Use Explore to ask a question about your verbatims

Who can use this feature

Rights: Explore is enabled for your company by Diduenjoy, then an administrator grants access to the user roles that need it.

Location: the Text analytics page, on the verbatims list

Overview

Explore answers questions in your own words, building each answer from the verbatims in your filtered list rather than from a predefined set of tags or reports. That means you can go beyond what your team set up in advance, asking not just what customers say about delivery, which your tags already tell you, but whether they mention the scent of the new leather goods, or how they react to the handwritten note in their parcel.

Ask a question about your filtered verbatims

📷 Capture à ajouter (GIF)

1. Filter the list first. Set your period, tags and keywords so that the verbatims list holds exactly the feedback you want analysed. The answer is built from those verbatims and nothing else, and the panel states how many it covers. Change the filters and the scope of your next question changes with them.

2. Open Explore. In the header of the verbatims list, click Explore. The panel opens with a row of Examples, a free-text field and the Ask button.

3. Write your question. Type it in the Ask a question to explore your verbatims field, or click one of the examples to fill it. Ask in whichever language you work in: the answer comes back in the language you asked in.

Questions are answered from the text of the comments, so asking Explore to compare customer segments will not work; filter to the segment you want and ask about that instead.

1. Run the analysis. Click Ask. Your question is screened first, the panel confirms it with Question validated, and the answer appears below. A question that fails the screening, for instance one that targets a named individual, is not answered: the panel gives the reason and invites you to rewrite it.

2. Read the answer, and copy what you want to keep. The answer adapts its shape to your question, and the Was this helpful? control is how you tell us it landed.

Only one answer exists at a time: asking a new question replaces the previous one and there is no history, so copy an answer before you move on.

What this feature does not do

• Explore writes a synthesis of what your verbatims say. It does not list them: to find and read the individual comments on a topic, use the search and the filters of the verbatims list.

• It expresses volume in orders of magnitude, a third or almost all, not in exact counts. For figures you can rely on, use your dashboards and your reports.

• Answers are not stored and there is no history of your questions.

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This document is for information and illustrative purposes only. It does not represent any contractual engagement and is subject to change for the purpose of service improvements.