How do I customize Topic or Opinion Groups?

When many different people provide customer feedback, their comments will contain a wide variety of words and phrases to express the same idea. Keatext groups all these variations automatically to allow the user to save time. A group is a container for one or several Topics and Opinions that are synonymous, nearly synonymous, or should be treated as such by Keatext.

The above example shows variations in the Opinions. Here, “dirty”, “filthy”, “stained”, “grubby”, “gross”, “not been cleaned” and even the misspelled “unclen” are all grouped together. Each group has a representative label, which in this case is “dirty”. The labels are chosen automatically based on frequency and other parameters, such as length.

The user has control over both Topic groups and Opinion groups, which in turn affect how Comments are grouped.

Topic and Opinion groups are ranked in order of comment count, showing a clear prioritization based on how widespread a specific Problem or Praise is.

In some instances, users may want to customize the analysis to further adapt and refine the text mining results to suit their needs. There are several reasons why a user would choose to do this, including a need to reflect domain knowledge in the results, change the focus of the analysis, or tweak some visible errors.

Groups can also reflect organizational knowledge—for example, a “unit” and an “apartment” may mean the same thing for an apartment leasing company. Your organization may also use abbreviations (such as CSR for customer service representative in call center transcripts or other documents).

For small tweaks, modifying groups can be quite powerful. However, for recurring issues with accuracy, it’s best to discuss this with your Keatext account manager to see if retraining is a better option than tweaking groups.

It’s important to note that groupings are organization-wide. If several users are part of the same organization, changes made to groups by one user will be reflected for all users.

Immediately after you make any sort of modification you will see an undo button appear at the bottom left of the screen. You have a few seconds to undo the change you just made before this option disappears.

If you want to undo changes made prior to your last modification, for example you merged two groups together accidentally, you will have to find the group in question and manually unmerge them by recreating the two groups.

If your mistakes are too extensive you may have to reset the groups. This should not be taken lightly. You will be erasing all of the grouping modifications you have made since you started modifying and roll back to “factory settings”. The reset button returns all of the groups, for all of the users in the organization, to default, so it’s best avoided if your organization has spent hours customizing its groups. You cannot undo this reset once it has been done.

It’s good practice to export your grouping file once modifications are complete. In the case that someone resets your groups, you could always import the grouping file and you will not have lost your work.

First, head to the Management page by clicking on the navigation menu on the left of the screen. This page is used to manage Topic and Opinion Groups, Filtersets, Tags and Sentiments. Click on either Topics or Opinions.

In the following example I will refer to Topics but the exact same functionality is available for Opinions.

This page has two panels. These two panels contain exactly the same information. At the top of each panel you have Ungrouped Topics - Topics that have not been placed within a Topic Group.

Underneath you have Topic groups - all groups with more than one member. To see the members of a group, click on the arrow to the right of the group name.

The idea is that you can drag and drop full groups or members of a group from one list to another to reorganize as you wish.

Below we can see the group Promo has been searched for and opened. This is indicated by the change of colour of the header to purple. You can see all the members within that group.

To get a better idea of the context in which a Topic is being used, click the little speech bubble to the right or the Topic and you will be taken to a preview of some comments that contain that Topic.

The panels can be sorted by number of members in the group, as well as alphabetically by group name, and by frequency of time that member occurs. You can also use the search bar to find a specific topic.

Dissolve group - Permanently breaks a group down into individual members.

Merge groups - Combine two or more groups into one larger group.

Note: You can also use drag and drop to merge groups. Simply drag one group into another. This can be done within the same panel or from panel to panel.

Move - Select a member and move it to a new or another existing group.

Remove - If you remove a member from a group it will become an ungrouped Topic.

Note: These actions can also be done with drag and drop. For example you could drag a member of one group to another group or you could drag it to the ungrouped topics list.

Click on the three dots at the top of the panel to view only the groups you have modified or to view as a flat list. This removes the higher level grouping and you see all individual topics in one list with no grouping applied.

In the upper right corner, you’ll also see the “Reset Groups” button. As mentioned above, please be very very careful with this button! This will reset all the groups that you have manually modified back to the groups that were formed automatically with Keatext’s AI technology. The reset is organization-wide, meaning if you reset, you reset for all the users in the organization. Once the reset is performed you will lose the manually modified groups permanently.

Once you are done modifying your groups they can be exported in JSON format to be used in another organization, or to be saved in the case that you need to reimport your groups to this organization.

You can import groups by uploading a JSON file. If you make changes to your JSON file before uploading, please follow the guidelines provided.

If you make any modifications to a JSON file, it is a good idea to check to make sure it is valid prior to importing. This link should help you with that.

Smart grouping allows you to regroup topics once new data has been added.

Watch the video below for more information on grouping.