About the differences between Analytics phrases, AI Tags, and Trending Topics

Calabrio ONE Analytics offers a variety of ways to identify why customers are contacting you and how their needs change over time. This page explains the difference between the top three features for this analysis and describes when and how to use each one.

Analytics feature What it does Why use it Example: Analyzing contacts to identify sales objections
Phrases Labels the explicit mention of keywords in a conversation. You must manually define the phrases you want Calabrio ONE to look for and organize the phrases into categories. Phrases are ideal when all you need to do is identify a simple keyword or exact phrase in a contact. Phrases are best used for straightforward scenarios like flagging “escalation” phrases (like “talk to your manager” or “escalate this case”). If your organization does not have an Analytics Enterprise license, phrases can help track common topics like “cancel” though phrases can catch false positives like, “I didn't mean to cancel the order.” Use phrases to detect when customers say phrases like “no, I don’t want this,” “not a good time,” or “too expensive” to get directional ideas about when sales objections occur. Significant manual effort is needed to come up with all variations of phrases.​
AI Tags Captures the broader conversation context to detect key behaviors, risks, and business signals in customer and agent interactions. You must manually define the tags you want Calabrio ONE to apply and organize the tags into categories. AI Tags help teams to automatically flag specific, contextual, and high-impact scenarios. They're particularly effective for categorizing interactions related to repeat contacts (for example, “repeated caller” or “no follow up”), campaign tracking (“savings campaign,” “missed offer”), compliance monitoring (“HIPAA not mentioned,” “verification skipped”), and escalation or sentiment triggers (“manager request,” “complaint logged”). AI Tags are ideal when teams need more precision and actionable insight without relying on exact wording. Use AI Tags to get a more accurate categorization by defining tags like “high price,” “no need,” “not good call time,” or “other reasons” based on the context, not just the appearance of specific words or phrases.​
Trending Topics Uses generative AI to automatically identify the contact reason, detect emerging topics, and uncover related subtopics within a single interaction. Trending Topics help you understand the emerging trends and high-traffic call drivers and why your customers are calling you. It’s the best choice for identifying emerging contact drivers (for example, increasing volume around “cancel order” or “late delivery”) and surfacing unknown issues that keyword-based tools might miss. Trending Topics are ideal for high-level trend analysis and strategic planning.​ Trending Topics isn’t the best tool here because sales objections are not call drivers. However, you can use Trending Topics to gain insights into when sales objections are most likely to occur. For example, you might find that 80% of interactions related to “cancel order” involve a sales objection or that 50% of calls about “Promotions” include a sales objection. Or you might see an increasing trend of “Complaint” when sales objections are detected. Tracking this data can help identify patterns and provide valuable insights for improving sales strategies.​

Examples of AI Tags and Trending Topics in different industries

Below we list possible AI Tags and Trending Topics for different types of businesses.

Retail

Tags

Tag category Tags
Special sales
  • Black Friday deals
  • Flash sale
  • Seasonal offers
Customer profile
  • First-time buyer
  • Frequent shopper

Product type
  • Electronics
  • Home goods

Topics

  • Promotion and sales
  • Product issue
  • Return and refund

Banking

Tags

Tag category Tags
High-priority interaction
  • High-risk transaction
  • Frustrated customer
  • Urgent loan approval
Customer profile
  • First-time homebuyer

Topics

  • Login issues
  • Customer service complaint
  • Account management
  • Cancel services
  • Credit card application

Insurance

Tags

Tag category Tags
Claim type
  • Auto accident claim
  • Medical reimbursement
  • First-time claimant
Customer profile
  • Homeowners

High-priority interaction
  • Urgent claim

Topics

  • Policy renewal
  • Claim support
  • Coverage options
  • Claims appeal

Healthcare

Tags

Tag category Tags
High-priority interaction
  • Anxious patient
  • Cancer
Customer profile
  • Chronic pain relief
  • Disabled

Topics

  • Make appointment
  • Check medical conditions
  • Post-surgery follow-up
  • Emergency care request

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