Areas and Topics

What does “areas” mean in conversation analysis?

Areas represent the contact center’s main categories of inquiries – for example, Billing, Technical Support, or Delivery. These are defined during setup and reflect how your organization already categorizes incoming requests. Areas are static but can be customized per industry or organization. For example, a municipality might have areas like Education, Building Permits, and Elderly Care.

What is the difference between areas and topics?

Topics are more detailed and function as dynamic tags under each area. They describe what the conversation was actually about – for example, a payment reminder within Billing or a delayed delivery within Delivery. Topics evolve over time as customer interactions change, and can be adjusted to improve analytical precision.