Step 2: Build a highlights view
Synthesize and summarize highlights to create actionable insights
Create a new view
Head over to views and click '+ New View'
Filter by folder, category, and more
First, make sure the view is filtering by the folder(s) you want to analyze. Then, choose a category you'd like to analyze first.
When you have your filters set, click Apply.
Discover themes
Ready for the magic? Click discover and watch as CustomerIQ groups and tags the highlights in view by theme.
Clean up tags (group labels) and classify new data
CustomerIQ's AI should get you about 90% of the way to mapping highlights into their common themes, but we want to get our view tags perfect. Here's how:
Update group names/tags
When grouping by view tag, click the action button and select "edit tag name" and save an edit of the tag name
Manually add tags to highlights
Sometimes you'll find the AI clusters similar highlights together that you'd rather see as specific topics. You can tag any highlights by selecting highlights then clicking "Add tags." Enter your new tag and your view should update with that new tag and group.
Views learn from your changes
As you make changes to tags and organization in views, the classification models used to classify new highlights by those tags learn and improve.
Classify new highlights as they appear
As new highlights come into view they will be uncategorized. You can automatically tag these highlights by tags in the view by clicking Classify.
Discover will clear existing tags
Running discover after you have edited tags and group names will replace those names with new AI-generated tags. If you have customized tags we recommend classifying new highlights with existing tags.
Build as many views as you'd like
Repeat this process across other categories, sentiments, or folders to analyze different segments of feedback.
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