Topics in Simplesat help you understand the main subjects of customer feedback by automatically associating each response with relevant topics and their corresponding sentiments. This AI-driven feature streamlines the process of categorizing and analyzing feedback, making it easier to derive actionable insights.
And the best part? It works seamlessly with feedback in any language, so no matter where your customers are or what language they speak, you’ll always get the insights you need. Just keep in mind that while the feedback can be in any language, the results will always be presented in English.
🚧 The Topics feature is in beta
While we're pleased with the AI model's performance so far, we need more user feedback to refine it further.
Currently:
Topics are only associated with responses from July 30, 2024, onwards.
Once we have more feedback and are confident in the accuracy of topic detection, we'll retroactively analyze past responses.
Please share your feedback, both positive and negative, to help us improve this feature!
Use cases
The primary purpose of Topics is to enhance reporting capabilities. With AI-driven topic detection, you no longer need to manually tag each response. Here are some practical applications:
Filter feedback by topics or sentiments - For instance, a product owner can filter feedback related to specific product topics. This allows for detailed analysis and understanding of customer sentiments towards various aspects of the product.
Filter by team member - By filtering feedback associated with specific team members, you can identify recurring themes and sentiments in the feedback they receive. This can be particularly useful for performance reviews and targeted training.
Future capabilities - Currently, you can filter topics on the feedback page. Future updates will expand these reporting options to include dashboards and reports, unlocking even more use cases and providing deeper insights.
How topics work
Simplesat uses AI to analyze each response and identify relevant topics from a predefined list. This predefined list ensures consistency and prevents the cluttering of reports with similar topics.
Predefined and custom topics
Only topics from the predefined list or custom topics you add will be used. For example, instead of having multiple similar topics like "courtesy," "courteous," and "friendliness," Simplesat uses a single topic, "Courteous," to maintain clarity.
Manual edits and training
If a topic is inaccurately assigned, you can manually edit it. These manual edits help train the AI model to improve its accuracy over time.
Topic groups
Topics can belong to one or more groups for reporting and organizational purposes. For example, you might have a group called Service quality that includes various related topics. This allows you to filter and report on all topics within a group easily.
Active topic usage thresholds
Each Simplesat plan has a limit on the number of topics that can be active simultaneously. Active topics will appear in responses, while inactive topics will not, though predefined topics will always be analyzed. Custom topics, however, are only analyzed when they are active.
Managing topics on responses
In the response sidebar, you can view all topics associated with a response. Topics are automatically added immediately after an answer is given. Each topic is listed uniquely per response, even if it applies to multiple answers. By hovering over a topic, you can see all the associated answers.
Adding and removing topics
To manage topics:
Click the
Add topiclink in the sidebar. In the popup modal, choose the answer, topic, and sentiment.To remove a topic, click the x icon in the response sidebar to remove it from all answers, or hover over a topic and click the x next to specific answers to remove it from individual responses.
To change a topic's sentiment, simply remove and re-add the topic.
Managing topic settings
To manage topics, navigate to the Topics page. Here, you will see a table of all predefined and custom topics with various columns:
Topic - The name of the topic. Hover to view the description.
Count - Number of answers associated with the topic.
Group - Groups the topic belongs to.
Source - Indicates whether the topic is predefined or custom.
Status - Toggle to set the topic as active or inactive.
Actions - Edit or delete custom topics via the
...dropdown menu.
Switch to the Groups view to see topic groups. You can edit or delete custom groups in the far-right column.
Adding custom topics and groups
To add a new topic, click the New topic button. Provide the topic name, a detailed description, and the groups it belongs to.
🎯 How to improve analysis accuracy
Including variations of the topic's word in the description helps the AI model understand and analyze responses more effectively. For example, for a custom topic "Fitness center," a good description might be "Answers related to fitness centers, workout rooms, or gym areas in hotels."
To add a new group, switch to the Groups section and click the New group button. Simply add the group name. Once groups are added, you can associate them with topics during topic creation or editing.
Filtering topics
Simplesat provides four filters to help you refine and analyze your feedback based on topics:
Topic - Filter by one or more specific topics. This allows you to focus on particular subjects within your feedback, making it easier to identify trends and areas needing attention.
Topic group - Filter by one or more topic groups. This is useful for broader analysis, as it lets you aggregate feedback across related topics, providing a more comprehensive view of specific areas like service quality or product features.
Topic sentiment - Filter responses based on the sentiment associated with topics. This helps you quickly gauge the overall positive, negative, or neutral feedback related to certain topics, aiding in sentiment analysis.
Topic + sentiment - Filter by specific topic and sentiment combinations. This advanced filter enables you to drill down into feedback that matches particular criteria, such as finding all positive feedback related to customer service.
Common questions and troubleshooting
Why isn't a topic being detected accurately?
The AI model is continually learning and may not always be perfect. If a topic isn't detected accurately, manually edit the topic. These edits help improve the model over time.
How can I provide feedback on the Topics feature?
We value your feedback! Please use the feedback form within Simplesat or contact our support team directly to share your thoughts.
What happens if I exceed my plan's active topic limit?
If you reach your active topic limit, you'll need to deactivate some topics before activating new ones. All predefined topics will still be analyzed regardless of their active status.
Do I need to re-add the topic to every response if I accidentally deactivate it?
No. Once you reactivate a topic, it will automatically be added back to the response.