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Yelp, Google and other review aggregators do an interesting technique where they isolate significant phrases and intents from reviews and collect them into one
by Zee2 9y ago
Yelp, Google and other review aggregators do an interesting technique where they isolate significant phrases and intents from reviews and collect them into one report, and present it to the end user to help them make an educated decision. How does your technique compare? Are there significant differences in the objectives when catering to an internal audience (ticket management) instead of an external audience (public reviews)?
- iloveluce 9y agoGreat question! It’s similar in that we extract significant phrases and measure their frequency. Our differences: • We combine similar significant phrases together. I.e. cancel subscription and end services would be clustered together. • We track and display their distribution over time not just their total frequency. i.e. is it trending? Is the current downward trend significant? • We ‘learn’ from each company the topics that interest them by both manually allowing them to subscribe to topics or mark them irrelevant as well as by automatically tracking click through rates and time spent. As for the internal audience vs. external audience, we focus on the questions that are important to a product or operations team: how to reduce churn, feature requests, sentiment (what improves customer satisfaction) which is different from information valuable for consumers.