Intercom has announced two new powerful reporting features: conversation topics and custom reports. Conversation topics provide a visual representation of the most important topics in customer conversations, allowing businesses to identify patterns and trends with ease. This feature uses machine learning analysis to generate suggested topics for exploration, ensuring a deep understanding of customer concerns. With conversation topics, businesses can gain insights into conversation volume per topic, median response time, and CSAT, empowering support teams to provide better support. The feature also provides visualizations of the median response time and time to close, allowing businesses to identify areas where they need more resources and training. Additionally, businesses can manually curate topics to monitor and analyze conversations. Custom reports provide a flexible platform for measuring and analyzing customer support data, enabling businesses to build their own charts and dashboards to track industry-standard metrics and improve operational efficiency. These features aim to help support teams boost coverage and performance by providing actionable insights at the right time, freeing up teams to handle more complex queries.