Smart Keywords are here to add more precision to your Taxonomy

Tiffany Go
Head of Product Marketing
June 5, 2024

We are excited to announce a significant enhancement to our Taxonomy model: Smart Keywords. This new feature gives you more control and precision in categorizing and understanding customer feedback. With Smart Keywords, you can add or update included and excluded phrases, provide tracked keyword descriptions, and enjoy improved keyword predictions and organization.

Smart Keywords give you enhanced control over your Taxonomy

Smart Keywords's standout benefit is its enhanced control. Peep our help center for more information on how Keywords are used and set up in Enterpret. You can now capture how your customers talk about your product and align it with how your team discusses it. This dual perspective ensures that your feedback categorization is both precise and complete.

Smart Keywords allow you to:

  • Add or update included phrases to ensure relevant feedback is captured.
  • Specify excluded phrases to filter out irrelevant data.
  • Provide tracked keyword descriptions to guide the model in accurately tagging feedback.

What's new with Smart Keywords?

Example for Spotify Keyword: Lyrics

Smart Keywords includes several new features and improvements:

  • Excluded Phrases: You can now specify phrases to exclude during keyword detection, a highly requested feature.
  • Keyword Descriptions: Add descriptions for each keyword to provide essential context to the models.
  • Model Improvements: Various small improvements have been made to enhance precision.
  • Control Over Mapped Reasons: Manually add or remove reasons from a keyword for better organization.

Unlocking new use cases with Smart Keywords

Precision is crucial when it comes to understanding customer feedback. Smart Keywords enhance the accuracy of our Taxonomy model by allowing you to define specific phrases and contexts. This means fewer false positives and more relevant insights.

For example, you can:

  • Define competitive terms
    • Example: You get feedback about an integration partner that also comes up in competitive deals.
  • Clarify features with common names to ensure the model understands the specific context.
    • Example: Your team is having an event that uses the same name as a common action users perform in your product
  • Add context to capture nuanced feedback
    • Example: Premium Plan is named Apple

Continued investments in our Taxonomy

We are confident that Smart Keywords will significantly enhance your ability to analyze and act on customer feedback. Start exploring this new feature today and unlock deeper insights into your customers' needs and preferences.

In the next few months we’ll make continuous investments in Taxonomy improvements such as:

  • Hierarchal organization of Keywords and Reasons
  • Better Reason precision and deduplication

Stay tuned, more details on our vision in an upcoming post!

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Anna Esrov
Vice President of Customer Experience & Loyalty
Enterpret allowed us to listen to specific issues and come closer to our Members - prioritizing feedback which needed immediate attention, when it came to monitoring reception of new releases: Enterpret picked up insights for new updates and became the eyes of whether new systems and functionality were working well or not.
Louise Sellars
Analyst, Customer Insights
Enterpret is one of the most powerful tools in our toolkit. It's very Member-friendly. We've been able to share how other teams can modify and self-serve in Enterpret. It's bridged a gap to getting access to Member feedback, and I see all our teams finding ways to use Enterpret to answer Member-related questions.
Dina Mohammad-Laity
VP of Data
The big win-win is our VoC program enabled us to leverage our engineering resources to ship significantly awesome and valuable features while minimizing bug fixes and" keep the lights on" work. Magnifying and focusing on the 20% that causes the impact is like finding the needle in a haystack, especially when you have issues coming from all over the place
Abishek Viswanathan
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Abishek Viswanathan
Enterpret's Gong Integration is a game changer on so many levels. The automated labeling of feedback saves dozens of hours per week. This is essential in creating a customer feedback database for analytics.
Michael Bartimer
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Enterpret has made it so much easier to understand our customer feedback. Every month I put together a Voice of Customer report on feedback trends. Before Enterpret it would take me two weeks - with Enterpret I can get it done in 3 days.
Maya Bakir
Product Operations, Notion
The Enterpret platform is like the hero team of data analysts you always wanted - the ability to consolidate customer feedback from diverse touch points and identify both ongoing and emerging trends to ensure we focus on and build the right things has been amazing. We love the tools and support to help us train the results to our unique business and users and the Enterpret team is outstanding in every way.
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COO, Samsung Food
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Boll & Branch takes pride in being a data driven company and Enterpret is helping us unlock an entirely new source of data. Enterpret quantifies our qualitative data while still keeping customer voice just a click away, adding valuable context and helping us get a more complete view of our customers.
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Senior Product Analyst, Boll & Branch
Enterpret has transformed our ability to use feedback to prioritize customers and drive product innovation. By using Enterpret to centralize our data, it saves us time, eliminates manual tagging, and boosts accuracy. We now gain near real-time insights, measure product success, and easily merge feedback categories. Enterpret's generative AI technology has streamlined our processes, improved decision-making, and elevated customer satisfaction
Nathan Yoon
Business Operations,
Enterpret helps us have a holistic view from our social media coverage, to our support tickets, to every single interaction that we're plugging into it. Beyond just keywords, we can actually understand: what are the broader sentiments? What are our users saying?
Emma Auscher
Global VP of Customer Experience, Notion
The advantage of Enterpret is that we’re not relying entirely on human categorization. Enterpret is like a second brain that is looking out for themes and trends that I might not be thinking about.
Misty Smith
Head of Product Operations, Notion
As a PM, I want to prioritize work that benefits as many of our customers as possible. It can be too easy to prioritize based on the loudest customer or the flavor of the moment. Because Enterpret is able to compress information across all of our qualitative feedback sources, I can make decisions that are more likely to result in positive outcomes for the customer and our business.
Duncan Stewart
Product Manager
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