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Allow user to determine whether feedback is positive or negative - Feedback Tab

In the Feedback tab - when reviewing the feedback the system uses AI to pick out certain words and provides a score that determines whether the feedback was positive or negative and associates a score with it e.g. "Positive: 90" or "Negative: -30" - it would be ideal if similar to how we are able to train the system to understand when 'Mentions' are positive or negative if we can also train the feedback received to track certain words as positive or negative. Sometimes a customers feedback is 5 stars with a positive review yet the score shows as "Negative: -30".

  • Guest
  • Jun 4 2019
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  • Guest commented
    05 Jun 08:22

    Agree completely.

  • Admin
    Neil Terry commented
    07 Jun 11:35

    Hi Abigail,

    This is an area we are reviewing as we expand the Performance Profiling capability. You can currently flag sentences which have been incorrectly classified in the Service and Product Performance reports. We are collecting this data to help with this kind of improvement moving forward.

    Thanks, Neil Terry (Product Manager)

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