* This feature is only available on the Pro plan or higher. Learn how to upgrade your plan here.
The Insights Report, powered by IBM Watson, uses artificial intelligence to automatically discover keywords in review content and bring unknown information to light.
To access the Insights Report follow these steps:
- Log in via https://rb.whitespark.ca/ and select your business
- Click Reports > Insights Report
Please allow up to 24-72 hours for the report to populate data for your location(s). Please also note that this feature is currently in Beta mode. If you run into any issues, please contact firstname.lastname@example.org.
The report presents data in 3 different views and can also monitor Tags:
- Using Tags in Insights Report
The Impact chart is a visual display showing discovered keywords and how they impact your ratings and reputation. Understand the rating, quantity, mentions, and sentiment of each discovered keyword.
Keywords are plotted on the chart by:
- Rating – The average rating of all reviews a discovered keyword is mentioned in
- Number of Reviews – The total number of reviews a discovered keyword is mentioned in
Hover over a keyword for the number of mentions and average review rating
The size of the circle represents the total number of mentions for a discovered keyword and the color indicates sentiment. Hover over each circle to view the total mentions and average review rating for that keyword.
Sentiment helps you to understand your customer’s feelings about discovered keywords by assigning a Sentiment Rating.
The Sentiment Rating is generated using Natural Language Processing by IBM Watson:
Greater than 2.5 – 5.0 = Positive Sentiment (Green)
Less than or equal to 2.5 = Negative Sentiment (Red)
The goal of assigning sentiment to a keyword is to provide an understanding of a customer’s attitude about a specific keyword separate from the review rating.
In the example above the customer gives a 1-star rating. However, their experience with “cold press coffee” is positive. The content of this review is processed to assign positive sentiment to “cold press coffee” regardless of the negative review rating.
‘Long line’ is also discovered and assigned negative sentiment.
Trends identifies the percent change in the number of times a discovered keyword is mentioned between two periods.
Choose to compare the last 1, 7, 30, or 90 days to the matching previous time period to uncover keywords with the most mentions and track any increase or decrease in the number of mentions of a keyword within the selected period. You can also identify the top location for a discovered keyword.
Using Tags in Insights Report
To view Impact, Sentiment, or Trends for Tags, selecting Tags in the upper right corner
Each section of the Insights Reports can be used to monitor Tags by changing the selection to display Tags.
For more information on how the Insights Report can help your business, check out our blog post.