To the right of the main menu, there’s a list of filters. At the top, the broadest category is All. Selecting All shows all individual data points in the main viewing screen on the right.
Below All are different filtering categories, described below. You can apply one or multiple filters at a time.
Below All, there’s a filter category for apps, e.g. Zendesk, Intercom, Salesforce, etc. These filters allow you to view only the customer feedback data points that came from each app. You can apply one or multiple app filters.
Below All and app filters, there are three filter categories: sentiment, emotion, and tags. These are standard for all Viable accounts.
Sentiment refers to a customer feedback data point that was either negative, positive, or neutral. This filter provides a snapshot of sentiment as a percentage of all customer feedback data points.
Emotion works similarly to Sentiment: filter by one of six emotions to get a snapshot of how your customers feel:
Tags are labels that our AI model has assigned to a customer feedback data point. As an example, consider the following:
“I find the boards feature to be extremely helpful in organizing my time throughout my day. It saves me time and makes daily tasks much more manageable.”
Our AI model might assign the following tags to this piece of feedback: boards, organization, time-saving, daily tasks.
Bringing it all together: the Viable AI would likely assign this customer feedback data point a positive sentiment and the delighted emotion.
Below the sentiment, emotion, and tags filters are segment filters: trait-based categories such as job title, company size, etc. These are custom, depending on the segmentation fields from your integrated customer feedback apps.
Segment filters are imported from your integrated customer feedback apps, including apps such as Clearbit.
For example, to analyze customer feedback data points by job title, select the job title filter. To analyze customer feedback data points by company size, select the company size filter. Etc.
You can customize the date range of the customer feedback data you want to analyze. Let’s say you only want to see customer feedback that came into your systems within the last 30 days. You can apply the last 30 days filter. You can also filter by last 90 days, last year, or all time.
Last Updated: 12/02/20
Asking questions in Viable
With just a handful of examples and minimal instruction, the GPT-3 language model we use in Viable predicts the words or text it should generate next. Like any other model, it needs something to learn by. At Viable, we have spent many hours training our GPT-3 model to provide useful answers out of …
The Tags view allows you to analyze all customer feedback data across customers and apps by a label or tag. The AI that powers Viable does the job of sorting through the ingested customer feedback data, identifying themes, and tagging them by relevant topic. Tags can be for features, capabilities, …
In the Segments view, you can view customer feedback data by specific segment or trait. Viable will import segments that already exist in your integrated customer feedback apps. The default view will show an aggregate summary of segments ranked by number of data points per segment. It includes …