Which automatic insight refers to recent words or phrases that appear in calls?

The correct choice, which is "Trending," refers to recent words or phrases that appear in calls because it highlights the patterns or common themes in customer conversations over a specific period.

In contact centers, monitoring trends helps organizations identify emerging issues or topics that customers are discussing frequently. By analyzing these trends, businesses can adjust their strategies, address customer concerns more effectively, and enhance the overall customer experience. For example, if a specific product feature is mentioned repetitively, it could indicate a need for more information or potential issues that may require immediate attention.

The other options do not accurately describe the automatic insight associated with recent words or phrases in calls. For instance, "Payments" would pertain to financial transactions rather than linguistic trends, "Escalation" relates to the process of addressing more complex issues or customer complaints, while "Attrition Risk" deals with the likelihood of customers leaving or discontinuing service, which is a broader metric not focused on immediate conversation patterns.