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Creating keyword-based topic detection models

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Updated on April 5, 2022

Efficiently connect your customers with the right consultant without having to provide training data to the topic detection model. Instead, you can use a list of topic-specific keywords to train the model.

The topic detection model then scans the customer message in search of the specified keywords, and uses the results to assign the message to a corresponding topic, for example ActionUser Support.

Keyword-based topic detection acts as a substitute for, or supplement to, machine learning topic detection. For more information about the differences between topic detection model types, see Comparing keyword-based and machine-learning topic detection.

Before you begin: To create a keyword-based topic detection model, perform the following procedures:
  • Previous topic Comparing keyword-based and machine-learning topic detection
  • Next topic Setting up a keyword-based topic detection model
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