Why did requests about a second workspace rise nearly 9x?
going back through traces, requests about connecting a second workspace were 0.8% of our onboarding assistant traffic six weeks ago. they're at 7.1% now and our hand built intent list doesn't even have a category for the flow. support spotted the pattern first. I started reading traces because the dashboard was still grouping these conversations into broader onboarding buckets.
what I noticed was where people stopped. 42% of the conversations end immediately after the permissions explanation and trace filtering surfaced phrasing I wouldn't have grouped together manually (several support tickets were describing the same conversation pattern in different words). now I can't tell whether the explanation itself is causing the drop off or whether people are learning something about permissions that changes their mind.
so I'm trying semantic clustering for intent discovery and tracking topic prevalence before we add another fixed category. cohort slicing by account type might tell us whether this is concentrated among particular setups and I want dataset promotion for representative traces once we know which cases belong together. still unclear where that boundary should be.
how are you deciding when an emerging pattern deserves its own tracked intent without locking the taxonomy around the first wording support happens to notice?