Once you have plenty of data in your CX Social Inbox, you need to start gathering insights about what your customers are actually saying. Because of this, you want to ensure the data is structured. CX Social will help you structure the data by using Category Models.
CX Social supports the categorization of unstructured data using Category models. Out of the box, we support over 20 standard industry models, but we can also offer you customization of these models, or tools to set up your own models.
There are two sorts of models:
● The vertical models focus on the categorization of major industries, e.g. the telecom, automotive or lodging sector.
● The horizontal models will help you with the analysis of different feedback approaches. They are useful across all industries. They focus, for example, on the website experience of the customer or they determine the basic emotions in customer feedback.
Below we explain how you can set-up the Standard Industry Models for your CX Social topics. Please contact your Customer Success Manager if you want to customize or create your own model(s).
● Activating Standard Industry Models within CX Social
● What Happens After the Activation of One or More Category Models?
● Are Category Tags Available in All Languages?
Activating Standard Industry Models within CX Social
To activate a Category Model, you navigate to Account Settings > Topics > and select the Topic for which you want to categorize and tag the incoming mentions. A Category Model is applicable per Topic and models can be different per Topic.
After clicking on “Add Category Models”, you will see the following pop-up.
You have the option to choose between the available Horizontal and Vertical Category Models. In this support article, there are detailed descriptions of every model available. After choosing one or multiple Category Models, you have the option to tag every new incoming mention with the Category Tags or only a part of your data.
Example: In case you only want to use Category Tags on mentions that are coming from Twitter, you can apply this filter (source: Twitter) here in the Category Model Settings.
After adding the Category Model to your Topic, you will see that the Basic Emotions Model is active. In the Filter column, you can see which mentions that will be tagged with the Category Tags.
The Category Models are now active. The Tags, sent from our Clarabridge CX Analyze software, will be applied on those specific mentions. When you go to your Account Settings > Tags, you will see an extra field where you see the Active Category Models. You will be able to set Tag visibility at this location.
In this pop-up you can choose if these Category Tags should be shown on your mentions in the Inbox. When you have multiple active Category Models, a lot of Category Tags can be applied to your mentions. This can be a bit overwhelming, and therefore we've created the option to not show the Tags. However, you will still be able to filter on Category Tags (even if they are not visibly shown on mentions). In short: when the Category Model is active, all new mentions - matching your filter - will always get tagged with the relevant Category Tags. These Tags can be hidden, but you can always filter on them.
What Happens After the Activation of One or More Category Models?
New incoming mentions - in our example from Twitter - will get visibly tagged with the Category Tags from the Basic Emotions Category Model. You can see that 'happy' tweets will be automatically tagged with the Happiness Tag. Tweets about 'crying' and 'being sad' will be tagged with the Sadness Tag.
Note that Tags are added asynchronously. Once you've set up a new Category Model, we will tag mentions from this month and the previous month back. Keep in mind that it can take a while before these Tags get applied to new data.
Are Category Tags available in All Languages?
As you know, mentions are sent over to the CXA instance to be analyzed and sent back with the appropriate Tags of the Category Models you've activated within CX Social. Currently, we are covering multiple Category Models, and each Model will analyze mentions in different languages. Please be aware that not every language is available in every Model. Please consult this support article if you need an overview of which mention(s), regardless of the Model, are being analyzed.
Once you've selected a certain Category Model, your mentions in English, Spanish, and French, are sent to the CXA instance to get analyzed in the corresponding language. Please keep in mind that the returned mention results will contain the appropriate Tags in English only. In other words, the multi-lingual mentions are analyzed, but the Tags will be applied in English only.
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