The Insights Report, powered by IBM Watson, uses artificial intelligence (AI) to automatically discover keywords in review content and bring unknown information to light.
To access the Insights Report follow these steps:
The report presents data in 3 different views and can also monitor Tags:
The Impact chart is a visual display showing discovered keywords and how they impact your ratings and reputation. Understand the rating, quantity, mentions, and sentiment of each discovered keyword.
Keywords are plotted on the chart by:
- Rating - The average rating of all reviews a discovered keyword is mentioned in
- Number of Reviews - The total number of reviews a discovered keyword is mentioned in
The size of the circle represents the total number of mentions for a discovered keyword and the color indicates sentiment. Hover over each circle to view the total mentions and average review rating for that keyword.
Sentiment helps you to understand your customer's feelings about discovered keywords by assigning a Sentiment Rating.
The Sentiment Rating is generated using Natural Language Processing by IBM Watson:
Greater than 2.5 - 5.0 = Positive Sentiment (Green)
Less than or equal to 2.5 = Negative Sentiment (Red)
The goal of assigning sentiment to a keyword is to provide an understanding of a customer's attitude about a specific keyword separate from the review rating.
In the example above the customer gives a 1-star rating. However, their experience with "cold press coffee" is positive. The content of this review is processed to assign positive sentiment to "cold press coffee" regardless of the negative review rating.
‘Long line’ is also discovered and assigned negative sentiment.
Trends identify the percent change in the number of times a discovered keyword is mentioned between two periods.
Choose to compare the last 1, 7, 30, or 90 days to the matching previous time period to uncover keywords with the most mentions and track any increase or decrease in the number of mentions of a keyword within the selected period. You can also identify the top location for a discovered keyword.
Using Tags in Insights Report
Each section of the Insights Reports can be used to monitor Tags by changing the selection to display Tags.
Tags will appear grey and do not represent a positive or negative sentiment.