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Edit Sentiment

Updated

Overview

The Edit Sentiment feature allows you to directly improve the accuracy of TrustYou's Sentiment Analysis system. You can correct sentiment labels and sub-categories that the AI misidentified, add brand new matches the AI missed, and adjust the text span of existing matches to more accurately reflect what guests said. You can also filter your Inbox to quickly find all reviews with manual edits.

 

Benefits

  • Improves AI Accuracy: Helps refine the behavior of TrustYou's semantic analysis models through high-quality corrections.
  • Empowers Users: Enables users to align sentiment labels with their interpretation and context.
  • Enhances Data Reliability: Contributes to more accurate Insights and Reports across the platform.
  • Captures Missed Matches: Lets users highlight text the AI didn't detect and add it as a new sentiment match, so no guest feedback goes unrecorded and your scores reflect the full picture.
  • Refines Match Precision: Users can extend or shorten the text span of existing matches to reflect exactly what guests said, not just an approximation.
  • Quickly Identify Edited Reviews: A dedicated filter in the Inbox makes it easy to find all reviews where sentiment has been manually edited.

 

Feature Details and Explanations

Sentiment analysis can be subjective, and the AI may not always reflect the correct interpretation of a Review. Mistakes can happen in classifying sentiments or assigning sub-categories. The Edit Sentiment feature gives you the power to flag and correct these issues.

To ensure data quality and prevent misuse, edits are reviewed by a Moderation AI. This safeguard layer follows strict moderation rules and will reject edits that are unclear, inconsistent, or appear inaccurate.

If an edit is uncertain, the Moderation AI is designed to err on the side of caution—preferring to reject unclear edits rather than risk applying incorrect ones. This helps ensure that only high-confidence, quality user contributions are accepted into the TrustYou platform.

Note: Even rejected edits are stored and reviewed internally for future improvement of both the Moderation AI and Sentiment Analysis AI systems.

 

Important Note

Edits made using the Edit Sentiment feature apply only to the specific Review and sentiment instance you modify. These corrections do not trigger immediate model retraining.

For example, if you change the phrase "Room is crazy" from negative to positive and correct the sub-category from Room-Cleanliness to a more accurate match, the same phrase in a new Review may still be interpreted using the original classification. This is because the model has not yet been updated with your input.

Model improvements are rolled out in periodic, batch-based retraining cycles. These cycles determine which edits influence future predictions, based on:

  • Uniformity of the suggestion (whether it is relevant for most users)
  • Moderation AI verdict (only accepted edits are considered; rejected edits go through another validation round and may be excluded from retraining)

 

Editing Best Practices

To maximize the chance your edit is accepted and contributes to model improvements, follow these best practices:

  • Correct sentiment, don't delete: If a sentiment is incorrect, change it rather than deleting the match. Deletions instead of corrections may lead to edit rejection.
  • Fix sub-categories, don't delete: If the wrong sub-category is used, update it rather than deleting the match entirely.
  • Main categories are fixed: You cannot change them through the edit interface.
  • Manage sub-categories carefully: Remove irrelevant sub-categories before adding new ones. An incorrect final set can cause rejection.
  • Avoid unnecessary deletions: Only delete matches when they are irrelevant or factually incorrect. Unjustified deletions may be rejected.
  • Use neutral sentiment wisely: Neutral sentiment applies to mixed or average experiences. Mislabeling sentiment type can result in rejection.
  • Be context-aware: Aim for precise, well-considered corrections that improve both current Review accuracy and long-term AI learning.

By following these best practices, you play an essential role in improving the quality of sentiment analysis across the platform.

 

Rejected Edits

If your edit is rejected, revisit the best practices above to ensure compliance. If you believe your correction is still valid, you can click Submit again. While the edit will not be applied to the platform, it will be stored as feedback for future evaluation.

All edits—regardless of moderation status—are stored in our system and may be considered for future improvement cycles of the Moderation AI and Sentiment Analysis AI systems.

There is no fixed schedule for these cycles. Frequency depends on the volume of edits received, severity of identified issues, and trends in rejected submissions.

 

How to Edit Sentiments

You can edit existing matches, add new ones the AI missed, and adjust a match's text span — all from the same Edit Sentiment panel.

  • Access the Edit Sentiment panel
    From the Inbox or Dashboards, open a review. Then either:
    • Right-click on a match and select Edit Sentiment, or
    • Click the Edit Sentiment button to see a panel with all detected matches listed.

 

 

  • Choose what to do
    From the panel, you have three options:

    • Edit an existing match — Click on any detected match to edit. You can change the sentiment type (positive, neutral, negative) or update the sub-category.

      You cannot change the main category.

    • Extend or shorten a match — Click on an existing match and adjust the highlighted text span to more precisely capture what the guest said.
    • Add a new match — If the AI missed a match entirely, select the relevant text directly in the review body. A prompt will appear to add it as a new match. Choose the appropriate sub-category and sentiment type.

 

  • Track your changes
    As you make edits, a blue dot appears next to modified matches and a counter shows how many changes you're requesting. You can work through multiple matches one at a time.
    • Start over: Will allow remove all the changes and allow you to start fresh in making the changes.
    • Also, on click of any requested edit, you will be able to modify the request.
  • Submit for Moderation
    When you're done, click Submit. The Moderation AI reviews all changes for quality and consistency.
  • Review the Results
    A list of approved and rejected edits will be displayed. For rejected items, hover over or click the warning icon to see the reason.
  • Save the Changes
    Click Save to apply approved edits. You'll be redirected back to the Inbox or Dashboard.

 

  • If no edits were saved, as they couldn't pass the moderation.

 

  • User Attribution
    • If the person who made the change belongs to the same Organization, their username will be displayed next to the edit.
    • If not, only a general "Edited" label will appear.

 

Filtering Edited Reviews in the Inbox

You can filter your Inbox to show only reviews where sentiment has been manually edited. This makes it easy to audit past corrections, track team activity, and stay on top of sentiment quality.

  • Open the Inbox
    Navigate to the Inbox from the main menu.
  • Open the Filters Panel
    Click the filter icon to expand the available filter options.
  • Select the Edited Sentiment Filter
    Enable the filter to show only reviews that have had a sentiment edit submitted.
  • Apply
    The Inbox will update to display only matching reviews, so you can quickly review and manage all edited sentiment entries.

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