Customer Agent Topic Insights

HubSpot Ideas
1

Within customer agent knowledge gaps are really helpful. The thing i’m longing for is additional reporting on topic clusters. If website visitors are typically engaging with the customer agent chat and asking the same questions time and time again, there is currently no visibility into that other than viewing individual chat logs and manually looking for themes.

Topic Clusters/Topic Themes would enable-

  • Ability to build content around the most frequently asked questions
  • Monitoring of emerging trends
  • Broader themes that inquiries tend to be focused around
2

This is a huge opportunity and a feature that AI should be offering - not just what is in customer agent but what are customers discussing with the Help Desk overall and trends etc

3

yes totally agree! was looking for the same

4

Hi everyone, happy to announce that this is being worked on and there will be a private beta soon. Stay tuned!

6

Hi everyone, thank you for your patience! This feature is now in private beta. You can request to join the beta here: HubSpot Login and Sign in