Overview

Our AI for assigning Sentiment and Topics are some of the best in the industry, but even we know that it's not 100% perfect. This is why we have developed a feature so that you can manually change the associated Topics and Sentiment with a comment!

This feature is only available to admins within Lumoa. If you would like to become an admin, contact an existing administrator within your company, and they can learn how to change your permissions using this user guide.

Changing Sentiment

When a comment gets submitted to Lumoa, we translate the comment into English, and then our AI breaks the comment up into "statements". Those statements are usually sentences, but our system also looks for commas, pause words like "and" or "but", among other things. The statements are then assigned assigned a sentiment score, based off of the things that the AI determines the customer is talking. The three possible sentiments are Positive, Neutral, and Negative.

To check a comments sentiment, start by opening up the comment with the arrow on the left. Then, hovering over the text will show you the associated statement and sentiment.



To change the sentiment on a statement, simply click on the text you want to change. In the example below, the system flagged this statement as neutral, but we think it's better as positive.



Hit "change" in the bottom left, and that's it!

What's really cool about this feature, is that we are flagging all of these manual changes made by customers across Lumoa. Once we get enough of them flagged, we can use those large amounts of manual changes to help train future versions of the Sentiment AI. This means your changes not only help you, but everyone who uses Lumoa! Pretty neat!

Changing Topics

Similar to sentiment, when a comment gets submitted to Lumoa, we translate the comment into English, and then our AI breaks the comment up into "statements". Those statements are usually sentences, but our system also looks for commas, pause words like "and" or "but", among other things. Our system then uses keywords to place those statements that your customers submit into topics. An example would be if a customer submits a feedback talking about how expensive the service is, our system would put that feedback into the "Price" topic, and most likely give it a negative impact as well, since the customer is not speaking positively about the price.

These topics are unique to each customer, created by Lumoa themselves, and not always perfect. That's why, much like sentiment, we've created a process for you to manually change the topic associated with a feedback.

It starts the same way, by opening up a comment you think has an incorrect topic, then clicking on the pencil to the right of the currently associated topics.



At the top of this screen is the entire feedback that was submitted, followed by the associated statements it was broken into, and whatever topics the system applied to those statements. In the example below, the first statement "some great usability updates since launch" was flagged as being apart of the Updates and Usability General topics.



You can click on the X to remove a topic, or start typing into the box to add a new topic that should be applied to the statement. Once you've made all the changes you need, hit save, and the system will update your topics.
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