Topic spotting - Are topics and intents from bots the same thing?

Although they are similar concepts, topics and bots are unique and serve different purposes in Genesys Cloud.

For speech and text analytics, topics are a collection of phrases that indicate a specific business opportunity that the organization is actively looking for within the interaction transcriptions.

For more information, see About programs, topics, and phrases.

Contact

Solution

Company

About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

Scroll to top

Topic spotting – Are topics and intents from bots the same thing?