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Topic monitoring helps you understand what players are contacting support about — especially topics that Cevro hasn’t been trained to handle yet. By surfacing these unresolved topics, you can prioritize which AI Procedures (AIPs) to create or improve next.

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How It Works

When a player contacts support with an issue that doesn’t match any existing AIP, Cevro still resolves what it can using knowledge base articles. After the conversation, Cevro’s algorithm analyzes the exchange and generates a topic label that preserves the player’s original intent (Voice of the Customer). These auto-generated topics appear in two places:
  1. Analytics page — Under the Unresolved Tickets tab, grouped by topic with trigger counts
  2. Topic Suggestions — A dedicated view where you can review, merge, or act on suggested topics

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The Topic Suggestions Page

Navigate to the topic suggestions page to manage auto-generated topics. Each suggestion shows:
  • Topic name — A natural-language summary of the player’s issue
  • Ticket count — How many times this topic has been triggered
  • Category — Which AIP category it falls under (if detected)

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Available Actions

ActionWhat It Does
AcknowledgeMarks the topic as reviewed — you’ve seen it and may act on it later
MergeCombines multiple related topics into one (e.g., “can’t withdraw” and “withdrawal stuck”)
Mark as DoneDismisses the topic — no further action needed
Create AIPStart building an AI Procedure directly from the suggested topic
Regularly reviewing topic suggestions is one of the most effective ways to improve your automation rate. Each unresolved topic represents a concrete opportunity to automate.

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Using Topics to Improve

The most actionable metric is trigger count — topics triggered frequently represent the highest-impact opportunities.
1

Review high-volume unresolved topics

Check the Unresolved Tickets tab in Analytics or the Topic Suggestions page. Sort by trigger count to find the most common player issues.
2

Decide: AIP or Knowledge Base?

Simple informational questions (e.g., “What is the minimum deposit?”) are best handled by knowledge base articles. Issues requiring player data or actions (e.g., “Where is my withdrawal?”) need a dedicated AIP.
3

Create the content

Add the article or AIP, then test it in the Playground before activating.
4

Monitor the results

After activation, check if the topic’s trigger count drops in subsequent periods. The automation rate chart will reflect the improvement.