Suggest sentiment improvement

Benefits

The Suggest sentiment improvement feature gives you a direct way to enhance the accuracy of TrustYou’s semantic analysis system. By flagging mismatches or incorrect subcategories, your feedback helps our AI learn and improve. Over time, this leads to better, more accurate insights across the platform.

It’s a team effort—your input plays a key role in reducing errors, improving the system’s performance, and ultimately helping everyone get more reliable data from reviews.

What is this feature for?

CXP’s semantic analysis is powered by SentimentAI—a sophisticated language model trained on expert-annotated data created by TrustYou. This allows it to detect patterns in review content and generate relevant semantic opinions. While the system is highly advanced, it’s not perfect. That’s why we’ve created a way for you to share your feedback when something seems off.

The Suggest sentiment improvement feature allows you to report inaccuracies directly from the Inbox or the Sentiment Dashboard. These suggestions are then reviewed by our team and used to further train and refine the model during regular update cycles.

How to suggest improvements on subcategories or sentiments in CXP?

You can suggest improvements from two places in the platform: the Inbox and the Sentiment Dashboard. Here’s how:

1. Find the review with the error

   • Sentiment Dashboard: Right-click on any widget with the drill-down option and select "Show reviews" to view the associated reviews.

• • • Inbox: Open any review and find the semantic matches listed on the left-hand side.

2. Click on the highlighted match

In the review content, click the highlighted text where you believe the sentiment or subcategory is incorrect. A contextual menu will appear. Select Suggest sentiment improvement.

3. Submit your suggestion

A modal window will open showing the current sentiment and subcategories applied to that match. You’ll see two options:

a.Not a match: Choose this if the highlighted text doesn’t match any relevant sentiment or subcategory.

b. Sentiment or subcategory: Choose this if the sentiment or subcategory is wrong.

You can then:

Change the sentiment by selecting a different sentiment chip.

Adjust the subcategory by removing the existing one(s) and selecting a new one from the dropdown.

4. Once you’ve made your changes, click Confirm to submit.

Note: Your feedback won’t result in an immediate update to the review. Instead, it’s stored and used to improve the model in the upcoming training cycle.

What happens after you suggest an improvement?

Once submitted, your suggestion is stored in our database and reviewed by the TrustYou Product & Engineering teams. Validated suggestions—meaning actual errors were found—are flagged for use in model retraining.

Retraining happens twice a year, in June and December, and your input helps us make SentimentAI smarter and more accurate every time.

Will my suggestions be reflected in the platform?

Not right away. Even if your suggestion is confirmed as valid, the review itself won’t be updated immediately.

Instead, your feedback contributes to long-term improvements in the system. Every retraining cycle makes our AI smarter, so future reviews are analyzed more accurately.

And remember: no semantic analysis system is perfect. But with your help, we’re getting closer—making insights clearer and more meaningful for everyone.