To help businesses extract actionable insights, Birdeye’s proprietary Natural Language Processing (NLP) engine, Athena, plays a big role in extracting actionable insights from both negative and positive customer feedback.

Birdeye's robust NLP engine scans all the customer reviews and survey text responses, and identifies the list of keywords, adjectives and attributes sentiment to each of the snippets. To make NLP more efficient, businesses now have the ability to edit sentiments for existing snippets, delete existing snippets and create new snippets as well.

EDITING SENTIMENT FOR SNIPPETS

To edit sentiment for an existing snippet, log in to Birdeye and click on the 'Insights' tab on the left navigation rail. Once on the 'Insights' page, click on the 'Snippets' tab on the top panel.

If you wish to change the sentiment from 'Positive' to 'Negative', hover over the message, and click on the 'Pencil' icon on the right.

After you click on the 'Pencil' icon, a pop-up will open up. Now, hover over the snippet and click on the 'Change to Negative sentiment' button.

Once the sentiment has been changed to negative, a success message will appear at the bottom right of the page.

If you wish to change the sentiment from 'Negative' to 'Positive', hover over the review and click on the 'Pencil' icon on the right.

After you click on the 'Pencil' icon, a pop-up will open up. Now, hover over the snippet and click on the 'Change to Positive sentiment' button. Once the sentiment has been changed to positive, a success message will appear at the bottom right of the page. The changes will only be visible once you clear your keyword, adjective, category and sentiment filters.

DELETING EXISTING SNIPPETS

If you want to delete the snippet identified by the NLP and make it neutral, hover over the review and click on the 'Pencil' icon on the right.

After you click on the 'Pencil' icon, a pop-up will open up. Now, hover over the snippet and click on the 'Remove sentiment' button. Once the sentiment has been removed, a success message will appear at the bottom right of the page. The changes will only be visible once you clear your keyword, adjective, category and sentiment filters.

ADDING NEW SNIPPETS

Birdeye gives you the ability to highlight part of the review that has not been identified as a snippet by Athena and allows you to attribute a sentiment to the snippet. To add a new snippet, hover over the review and click on the 'Pencil' icon on the right.

After you click on the 'Pencil' icon, a pop-up will open up. Now, drag to highlight the part of the review that you want to assign sentiment to. You can either chose to add the highlighted part as a 'Positive' or a 'Negative' snippet.

Once the snippet has been added, a success message will appear at the bottom right of the page. The changes will only be visible once you clear your keyword, adjective, category and sentiment filters.

IDENTIFYING SNIPPETS

Selecting the right snippet allows NLP to learn better from the user input and reduce the chances of incorrect interpretation. The ideal snippet will always have a 'Keyword' and an 'Adjective' in it.

Let us look at a few examples of a good snippet in this review posted by Jake for a popular eatery:  'My friend says it was a nice pizza. Talking about the infrastructure, the restaurant had great ambience. Also, to add on, the service was great'.

Recommended snippet: It was a nice pizza

Avoid: Friend says it was a nice pizza

Recommended snippet: Restaurant had great ambience.

Avoid: Talking about the infrastructure, the restaurant had great ambience.

Recommended snippet: The service was great.

Avoid: Also, to add on, the service was great.

Future roadmap: In the Phase-2 rollout, Birdeye engine will feed all the user suggested edits to the NLP engine so that these are added for automatic snippet highlighting within future reviews that contain similar keywords or adjectives.