Genesys Cloud provides programs, topics, and phrases functionality to gather and deliver business-level intelligence through speech and text analytics. Topics are collections of phrases that indicate specific business intents and enhance recognition and transcription of programmed words and phrases in voice interactions. Programs package topics together to instruct analytics engines on which business intents to identify in recorded conversations. Phrases are word strings that represent the various ways topics can be expressed and can be added individually or in bulk through file upload. The Topic Miner tool enables administrators with appropriate permissions to mine topics and phrases, import topics from JSON files, and create or update topics from mined data. These capabilities allow analysts to automatically tag interactions for specific business intents, providing analytics about customer and agent motivations, goals, trends, behaviors, and cause-and-effect relationships that affect performance and business outcomes. Genesys Cloud supports multiple languages for this functionality and requires administrators to have correct permissions to work with topics and programs.