Which statement best describes the effect of Predictive Intelligence Trending Topics on case analysis?

• A. Replaces traditional analytics entirely
• B. Auto generate clusters of cases that point to similar underlying issues
• C. Guarantees a reduction in overall call volume
• D. Removes need for human agents

Answer: (B)

Predictive Intelligence Trending Topics analyzes patterns across cases and groups them into topics, effectively clustering cases that share similar underlying issues. This approach lets agents see at a glance which problems are related, so they can apply known resolutions faster, route to the right expert, and surface relevant knowledge articles. It highlights prevalent issues and their root causes, guiding more efficient triage and consistent handling of related tickets.

This isn’t about replacing traditional analytics entirely or removing human agents, and it doesn’t guarantee a reduction in call volume. Rather, it enhances case analysis by automatically organizing cases around common problems, enabling quicker insight and action.