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?

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!

Ready to get started with Enterpret? Get in touch

Wisdom saves me hours every week. With 'Summarize with Wisdom,' I can condense feedback with a single click, replacing the tedious process of reading through hundreds of tickets. It’s life-changing!

Jil McKinney

Director of Customer Support, Descript

Before Enterpret, organizing research data took an entire day. Now, research synthesis is 83% faster - it takes just 15 minutes to pull the data and another 15 minutes to start synthesizing. Enterpret removes the manual work, allowing me to focus on strategic thinking with a clear mind.

Mike McNasby

User Research Lead, Descript

We are laser-focused on giving customers more than they expect through a hospitality-first, individualized approach to drive retention and loyalty. Enterpret has allowed us to stitch together a full picture of the customer, including feedback and reviews from multiple data points. We now can super-serve our loyal customers in a way that we have never been able to before.

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

CPO, Apollo.io

Since launching our Voice of Customer program six months ago, our team has dropped our human inquiry rate by over 40%, improved customer satisfaction, and enabled our team to allocate resources to building features that increase LTV and revenue.

Abishek Viswanathan

CPO, Apollo.io

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

Revenue Operations Lead

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.

Larisa Sheckler

COO, Samsung Food

Enterpret makes it easy to understand and prioritize the most important feedback themes. Having data organized in one place, make it easy to dig into the associated feedback to deeply understand the voice of customer so we can delight users, solve issues, and deliver on the most important requests.

Lauren Cunningham

Head of Support and Ops

With Enterpret powering Voice of Customer we're democratizing feedback and making it accessible for everyone across product, customer success, marketing, and leadership to provide evidence and add credibility to their strategies and roadmaps.

Michael Nguyen

Head of Research Ops and Insights, Figma

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.

Matheson Kuo

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, Apollo.io

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

We use Enterpret for our VoC & Root Cause Elimination Program. It's helping us solve the issues of aggregating disparate sources of feedback (often tens of thousands per month) and distilling it into specific reasons, with trends, so we can see if our product fixes are delivering impact.