Copilot Keyword and Smart Topics

What are Topics?

Topics are keywords or phrases mentioned during conversations between reps and prospects. Topics added to your Copilot account will appear as tags in call transcripts so you can:
 

• Easily identify the subject of the conversation at different points during the call
• Filter and find calls by topics discussed
• Get data and insights about your topics from Topic Dashboards

Note: Only Admin can add or customize topics.

There are 3 types of topics:

• Default Topics: Copilot comes pre-programmed with common, useful topics (Agenda Setting, Customer Goals, Blockers, Budget, Process, Authority, Timing, etc).
• Keyword Topics: Manually add words or phrases to create a topic
• Smart Topics: Use AI to create topics that have higher contextual accuracy (we recommend these!)

Keyword Topics

Admin can manually add words or phrases for Copilot to track. 

1. Go to Workspace Settings > Manage Topics
2. Click Add Topic in the top right and choose Keyword (we'll cover Smart Topics in the section below)

3. Fill out the form to add the Keyword Topic: 

• Name your topic. This isn't the word you'll track, it's just the name of the keyword(s) you'll add in the last box. 
• Choose who it applies to. You can select just reps, just customers, or both.
• You can also narrow down by a specific team. Keep in mind the "Applies To" filter still applies here. So if you choose "customers" and "Bob's Team" then Copilot filters this keyword(s) for any customers talking to Bob's team.
• Lastly, add your keywords or phrases. Copilot filters these as exact matches. 

Note: New topics/keywords may take up to 48 hours to reflect on calls and only apply retrospectively to calls that are less than 30 days old.

Smart Topics

Smart Topics allow you to create and track topics with greater contextual accuracy, resulting in less noise compared to keyword-based topics.

Admin Setup

A Clari Admin can set up this feature by enabling "AI Features" in Copilot AI Feature Settings.

How To Create and Optimize Smart Topics

Note there are some permissions required before you can use Smart Topics:

• You need read permissions to the Topics tab to view recommended topics.
• You need full permissions to the Topics tab to accept and save topic recommendations.

1. Go to the Manage Topics tab in Copilot settings.

2. At the top right, Click Add Topic > Smart Topic.

3. Describe the topic you want to track in natural language.

Example: To set up a Topic capturing reps pitching the 'Smart Topics' feature in sales calls with less noise, we would describe it as:

"Smart Topics tracker is a feature in Copilot that lets customers define topics they want to track using AI. Rather than looking for keywords, it contextually identifies the right topics. Smart Topics can be easily set up with an intuitive and iterative setup experience in Copilot."

Your description is used by our AI to determine the context of the conversation and tag topics with high accuracy. This is much more easier to setup and higher accuracy than keyword based topics.

4. Click Preview Results (shown above) to browse examples shown on the right, which illustrate moments in past calls that match your topic. These are the types of conversations that will be tagged in future calls: 

If you aren't satisfied with the results, tweak your description:

• Make it more detailed
• Add or remove qualifier words based on whether you are not seeing enough results or seeing wrong results
  For instance, if you are looking for pitches of ‘Sales playbooks’ as a feature in copilot, Describing the topic as ‘sales playbooks feature in copilot, powered by RevAI’ will weed out casual mentions of playbooks in the overall context of all sales conversations. Such as ' A playbook for success in our industry etc
• Conversely, if the previews are very narrow, try removing more qualifier terms.
• Then, regenerate the preview.

5. Further configuration:

• Customer/Rep: Narrow the scope of topic tagging to only moments when the customer or internal team member spoke about the topic.
• Apply to Teams: Match the topic only in calls where selected team members were present. This helps isolate topics to specific teams, reducing noisy or incorrect tagging. For instance, when teams sell distinct product lines without overlap, this prevents unrelated product topics from being tagged in each other's calls.

6. Click Save Topic to save the Topic. Once saved, future conversations that match the Topic will be automatically tagged. These tagged Topics can then be used for:

• Filtering team calls

• Conversation feeds

• Viewing metrics in Topic dashboards

• Setting up filter alerts

7. View your new Smart Topic under the Topics tab alongside Keyword Topics. The ✨ icon indicates it's a Smart Topic.

Note: Once you create a Smart Topic, Clari cannot pull data retroactively for that topic. The data that gets populated is only from the time you set up the topic moving forward.

Smart Topics Best Practices

Learn more about Topics and using Topic Dashboards in this article.