PathosAI is an AI tool to analyze customers’ open-ended feedback. The tool performs following tasks:
It is designed to help our clients gain insights into their customers’ feedback, understand what is working and what is not working, and where they need to prioritize actions. These insights can help them improve specific features of their products, services and quality of interactions with their customers across touchpoints.
Customers have a general tendency to openly share what they truly feel when asked to respond to open-ended questions. Therefore, our ability to analyze this data, identify implicit sentiments and emotions, and do it through a contextually aware AI model is a critical value addition to our clients.
Another key element of the product is our ability to perform analysis based on the industry sector. What is important to customers when dealing with one product/service, may not be as important to them when dealing with a different industry. For e.g. safety would be most important for airline customers, but not so much for customers of a fashion retailer.
We have built the dashboard answering the ‘so what’ question as we go through the dashboard from top to bottom.
Setting up sentiment industry to categorize extracted topics into domain-based themes.
To set up sentiment industry:
Click on the pencil icon, select industry from the dropdown and click on update industry.
PathosAI automatically selectes the first open-ended question in the survey sequence as the data analysis source. You have the flexibility to choose an alternative question from the question source drop-down menu, which exclusively displays open-ended questions.
The "Breakdown" feature serves as a secondary filter, enabling a more detailed examination of the displayed data. By choosing a breakdown question, you can explore various facets of the responses and conduct a more comprehensive analysis in conjunction with the selected source open-ended question.
PathosAI dashboard displays
You can filter responses by themes and topics. For example, by the 'Staff' theme and the 'Cabin and crew' topic.
The overall sentiment score is presented on a scale from 1 to 5. Furthermore, the sentiment distribution bar employs red to indicate negative sentiments, yellow for mixed sentiments, green for positive sentiments, and gray for cases where no sentiment is detected by the AI model.
When a user clicks on any of the colored bars, they will be able to view all the comments associated with that sentiment category (negative, mixed, or positive) and associated themes.
Within these charts, there are multiple themes available, yet the top 10 themes are exhibited alongside their associated sentiment scores. When the breakdown feature is enabled, it will provide sentiment scores categorized by themes for the chosen responses. For instance, if you choose responses related to "How often do you travel via airline ?" The chart will exhibit sentiment scores grouped by themes for the selected responses. When you click on any of the bars in the charts, it will prompt a pop-up window to appear, presenting all comments and details regarding the current selection. When you click on any of the bars in the charts, it will prompt a pop-up window to appear, presenting all comments and details regarding the current selection.
It presents the overall response count per theme. If you opt for positive sentiment, it will showcase the total number of positive responses for each theme, broken down by the selected answer options.
This provides a comprehensive view of all themes and topics, including their response counts, scores, and sentiment distribution.
Topics are grouped under the theme.