TABLE OF CONTENTS





If you would like access to our powerful Comment Analysis, please contact your Account or Implementation manager for more information.



Introduction

This feature is used to manage the topics that the Gaige AI Comment Analysis should search for in the NPS Comment left by the respondent. You will be able to create, edit, activate and deactivate topics here.



Before going to the Topics setup area, let's consider which Topics you would like to add.  The golden rules to define the Topics:

  1. Name it understandable across the organization for the analysis.
  2. Keep it neutral. Feedback AI will determine the sentiment of the topic depending on the context. For example, a good Topic would be 'customer support', not 'customer support is good' or 'customer support should be better'.
  3. Keep it simple. Avoid combining two topics in one Topic, for example, ‘Representative friendliness and helpfulness’ should be split into ‘Representative friendliness’ and ‘Representative helpfulness’.
  4. Don’t make the Topics list too long- you can register up to 250 topics, however, we recommend you keep it concise and to the point.
  5. As with drivers, make sure that your Topics are aligned with your customer journey. A high degree of compatibility between Drivers and Topics will make your analysis more consistent and easier to take action.
    • Therefore, when setting up your Topics, take a look at your driver list first. Navigate to Campaigns > Drivers to see which driver set you are currently using. 
    • Under the primary driver, there are five secondary drivers set up for it. Since this set of drivers is already used in the analysis, it would be useful to be able to capture this information from the feedback as well. So we can define a Topic based on this driver set.
  6. Set up the Topic with the information you want to capture in mind.
    • Note: By default, Feedback AI redacts the product name, brand name, etc., before passing it to Open AI (see details here). So, for example, registering the name of your product as a Topic will not yield the expected results. To deactivate certain redactions, navigate here.




Limits for Topics and Detection


Detection only occurs for comments that have at least 5 characters and at most 2000 characters. If a comment does not satisfy this condition, it won't be analyzed by the Feedback AI.


Topics amount: The maximum amount of activated topics is 250. When this limit is reached you will not be able to create or activate a new topic. So make sure you deactivate a few topics in case you reach the limit and would like to add new topics. There is currently no limit for deactivated topics.


Topics name: The maximum amount of characters allowed is 50.

Reporting label: The maximum amount of characters allowed is 128.

Description: The maximum amount of characters allowed is 250.




Managing topics


Create a topic

1. Navigate to Settings → System Admin → System Settings → Gaige AI → Comment Analysis Topics.

2. Click on +New Topic.
3. Fill in your desired topic Name and the Reporting Label that will be shown in reporting widgets.

Name: this is the subject the AI will verify when analyzing the NPS comment.

Reporting Label: this is the label that will be displayed on reporting widgets. 

Description (optional): this is a clarification of the exact meaning of the Topic in the context of your business, which helps Gaige AI use the Topic in the most appropriate/accurate contexts possible.


4. Click on Save to add your new topic.




Edit a topic

1. Navigate to Settings → System Admin → System Settings → Gaige AI → Comment Analysis Topics.

2. Find the topic you would like to edit and click on the Actions menu (3 dots).

3. Click on Edit.

4. Make any changes you would like to Name, Reporting Label, and Description (optional)

5. Click on Save to save your changes.




Activate or Deactivate a topic

1. Navigate to Settings → System Admin → System Settings → Gaige AI → Comment Analysis Topics.

2. Find the topic you would like to edit and click on the Actions menu (3 dots).

3. Click on Activate or Deactivate.



Leverage Topics to Trigger Alerts

Do you want to automatically open the case and alert your team depending on the Topic? 


You can do that by using Workflow Rules (New Response). Follow the instructions on this support article to complete the setup.