Algorithm - A series of steps followed by a computer program in order to produce a desired output. A lot of computer science research focuses on finding the simplest or fastest algorithms to perform certain tasks. Keatext’s machine learning algorithm is specifically trained to extract customer feedback, finding the relevant Topic and its Opinion companion and assigning a sentiment to the Comment.
Analytics page - Go to the Analytics page to dive deeper into your data. Here you can set various filters to segment your results. Results are presented in three views; the Comment view, Topic view and Opinion view. Each of these views will contain a results list in descending order of frequency. Click on a row in the list to drill down to the original Record.
Artificial Intelligence (AI) - Refers to computer programs which are capable of performing complex tasks usually done by humans, such as recognizing faces in an image or, as in the case of Keatext, identifying customer opinions in text.
Blacklist - Contains results that have been hidden. This feature is used to clean data of unwanted noise. The Blacklist is organization-wide so if you blacklist something it will be blacklisted for everyone. Use you Blacklist carefully!
Column Headers - These are the titles of the columns in your CSV file. These will be displayed in the Record filters. For best results, CSV files should be structured with clearly marked column headers.
Comment - A Comment contains a Topic and an Opinion, and has a Sentiment assigned to it. A Record can contain numerous Comments and the same Comment can be present in numerous Records.
Commenter - The person who is giving feedback.
Commenter ID - A unique customer/employee identifier, such as an email or internal customer/employee ID linking an individual across multiple channels.
Comments Overview - Contains the number of Commenters in the selected sources. If you do not set a Commenter ID, the Comments Overview will be blank. This is useful for understanding the ratio of Comments to Commenter.
Comments without opinions (formerly Mentions) - These are contained in a fifth sentiment category. This is where comments that have a Topic but no associated Opinion or single-word responses containing only a Topic reside. This category is useful for tallying the frequency a Topic present in a dataset.
CSV - A file format used to store tabular data, such as a spreadsheet or database. CSV is the only file type that can be uploaded onto our platform. For analysis purposes, a typical CSV file should be structured into clearly marked column headers with at least one column containing customer comments and, if available, metadata.
Dashboard - This is where you will find a visualization of your data (currently not available to all users).
Data Source - This is the CSV file you upload to the Keatext system. You can upload multiple Data Sources to be analyzed separately or together, in any combination you choose. All of your uploaded Data Sources are accessible on the Sources page of the platform. You can also upload data from Zendesk and with an API.
Data Type - This is the classification that specifies which type of value a field contains in the original CSV file. The options are: Datetime, Text (general characterization, such as a string of text), number (a price or any other numeric value).
Date Format - The different date and time representations supported by the system.
Delimiter - A character that marks the beginning or end of a unit of data. The Delimiters supported by the Keatext system are a comma, semicolon, or tab. The Delimiter will normally be auto-detected when you upload a CSV file.
Exports - All exports are downloaded as a compressed file containing the requested export in CSV format. If the results exported come from different datasets, each one will be a separate file. Any filters you have applied will be represented in the export.
Filters panel - this opens to reveal a panel allowing you to filter by the metadata contained in your CSV import.
Filterset - Filter combinations that can be saved for later use. A Filterset is composed of one or more filters. They can be as simple as a single Time Filter or as complex as multiple Record Filters used in conjunction with other filter types.
Groups - A variety of words and phrases that express the same idea grouped together by Keatext’s AI technology. There are two types of groups, Topic groups and Opinion groups. You can manually modify groups if you wish.
Hide - This sends the selected results that have been check marked to the Blacklist.
Hide All - This sends all of the results to the Blacklist.
Homepage - The Homepage offers different visualizations of your data. It allows you to quickly and easily spot trends and insights, and helps you narrow down areas that you may want to dive deeper into on the Analysis page.
Interest - This is the title of the far-left column on the Analytics page. If looking at a specific time frame (other than "All Time"), frequency trends will be highlighted here.
Level of Interest - A graph that shows the volume of Records over time.
Machine Learning - The study of creating computer programs which perform complex tasks by "learning" a statistical pattern from many thousands of examples, rather than by following preset rules.
Management page - This is where you manage Filtersets and customize Groups.
Move Topics/Opinion - This is used to join two or more Topics, or two or more Opinions, into one group.
Metadata - data that supplements the unstructured text that is analyzed by the software, for example, dates, respondent ID’s and demographics. This metadata can be used for filtering and for Correlations.
Metadata Correlations - Show the volume distribution (of a comment Topic or Opinion) by a chosen metadata field.
Natural Language Processing (NLP) - The science of designing computer programs that can process or generate human language.
Opinion - A word or words—often an adjective or a verb—that describes an attribute of the Topic it accompanies. For example, in the sentence “The carpet is dirty”, “dirty” is the Opinion.
Organization - A Keatext Organization is like a repository for your datasets. Each company that licences Keatext will be given an Organization. Think of it sort of a company account. A company can have many Organizations. Each Organization has its own Groupings. An Organization can have many users and a user can belong to many Organizations.
Praises - The Sentiment category that contains positive Comments.
Primary date field - A timestamp (usually when feedback was originally collected). If set during the upload, Time filters will be enabled.
Problems - The Sentiment category that contains negative Comments.
Questions - The Sentiment category that contains questions.
Rank - On the Analytics page, this column ranks results in order of Record or Comment frequency so you don’t get lost as you navigate down the list.
Record - A Record refers to one entire row in the CSV file, regardless of the number of columns/fields/cells present. It is the feedback or response given by a single Commenter.
Record Count - A column on the Analytics page that displays changes depending on which page has been selected: Comments, Topics or Opinions. It displays the number of Records that contain this Comment, Topic or Opinion on the corresponding pages.
Record Filters - Filters that are specific to a dataset. They are personalized, based on the data you upload, and they mirror the columns in the CSV file.
Search Filter (Search bar) - It allows you to search for granular results. Results appear as Keywords, Topics or Opinions.
Sentiment Filters - These filters allow you to choose which categories of Comments you’d like to explore: Problems, Praises, Suggestions, Questions or Mentions.
Sentiment Score - A mathematical calculation that is used to determine the polarity (positive or negative) Sentiment of the dataset. The score will range from 0 to 10.
Settings page - You can manage users and check your usage on this page.
Source Filters - This filter allows you to analyze sources individually, together or in any combination you choose. Activate Source Filters by clicking the checkbox beside each source in the Record Filters panel. If you have are working with a survey you can use this filter to analyze the questions one at a time.
Sources page - This is where you upload files to Keatext.
Suggestions - A Sentiment category that contains recommendations.
Text Mining (Text Analytics) - Extracting meaningful insights from unstructured text.
Time Filters - Allows you to isolate and compare time periods. If you set the Primary date field when uploading the date you can use the time filters at the top right of the analytics page, if not access them through the Record filters.
Tags - Give you greater control over how you organize your data on the platform. You can assemble a combination of Topics, Opinions, and Sentiments together under the same Tag. They can be manually applied to organize your findings further based on KPIs, customer journey steps, milestones, consumer concerns, and so on.
Topic - The main subject of the idea expressed. A Comment may contain several Topics, and a Topic can consist of multiple words.
Total Commenters - The total number of Commenters refers to the total number of people who have given feedback.
UTF-8 encoding - CSV files must be encoded in this standard because it allows for accents and special characters. It is the most widespread encoding, and supports special characters for non-European languages.
Visualizations - The representation of data in graphs.
Learn about these topics in Keatext’s Learning Hub: