Overview

Our AI for assigning Sentiment and Topics is one of the best in the industry, but even with the best technology, it can't be 100% perfect. This is why we have developed a feature so that you can manually change the associated Topics and Sentiment with a comment.

Before you begin

Please note that this feature is only available to Admins within Lumoa. If you would like to become an admin, contact an existing administrator within your company 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, and pause words like "and" or "but", among other things. The statements are then assigned a sentiment score, based on the things that the AI determines the customer is talking about. The three possible sentiments are Positive 😃 , Neutral 😐 , and Negative 😔.


Comment's sentiment

To check a comment's sentiment, follow these steps:

  1. On the left-hand side of the feedback, click the arrow.

  2. Hover over the text, and that will show you the associated sentiment.

Change sentiment

To change the sentiment, follow these steps:

  1. Click on the Feedback you want to change.

  2. Toggle the Sentiment - positive, neutral, or negative.

  3. Click Change to save your changes.

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!

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.

For example, if a customer submits feedback talking about how expensive the service is, our system would put that feedback into the "Price" topic, and give it a negative impact, since the customer is not speaking positively about the price.

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

To edit topics associated with feedback, follow these steps:

  1. From feedback, you will see the Topic/s associated with that feedback. In the example below, the topics are "Invoices and payments" and "payments".

    You can double-check that the feedback is associated with that topic, by toggling that Topic. In the example below, "invoices and payments", and that will show you the list of feedback associated with that topic.

  2. Click on the Pen icon ✏️

  3. Toggle the Topic you need to edit feedback from. In this example, "invoices and payments":

  4. If feedback is out of place, you can adjust the comment by adding/editing Keywords associated with that topic. You can:

    • add keywords by simply typing them

    • remove keywords by clicking on the X next to the keyword

  5. Click Save to save your changes.

From this feature, you can also edit synonyms and stop words. Learn more from this guide: How to edit Topics.

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