[juancn]

It could have been done via topic analysis without an LLM.

In fact there are companies such as Medallia which specialize in CX and have really strong classification solutions for specifically these use cases (plus all the generative AI stuff for closing the loop).

[nostrebored]

The topic modeling of every major vendor, mostly awful LDA implementations, is horrendous. On the order of +/-20% absolute percentage points per topic. It would make my life easier if it weren’t so shit. As is, in every customer we have to go in and do legitimate topic modeling and taxonimization.

Their AI implementations are also awful. Just sample 100 contacts with someone who actually understands the business and see their reaction.