Creating a Customer Sentiment Analysis model

Overview

You can use the data from customers' feedback to make important business decisions. The Customer sentiment analysis model helps you to use the written feedback provided by the customers to derive their sentiment and the specific business aspects that they are concerned about.

Reputation management is available for users using a sentiment model and data from Google reviews. Now, users can see the overall sentiment of the reviewers on the SkyPoint Platform.

To name the Model

Follow the below steps to name your customer sentiment analysis model:

  1. Go to Predict > Built-In.

The Predictions page appears.

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  1. In the Create tab, click Use this model on Analyze sentiment in customer feedback (preview).

The Customer sentiment analysis (preview) form appears.

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  1. Click Get Started.

The Model Name page appears.

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  1. Type a unique name in the Name this model for you text area.
  2. Type a name in the Output table name text area.
  3. Click Save & Proceed.

❕Note: The Output table name is the name given to the model table. It will appear on the databases page after running the model.

The Required data page appears.

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To add Required data

Follow the below steps to add data to your customer sentiment analysis model.

  1. In the Required data page, click Add Data.

The Add Customer Data form appears.

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  1. Select Feedback table from the drop-down list.
  2. Select Feedback attribute from the drop-down list.
  3. Select Attribute for feedback date from the drop-down list.
  4. Select the Feedback start date from the calendar widget.
  5. Select the Feedback end date from the calendar widget.

❕Note: The other fields like Relationship Name, Table, Field, Customer table, and Matching field gets auto populated.

  1. Click Save.

The Table gets created in the Required data page.

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  1. Click the horizontal ellipsis in the Actions column and do the following:
If you want to Then
Modify the Table Select Edit.
Delete the Table Select Remove.
  1. Click Save & Proceed.

The Data updates page appears.

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To add the Data update schedule

Follow the below steps to schedule your data update:

  1. In the Data updates page, perform one of the following actions:
To Do
Import your data automatically every week Select Weekly.
Import your data automatically every month Select Monthly.
Import your data automatically every three months Select Quarterly.
Choose not to import your data automatically Select Never.

❕Note: Although there is an option of choosing not to schedule your data imports, you are still not recommended to select that option. That is because, adding more data would provide your model with more behavioral patterns that would fuel predictions, and improve the accuracy of your results significantly.

  1. Click Save & Proceed.

The Review your model details page appears.

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To review and run your model

Follow the below steps to save your customer sentiment analysis model or run it:

  1. In the Review your model details page, click the Edit icon to edit the details.
  2. Once you complete your review or editing, perform one of the below actions:
To Do
Save and run your customer sentiment analysis model Click Save & Run.
Save your customer sentiment analysis model Click Save & Close.