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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