AI Topic Detection
AI Topic Detection
Knowing what customers talk about at scale is impossible with manual review. JustCall AI automatically identifies topics and keywords across all your calls, surfacing trends that would otherwise stay hidden.
How Topic Detection Works
- Calls are transcribed as usual.
- AI scans every transcript for predefined and auto-detected topics.
- Each call is tagged with the topics discussed.
- Topics are aggregated into a dashboard showing frequency, trends, and associated calls.
Types of Topics
Auto-Detected Topics
JustCall AI automatically identifies common conversation themes without any setup:
- Pricing and cost discussions
- Product feature mentions
- Competitor references
- Complaint and escalation language
- Renewal and contract conversations
- Technical support issues
Custom Topics
Define your own topics to track what matters most to your business:
- Go to Settings → AI Features → Topic Detection.
- Click + Add Topic.
- Enter a topic name (for example, "Competitor - Aircall").
- Add keywords and phrases that indicate the topic: "Aircall," "we also looked at Aircall," "switching from Aircall."
- Save. The topic begins tracking on new calls immediately.
You can create up to 50 custom topics on Business plans and unlimited topics on Enterprise plans.
Viewing Topic Data
Topic Dashboard
Go to Analytics → AI Insights → Topics. The dashboard shows:
- Topic frequency — How often each topic appears across calls in the selected period.
- Trend lines — Whether a topic is being mentioned more or less over time.
- Topic co-occurrence — Which topics frequently appear together (for example, "Pricing" and "Competitor" mentioned in the same call).
Per-Call Topics
Each call in the call log shows its detected topics as tags. Click a topic tag to see the transcript segments where it was discussed.
Filtered Call Lists
Click any topic in the dashboard to see all calls where that topic was detected. This is useful for:
- Pulling every call where a specific competitor was mentioned.
- Reviewing all pricing objection conversations.
- Finding feature requests to share with your product team.
Dashboard Alerts
Set up alerts to stay on top of critical topics:
- Go to Settings → AI Features → Topic Detection → Alerts.
- Select a topic (for example, "Cancellation").
- Choose alert conditions: immediate (every occurrence), daily digest, or threshold-based (alert when the topic appears more than X times per day).
- Choose the recipient: email, Slack, or in-app notification.
Practical Use Cases
| Use Case | Topics to Track |
|---|---|
| Competitive intelligence | Competitor names, "switching," "alternative" |
| Product feedback | Feature names, "wish we could," "it would be great if" |
| Churn prevention | "Cancel," "not renewing," "too expensive," "looking elsewhere" |
| Compliance monitoring | Required disclosures, prohibited phrases |
| Campaign effectiveness | Campaign names, promo codes, offer-specific language |
Accuracy and Tuning
- Custom topics with specific, multi-word phrases are more accurate than single generic words.
- Review the first week of detected topics and refine your keyword lists based on false positives.
- Auto-detected topics improve over time as JustCall AI learns from your call patterns.
Plan Availability
Topic Detection is available on the Business plan and above, or as part of the AI add-on.
What to Read Next
- AI Call Transcription — The transcripts that power topic detection.
- AI Call Summaries — Summaries include detected topic highlights.
Topic detection turns thousands of calls into a searchable knowledge base. Track what customers care about, spot shifts in conversation patterns, and act on trends before they become problems.