Topics are the key to understanding your customer’s satisfaction by automatically labeling and categorizing incoming written feedback.

Contents:


Benefits

  • Clustering and analysis of feedback is fully automated

  • Easily see and filter for particular Topics

  • Prioritize Topics based on how often they appear

  • Track the NPS development per Topic

  • Direct feedback to the right people in your organization

The Topics Processing Flow

  1. Language detection → The comment’s language is detected for further processing and labeling.

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

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

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

  5. Keyword matching → The keywords from your Topic Dictionary are matched to the keywords in the comment

  6. Labeling → When matched keywords are identified, the comment is labeled with the Topic

  7. Sentiment Analysis → Once the labels are assigned, the AI checks the comment for mood and tonality. In other words, it will detect whether a statement about a Topic is negative, positive or neutral.

Topic Configuration

With Topics, you can gain more context to issues, understand the relevant and send more targeted Act Workflows.

To learn how to set-up your individualized Topic architecture, see “Configuring your Topics

Keywords

During processing, Topics are matched and applied using Keywords.

To learn how to create an effective keyword set, see Keywords.

Topic Sentiment

The sentiments of Topics indicate how your customers feel about each individual Topic within the comment.

The Topics can carry a positive, negative or neutral sentiment.

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

Using Topics

Leverage your Topics to identify pitfalls along your customer journey and route feedback to the correct stakeholders.

To learn more, see Using Topics.

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