Introduction

Topic Modeling is an important capability for business systems to make sense of unstructured information, ranging from support tickets to customer feedback and complaints, to business documents. Topic Modeling helps process automation to route customer feedback and mail; it enables a business to categorize and then effectively respond to social media posts, reviews, and other user-generated content from the various channels. It enables businesses to respond faster to critical items by understanding the topics and themes on incoming omnichannel interactions as well as responding most effectively by routing the materials to the most appropriate teams. Another two areas where Topic Modeling helps are knowledge management and brand monitoring.