Topic boundary detection is a method for finding where a conversation changes from one topic to the next, such as moving from identity verification to troubleshooting, then to billing. It marks these transition points and splits the call into topic-based segments.
Operationally, it matters because it makes long calls easier to navigate and measure. Leaders can compare how much time agents spend in each part of the call, spot where conversations commonly derail or loop, and isolate the sections most tied to escalations, repeat contacts, or long handle times.
It also improves downstream analysis by keeping metrics and coaching tied to the right part of the interaction. Instead of treating the whole call as one block, teams can review the exact segment where policy was explained, an objection was handled, or a transfer decision was made.
