Every conversation will be analysed, but not necessarily categorised.
Every conversation will be analysed, but every call or ticket may be tagged with a Conversation Topic. However, regular tuning of these Topics will help you improve or spot new categories that you need to build. It can certainly take some months to get this working well. We recommend that your systematic process looks at the ‘non-categorised’ bucket of calls or tickets for patterns of missed subjects and phrases on a weekly basis. There will come a point where those left over are unique or too small and not worth the effort to build out into new categories. Best practice suggests you should aim to develop categories for 85% of your calls or tickets.