How to analyze sentiment of Medallia NPS Survey Comments with generative AI

Sentiment Analysis

Medallia

As a company, it's crucial to understand what your customers think about your products and services. For that purpose, Net Promoter Score (NPS) surveys are a great way to gauge customer loyalty and satisfaction. However, analyzing and understanding the sentiment of customer comments can be a daunting task. In this post, we'll show you how to use generative AI to automatically analyze the sentiment of Medallia NPS survey comments.

What is Sentiment Analysis?

Sentiment analysis is a natural language processing (NLP) technique that involves using machine learning algorithms to extract the emotions or opinions expressed in a given piece of text.

The algorithms are trained on a labeled dataset of text samples, where each sample is labeled with its corresponding sentiment (positive, negative, or neutral). The model learns to recognize patterns and features in the text that are associated with different emotions, and uses these patterns to predict the sentiment of new, unseen text.

Sentiment analysis has many applications, such as customer feedback analysis, social media monitoring, and market research. It's a powerful tool for organizations that want to understand how people feel about their products or services, or to track public opinion on different issues. It can help automate tasks and extract valuable insights from large amounts of text data.

Example Use Cases

Some use cases for performing sentiment analysis on Medallia NPS survey comments include:

Identifying areas for improvement in your products or services
Identifying areas of strength to leverage in your marketing and sales efforts
Tracking changes in customer sentiment over time to gauge the effectiveness of customer experience initiatives
Providing insights to customer support teams to improve customer satisfaction and reduce churn

Teams that might find these use cases helpful include: customer support, customer success, product, marketing, and operations.

Accessing your Data and confirming your sentiment scale

You first need to identify the data that you want to work with. Here, we are looking at Medallia NPS survey comments. You can extract this data using the Medallia API, export it in CSV format, query a list of comments from your data warehouse or BI tool, or copy and paste with an example comment.

Next, you need to confirm the sentiment scale you will use for assessing customer sentiment. Typically, sentiment is measured on a scale of -1 (most negative) to 1 (most positive). You can also use a sentiment rating scale, such as:

Very Positive
Positive
Neutral
Negative
Very Negative

Once you have your data and sentiment scale, you can use generative AI to automatically assess the sentiment of your Medallia NPS survey comments. This will help you better understand your customers and improve the quality of your products and services, ultimately leading to greater customer loyalty and satisfaction.

For more information on Medallia's API, see here: https://developers.medallia.com/

Using AirOps to perform Keyword Identification

With AirOps, you can easily extract relevant keywords and phrases from your text-based data using the Keyword Identifier data app. Here's how:

Select "Keyword Identifier" from the Data Apps page. The input required for Keyword Identifier is the "text_field" which is the input text data.
Decide where you want the analysis to be performed and stored. The Keyword Identifier data app can be easily used in the AirOps Data App page and via API, but in this example, the analysis will be performed in Snowflake through an external function called AIROPS_KEYWORD_IDENTIFIER.

Here is an example SQL query:
```
SELECT
AIROPS_KEYWORD_IDENTIFIER(text_field) as result
FROM
your_table
```
Execute the keyword extraction analysis by running the SQL query. The output will contain an array of keywords and phrases extracted from the input text data.

Example Input:

"Hello, I am having trouble with my account. I cannot seem to log in and I have tried resetting my password multiple times."

Example Output:
```
"keywords": ["trouble", "account", "log in", "resetting", "password", "multiple times"],"summary": "A customer is having trouble logging into their account and has tried resetting their password multiple times."
```

Using AirOps to perform Sentiment Analysis

With AirOps, you can easily perform sentiment analysis on any text data such as reviews, support tickets, or sales calls using Sentiment Analyzer. Here’s how:

Select "Sentiment Analyzer" from the Data Apps page. The only input for Sentiment Analyzer is some text to analyze.
Decide where you want the analysis to be performed and stored. The Sentiment Analyzer data app can be easily used in the AirOps Data App page and via API, but in this example, the analysis will be performed in Snowflake through an external function called AIROPS_SENTIMENT_ANALYZER.

Here is an example SQL query:
```
SELECT
AIROPS_SENTIMENT_ANALYZER(text_field) as result
FROM
your_table
```
Execute the sentiment analysis by running the SQL query. The output will contain a sentiment score and sentiment summary, as well as a list of positive and negative keywords extracted from the input text data.
Input:
"I'm sorry to say that I had a terrible experience with your product. The customer service was unresponsive and the product didn't work as advertised."
Output:
```
"positive_keywords": [],"negative_keywords": ["terrible experience", "customer service", "unresponsive", "product", "didn't work", "advertised"],"score": -0.8,"sentiment": "Very Negative"
```

Using AirOps to perform Text Classification

With AirOps, you can easily perform classification using generative AI. Here’s how:

Select "Text Classifier'' from the Data Apps page. Below are the possible inputs for Text Classifier.text_field: The input text data.categories (optional): Categories can be specified as a comma-separated list. Leave empty for automatic determination.multi_category: Set to “true” if the text can belong to multiple categories, or “false” if it can only belong to one category.
Decide where you want the analysis to be performed and stored. The Text Classifier data app can be easily used in the AirOps Data App page and via API, but in this example, the analysis will be performed in Snowflake through an external function called AIROPS_CLASSIFIER.

Here is an example SQL query:
```
SELECT
AIROPS_CLASSIFIER(text_field, categories, multi_category) as result
FROM
your_table
```
Execute the classification analysis by running the SQL query. The output will contain a list of keywords extracted from the input text data that are relevant to the identified categories and a list of categories that the input text data belongs to based on the provided categories or automatic determination.

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