AI Sentiment Insights configuration
The AI Sentiment Insights is completely automated and systematic. Once configured, all incoming feedback automatically triggers real-time sentiment analysis without manual intervention. Weekly recommendation analysis also runs automatically.
⚠️Important: To get started and to have the AI Sentiment Insights configured, we need your approval to:
Process your historical data: Run the last 3 months of customer feedback through the AI analysis to establish baseline insights
Enable ongoing analysis: Continue processing new feedback in real-time going forward.
Configure your categories: Set up specific categories.
The setup takes 3 days with no system downtime or impact on your current Feedback process. In addition, there are no commercials associated with this, and it would be included in your current Feedback & Enquiries module.
🤓Tip: The recommended 5 categories are:
Cleanliness
Customer Service and Staff
Facilities and Equipment
Booking and Classes
Membership
Maintenance
AI Sentiment Insights filters
Brand and locations selection
If you are on a multi-brand setup, from the All Brands dropdown, you can use the Brand selector to view data for all brands or a specific brand.
Click the All Brands box, then select the relevant brand.
📌Note: Once you select the brand, you will have a dropdown for the locations.
From the Locations box, select the relevant location.
Date range selection
The date range selector allows you to choose a custom time frame for your displayed insights.
To amend the date range of the data displayed on your charts, follow the steps below:
Click the date box, and choose one of the displayed options:
Today.
Yesterday.
Last 7 days.
Last 30 days.
This Month.
Custom Range: This allows you to freely choose a date range of your choice.
If you choose Custom Range, click Apply.
Export the charts
To export the AI Sentiment Analysis Overview charts as a PDF containing all of the above charts, click Export.
Overview
AI Sentiment Analysis Overview
This KPI section highlights to you the major insights for the last 90 days by default. It includes:
Total Feedback: Overall number of feedback tickets.
Positive Feedback: Count and trend of the positive feedback tickets.
Neutral Feedback: Count and trend of the neutral feedback tickets.
Negative Feedback: Count and trend of the negative feedback tickets.
Category Insights
The category bar chart shows the feedback tickets distribution across the 5 categories you have configured, to help you to identify which category customers mention most frequently.
AI Highlights
The AI Highlights displays common keywords and phrases from feedback and enquiries tickets. Examples: menu options, dietary requirements, great service, high price, disappointment. This will help reveal recurring themes for quick trend spotting.
Feedback
Customer Feedback Highlights
The Feedback Highlights section makes it easy to quickly review the most positive and negative comments without searching through all tickets. AI-generated tags summarize key themes for faster understanding, while the built-in reply option allows immediate engagement. Plus, you can export these insights for efficient reporting and team reviews.
Customer Feedback Highlights tabs
The Customer Feedback Highlights allows you to view on different tabs:
The top 5 positive comments.
The top 5 negative comments.
The comments are automatically selected by the AI for relevance.
Change the filters
Click the Recent Top Rated drop-down, then select the relevant option:
Most Recent.
Highest Rated.
Recent Top Rated.
Once selected, your view will refresh to apply the filter you've chosen.
Feedback Comments Details
Each comment in the Customer Feedback Highlights shows:
The customer's name.
The feedback ticket status.
The feedback ticket score.
The feedback ticket comment.
AI Tags: The keywords summarising the feedback.
Reply button: Allows direct response to the feedback from this screen.
Recommendation
Feedback Summary
The Feedback Summary is a short AI-generated overview summarising overall performance for the chosen 5 categories. It provides clear, AI-driven recommendations so you can quickly identify problem areas, prioritise improvements, and enhance customer experience without manual analysis.
Each feedback summary for the categories includes:
The overall score for the category.
The trend percentage for the category.
An AI-generated comment explaining the issue or positive aspect for the category.
To switch from the summary of a certain category to another, click the next category.