Topics
Topics help you understand what users are discussing with your AI agent. Every conversation is automatically analyzed and assigned to one or more topics, making it easier to identify trends, discover knowledge gaps, and continuously improve your agent.
How topics work
When Topics are enabled, Eloquent analyzes conversations after they have ended and assigns the most relevant topics.
A conversation can be assigned to multiple topics when it covers several subjects. For example, a conversation about upgrading a subscription and a failed payment could be assigned to both Billing and Subscriptions.
If no suitable topic is found, the conversation will automatically be assigned to Other.
Because conversations are analyzed after they end, topic assignment is not immediate. Topics are typically assigned within approximately 5 minutes after a conversation has ended. As a result, topic analytics may be slightly behind real-time activity.
Managing topics
Topics can be managed from the Agent Dashboard.
To access the Agent Dashboard:
- Open the agent you want to configure.
- You will automatically land on the Agent Dashboard.
- Navigate to the Topics section.
- Click Manage Topics.
From here, you can create new topics, edit existing topics, or remove topics that are no longer needed.
Creating a topic
Each topic consists of:
Name
The name is displayed throughout Eloquent and should clearly describe the type of conversations that belong to the topic.
Examples:
- Product Support
- Pricing Questions
- Feature Requests
- Billing
- Technical Issues
Description
The description helps the AI understand when a conversation should be assigned to a topic.
A good description explains the types of questions, requests, or discussions that belong in the topic.
For example:
Topic Name: Billing
Description: Conversations related to invoices, payments, subscriptions, refunds, payment methods, and account billing questions.
The more specific your description is, the more accurately Eloquent can assign conversations to the correct topics.
Best practices
When creating topics:
- Use clear and specific names.
- Keep topic descriptions focused and unambiguous.
- Avoid creating topics that are nearly identical.
- Start with a small set of topics and expand as needed.
- Review conversations assigned to Other regularly to identify new topics that should be created.
Using topics for improvement
Topics provide valuable insight into how users interact with your AI agent.
You can use topic data to:
- Discover frequently discussed subjects.
- Identify missing knowledge or content.
- Find opportunities to improve your agent's responses.
- Measure the impact of changes over time.
- Understand what users need most.
Conversations assigned to Other are particularly useful for identifying gaps in your current topic structure and uncovering new areas of interest.
Regularly reviewing your topics and the conversations assigned to them helps ensure your AI agent continues to improve over time.