Popular Questions Analytics
The Popular Questions analytics page uses AI-powered semantic analysis to group similar customer questions together. This helps you understand what your customers are asking about most frequently, identify patterns, and make data-driven decisions about knowledge base improvement and content creation.
Popular Questions Overview
Rather than just listing raw questions, the system identifies semantically similar questions as clusters, making it easy to spot the real customer concerns behind different phrasings.
- AI-powered semantic grouping of similar questions regardless of wording
- Daily trend charts showing question frequency over time
- Multi-language support with automatic translations
- Sortable cluster table to quickly rank topics by frequency
Understanding Question Clustering
Questions are grouped into clusters using semantic similarity — meaning questions with similar meanings are grouped together even if worded differently.
Example Cluster
These different questions would be grouped in the same cluster:
- How much does shipping cost?
- What are your shipping charges?
- Do you charge for delivery?
- Is shipping free?
Key Metrics
The Popular Questions page displays these core metrics:
Total Questions
Total number of unique customer questions in the selected period.
Question Clusters
Number of semantic groups identified from all questions asked.
Each Cluster Shows
- Representative Question — The most typical question in the cluster
- Total Count — How many times questions in this cluster were asked
- Similar Questions — Sample of other questions in the cluster
- Daily Trend — How frequently this question was asked each day
- Language Translations — Translated versions of the question in supported languages
Visualizations & Trend Analysis
The Popular Questions page includes several visualizations:
Questions Over Time Chart
Shows all customer questions plotted daily across the selected period. Use this to see overall question frequency trends and spot sudden spikes in customer inquiries.
Top Question Trend
Shows the daily frequency of your single most popular question cluster. Click on any cluster to see its detailed trend in a modal.
Question Clusters Table
Sortable table showing all question clusters with:
- The representative question and similar variations
- Total count of questions in the cluster
- Trend button to view the daily pattern for that cluster
Using Popular Questions Insights
Here are practical ways to use this analytics data:
Improve Knowledge Base
Identify the top question clusters and ensure your knowledge base has comprehensive answers and resources for each.
Create Canned Responses
Use the top questions to create efficient canned responses that your team can use to quickly answer common inquiries.
AI Model Training
Feed popular questions and their answers into your AI knowledge base to improve automatic response quality.
Product Improvement
Use customer questions as feedback to identify product features that need better documentation or UX improvements.
Multi-language support: The Popular Questions feature automatically translates representative questions into languages supported by your company, helping you understand customer inquiries regardless of the language they were asked in.
Analyzing Different Time Periods
- Last 7 days — See what customers are asking right now
- Last 14 days — Compare two-week question patterns
- Last 30 days — Monthly overview (default)
- Last 60 days — Two-month analysis for trends
- Last 90 days — Quarterly perspective on customer concerns