Sentiment Analysis Overview
Gainsight NXT
This article explains how end users can override the sentiments for Posts and Keywords.
Sentiment Overview
The Natural Language Processing (NLP) model in Gainsight reads through all the Survey and Timeline comments and assigns sentiment to each Post and Keyword.
The following are the types of sentiments assigned and the scale ranges from -10 to 10:
- Positive sentiment (indicated by green color, 3 to 10 being positive, with 10 being extremely positive)
- Neutral sentiment (indicated by yellow color, -2 to 2 being neutral)
- Negative sentiment (indicated by red color, -10 to -3 being negative)
Note: No specific weightage is given to the individual posts. Once sentiments are assigned, the overall sentiment is averaged.
Override the Sentiment Analysis in Text Analytics
While the Natural Language Processing (NLP) model assigns sentiments based on multiple factors, you have the ability to modify the assigned sentiment. This feature facilitates users to override the not so correct sentiments and also acts as a continuous feedback to Gainsight’s Natural Language Processing (NLP) model to get trained and improve its accuracy. You can override the sentiment at the Post level and Keyword level.
Note: Only owners or users with Edit or Admin privileges to the View can override the sentiment.
To override the sentiment at Post and Keyword levels:
- Navigate to Text Analytics > Sentiment - Historical Trends.
- Click the bar graph to the corresponding month as required.
- Click the data from sources Survey and Timeline to perform the override actions.
You can override the sentiment at the following two levels:
- Post level: In the Post level, the sentiment of the whole Post is considered.
- Keyword level: In the Keyword level, it tells what is the sentiment of the Keyword mentioned in the Post
Post Level
To override the sentiment at Post level:
- Navigate to the Post whose sentiment is to be altered.
- Click Text Sentiment to change the sentiment.
- From the popup,select the required sentiment.
- Click Save.The Post sentiment is updated.
Keyword Level
To override the sentiment at Keyword level:
- Navigate to the Keyword whose sentiment is to be altered.
- Click the Keyword and select the sentiment from the popup.
- Click Save. The Keyword sentiment gets updated.
Sentiment Override History
For every overridden sentiment, you can view the history and corresponding information of who modified it last and when the modification was made.
Click Reset sentiment to default value to revert the sentiment back to the default one assigned.
Note: This action clears the associated sentiment override history.
