Insights Page

The Insights page is one of our premier AI pages in Lumoa. It is designed to surface unique and interesting combinations of background data and filters that you otherwise might not be aware of. It can be accessed from almost anywhere in Lumoa through the page headers:



Why did we make the Insights page?

The Insights page came to exist when we realized that some accounts had a monstrous amount of filters. Think of having a filter for each product a store sells, in each region, in each country, and each store ID. You quickly get to the 1000's of unique filters combinations - meaning it was too much work to keep track of everything manually. If you were worried that one of your products was getting significantly worse feedback than the others in a certain region, your only real way was to click on each filter individually and look at the Topics and Feedback.

We realized that this was a slow and cumbersome process. That's why the Insights page will dynamically go through those 100's or 1000'sof combinations of filters, and show you the most relevant ones.

What kind of Insights can it show me?

As stated, the Insights page will show you some unique combinations filters that the system deems interesting. The system may choose to show you a combination of B2B feedback from Germany about your Webshop - maybe it chooses this because your feedback for this selection of filters is overwhelmingly negative compared to other countries and markets. Maybe it's showing you a combination of filters with a higher feedback rate than other similar filters. These are just examples, but they should give you an idea of the kind of Insights that this page can show you.

How do I choose which filters I want it to use?

To get started, you want to select a date range using the calendar tool in the top right. Then, tell the system which filters you want to see Insights for. We let you choose because some filters, such as customer ID, have 100% unique values and are therefore difficult to create Insights on.

To choose your filters for Insights, click on the gear in the top right:



From there, select any filters you want to use. There are also options for Percentage of Feedback, and the Method used.

Feedback % Wise to be used
This option determines the limit of Insights that going to be generated. Leaving it at 1%, the default, means the Insight has to amount to at least 1% of the total feedback in the collection for it to be displayed. This will show you the most granular view, and it is what Lumoa recommends to start off with. You could increase this to 50%, for example, if you only want to see Insights that involve at least 50% of the feedback in the collection (assuming that some exist within your combinations of filters).

Which method should be used for Insights Algorithm

Both: Uses all points of data between the selected filters
Union: Uses partial points of data between the selected filter values
Intersection: Uses partial for some selected filters and all data for other selected filters

Note that these are mathematical terms that affect the AI processing. If you would like to, you can read more about Union and Intersection and their differences. Lumoa recommends using the Both option unless you are familiar with these terms and how they might affect your Insights.
How do I look at my Insights?

After you have your Settings configured, the Insights should automagically be run. An example Insight can be found here:



Using this example, we can see that iPhone users from the US that use the HSBC Mobile Banking App. At the bottom of the Insight, we can also see that there are 138 responses from this combination of filters. These users are having a mostly negative experience. The highest reason for this is the Usability of the service, which is bringing the overall NPS down by over 18 points for this time period.

This is an example of an Insight that, unless you had manually clicked on iPhone users from the US that use the HSBC Mobile Banking App on the Impact page, you might have never known that their Usability is poor. Their feedback might have been lost in the sea of other responses.

Creating an Event on an Insight

To the right of the Topic, you can click on the blue button to create an Event ticket. Not sure how Events work? Read our other article on Events and how they can be used to close the loop.

Any created Event will be treated as a normal ticket with assigning, resolving, and Notes.

Congrats!

You have now mastered the Insights page! If you still have questions or require immediate assistance, email help@lumoa.me
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