At zenloop, Smart Labels are the key to understanding your customer's written feedback at scale by automatically labelling the comment based on a set of pre-defined keywords.

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Benefits to using Smart Labels

  • Clustering and analysis of feedback is fully automated

  • Easily see and filter for particular labels

  • Prioritise topics based on how often labels for them appear

  • Track the NPS development per label

  • Direct feedback to the right people in your organisation

The Smart Label Flow

Language detection → AI recognises the comment language.

  1. Parser → The comment is checked for grammar and analysed for meaning. In other words, the parser digests the comment and extracts the message

  2. Removing of stopwords → AI removes unnecessary stopwords (aka filler words) but only to a degree that ensures the meaning of the comment is kept

  3. Stemmer → The stemmer further simplifies the comment by bringing the words to their base form. For example, delivery or delivered becomes deliver

  4. Keyword matching → The keywords from your Smart Label Dictionary are matched to the keywords in the comment

  5. Labelling → When matched keywords are identified, the comment is labeled

Introduction to Keywords

As the feedback is being processed, the comments are matched with the respective Smart Label using keywords.

For example:

1. Customer leaves a comment: "Super product, super quality, but too high price"

2. The keywords from your Dictionary are matched to the keywords in the comment and the Smart Labels are applied:

  • Keyword: pricePrice

  • Keyword: quality Quality

There is no limit to how many labels can be answered to an answer, but we will only show a label once per answer.

Smart Label Languages

We currently offer Smart Labels in English, German, French, Dutch, Italian, Spanish and Russian.

You can utilize a few, or all, of the languages but each dictionary must be maintained separately.

For any languages not on this list, see Translation Engine.

Smart Label Sentiment

The sentiments of Smart Labels indicates how your customers feel about the topics in the response.

The Smart Labels can carry a positive, negative or neutral sentiment.

For more information, see How Does the Sentiment Analysis Work?

Setting Up Smart Labels

With Smart Labels you can increase the granularity of your analysis, gain more context to issues and send more targeted Act Alerts.

To learn how to set-up your individualised architecture, see Setting Up Your Smart Labels

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