Creating keyword-based topic detection models

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 Action > User 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.