Critical Comments
Challenge
Analyzing and processing unstructured data is key to turning feedback into actionable decisions. Often, there are critical comments that require immediate attention. Sometimes, identifying these specific comments can be extremely difficult when working with large volumes of feedback, within 10,000 comments, there may be only 3 or 4 high-risk issues that must be addressed instantly.
This is exactly what Critical Comments is designed to solve.
What is it?
Critical Comments is an enhancement to Comment Explorer that automatically identifies and highlights comments requiring immediate attention. Using GenAI text analytics, the feature flags critical comments with a clear label and assigns them to specific categories, helping users quickly understand the nature of the issue.
This ensures that high-priority feedback is surfaced instantly, enabling teams to focus on what matters most and take timely action.
Benefits
- Automatically surface high-risk feedback: Identifies critical comments in real time, ensuring serious issues like safety, health, legal, or compliance risks are never overlooked.
- Structured categorization across +10 critical alert types: Classifies feedback into clearly pre-defined categories (e.g., food safety, injury, discrimination, privacy), giving teams immediate context on the nature of the issue.
- Prioritize and act with confidence: Removes the need to manually search through comments, allowing teams to focus on the most urgent and impactful feedback first.
- Protect customers, operations, and brand reputation: Enables faster response to critical incidents, helping mitigate risk and improving customer trust.
Knowledge Agent Top+ Bottom Performer
Challenge
Existing approach to identifying top and bottom performers is a manual, multi-step process across numerous applications.
What is it?
Knowledge Agent can instantly identify and analyze your top and bottom performing locations and employees across key metrics and experience topics.
It highlights what great looks like by surfacing the behaviours and drivers behind your highest-performing locations, enabling you to replicate success at scale.
At the same time, it uncovers the root causes behind underperformance, providing clear, actionable insights to help you prioritise and implement targeted improvement initiatives.
Benefits
- Replicate Success at Scale: Instantly understand what great looks like by surfacing the behaviours and drivers behind your highest-performing locations, enabling you to replicate success at scale.
- Root cause behind under performance: uncovers the root causes behind underperformance, providing clear, actionable insights to help you prioritise and implement targeted improvement initiatives.
- Faster time to insight: Manual workflow no longer required, with a simple question identifying the themes across your top / bottom performing locations across key areas of interest.