Trending Topics Analysis for CSM

Overview

This skill identifies emerging and trending topics across the customer service portfolio by analyzing case creation patterns, category distributions, channel preferences, and sentiment shifts. It enables proactive support management by surfacing issues before they become widespread. It covers:

• Analyzing case volume trends by category, subcategory, and product over configurable time windows
• Detecting sudden spikes in case creation for specific issue types
• Mapping channel distribution shifts (phone, chat, email, portal) across topics
• Identifying sentiment trends in customer communications for early warning signals
• Correlating trending topics with account tiers and customer segments
• Generating executive-level trend reports with actionable recommendations

When to use: During daily standup reviews, weekly operational reporting, when investigating a suspected increase in case volume for a specific topic, or when proactively monitoring service health across the customer base.

Value proposition: Enables proactive support management by detecting emerging issues before they impact SLAs. Supports staffing decisions, knowledge gap identification, and product feedback loops with data-driven trend analysis.

Prerequisites