How to classify Medallia NPS Survey Comments with generative AI

Text Classification

Medallia

Customer feedback is crucial for understanding how your business is performing and where improvements can be made. However, manually analyzing and categorizing large volumes of survey comments can be time-consuming and difficult. In this post, we’ll show you how to use generative AI to automatically classify Medallia NPS survey comments, saving your team time and providing valuable insights.

What is Text Classification?

Text classification is a natural language processing (NLP) technique that uses machine learning algorithms to automatically assign predefined categories or labels to a given piece of text. These algorithms learn from a training set of labeled text data and use statistical models to identify patterns and features in the text that can be used to classify new, unseen text data.

Text classification is used in various applications, from spam detection to sentiment analysis. It is an essential tool for many industries that rely on large amounts of text data, helping to automate tasks and extract valuable insights from the data.

Example Use Cases

Use cases for classifying Medallia NPS survey comments include:

Classify comments by sentiment (positive, negative, or neutral)
Automatically categorize comments by topic (product, customer service, delivery, etc.)
Identify common themes and issues in feedback
Track changes in customer sentiment over time
Identify customer segments with common feedback or issues

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

Finding your Input Data and Categories

The first step is to identify the data you want to classify. In this case, we are looking at Medallia NPS survey comments. You can extract this data using the Medallia API, export it in a CSV format, or query a list of comments from your data warehouse or BI tool.

Next, you need to find or create your list of categories for classifying the comments. This might include sentiment categories (positive, negative, or neutral), or topic categories (product, customer service, delivery, etc.).

For example, common sentiment categories might include:

Positive feedback
Negative feedback
Neutral feedback

Once you have your data and categories, you can use generative AI to automatically classify your Medallia NPS survey comments. This will save your team time and provide valuable insights into customer sentiment and feedback, helping you to improve your business.

Conclusion

Text classification using generative AI is a powerful tool for automatically analyzing and categorizing large volumes of text data. By using this technique to classify Medallia NPS survey comments, you can save your team time and gain valuable insights into customer feedback and sentiment. This can help you to improve your business and provide a better customer experience.

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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