How to use Trends to spot shifts in your support data

As your support volume grows, it becomes impossible to manually keep track of everything that's going on. While AI Topics already groups conversations into Topics and Subtopics, not everyone has time to dig through the data every week to figure out what changed.

Trends now does that work for you. It regularly scans your topics, finds the biggest shifts, and explains what moved and why, in plain language

Note: The Trends feature is currently in open beta for US/EU/AU-hosted workspaces using AI insights.

What Trends gives you

Trends provides a curated, weekly summary of the biggest changes in your support data.

A weekly "what changed?" summary
Instead of combing through reports, you get a curated list of the biggest shifts in your support topics. This includes spikes in Conversation volume, drops in Fin AI Agent resolution rate, or changes in the CX Score.
Clear explanations, not just numbers
For each shift, you’ll see an insight card that explains what happened (“what”) and why it’s happening (“why”). These explanations are backed by real conversation examples and actual customer questions.
A prioritized path to action
Trends highlights the highest-impact topics and subtopics, so you can quickly decide where to focus. This could mean investigating an issue, updating content, changing product functionality, or adding more automation.

How Trends works (behind the scenes)

Trends builds on top of AI Topics and Fin AI Agent metrics. It runs on a weekly cadence and analyzes your conversations every Monday morning to surface new insights. To find Trends navigate to Fin AI Agent > Analyze > Trends.

Conversations are grouped into Topics and Subtopics
Intercom uses machine learning to categorize your support conversations into meaningful Topics and Subtopics based on what customers are talking about.
Key metrics are rolled up each week per subtopic
For every subtopic, a weekly snapshot is created that includes:
- Conversation volume
- Fin Involvement Rate (how often Fin participated)
- Fin Resolution Rate (how often Fin fully resolved)
- Fin CX Score (the quality of those conversations)
The system looks for unusual changes and trends
Those weekly snapshots are compared against the previous 12 weeks for the same subtopic.

The system flags:
- Unusual spikes or drops (an Anomaly)
- Emerging positive or negative trends over time (a Trend)
An insight is generated for the most important changes
For subtopics where something meaningful changed, Trends analyzes recent conversations, customer questions, CX Scores, and Fin metrics together. It then uses AI to write an insight that includes a clear title, a short summary, and an explanation of what changed and likely why.
Real customer context is added
For each insight, you’ll see example conversations and real customer questions. This helps you quickly sanity-check the insight and understand what customers are actually experiencing.

You’ll get a focused list of the most important changes for the period, ready to review and act on, instead of manually hunting through Topics Explorer.

FAQs

How often does Trends update?

Trends updates on a weekly cadence. Every Monday morning, Trends analyzes your recent conversations and surfaces a new set of insights

Do I need to set anything up for Trends to work?

No extra setup is needed for Trends to work beyond having Topics enabled and enough conversation volume. Trends uses those topics automatically.

Why don’t I see any Trends yet?

There are two common reasons why you might not see any Trends yet:

You don’t yet have enough recent support volume for Topics to reliably detect Trends.
There hasn’t been a big enough shift in your data to surface a meaningful Trend.

As your volume grows or your patterns change more week-over-week, Trends will start to populate automatically.

How should I use Trends day-to-day?

Most customers treat Trends as a weekly starting point. They review the insights, pick a few important shifts, and decide what needs investigation, content updates, product changes, or more automation.

Can I control which Trends I see?

You can’t hand-pick topics to control which Trends you see, but Trends automatically prioritizes the biggest and most meaningful shifts for you, based on your actual data.

Can I control which conversations Trends looks at?

Not right now, you cannot control which conversations Trends looks at. Trends looks across all of your conversations to find the biggest shifts. Segmentation options may be added in the future so you can focus on specific slices (like regions, plans, or channels).

Can I get more Trends each week?

Not at the moment, you cannot get more Trends each week. Trends surfaces the top 10 shifts each week so you see the most important changes without noise.

How can I filter my insights?

You can filter the insights displayed by All insight types (Trend or Anomaly).

You can filter the insights displayed by All metrics (Conversation Volume, Fin Resolution Rate, CX Score, or Fin Involvement Rate).