It all starts with a proper Quality Assurance proccess in place. Benefits of having QA in place are twofold: it can act as a tripwire to capture knowledge gaps or discrepancies with a product itself. So not only reducibg support debt, but closing support to product feedback loop.

While automation is the best option it usually starts with agents tagging conversations manually and doing monthly or quarterly deep-dives to identify top call drivers (areaa of the product that creates friction and stops customers from achieving their goals).

While you can set up conversation-topic tagging by keywords automatically - it’s far from accurate and data on trends become too clunky.