What is NLP?
Natural Language Processing (NLP) is a type of artificial intelligence that helps computers understand and analyze human language. It can take large amounts of written or spoken feedback and break it down into:
patterns
emotions
key topics
In eCommerce, NLP can be used to analyze customer feedback from surveys, reviews, and support messages.
Reveal now has an AI module to help you better understand your customers and offer actionable insights to improve satisfaction and loyalty.
How we use NLP?
We analyse each individual open survey response into the following 7 types of sentiments:
NLP makes it easier to:
See how customers feel about products or services;
Spot common issues or suggestions, even in positive comments;
Focus on areas that need improvement based on customer emotions and concerns.
Setting Up NLP
NLP is available to all paying clients, and activating it is very easy. How to activate the NLP feature:
Scroll on your left side to Store Settings, then click General
Scroll down to NLP Analysis and select OpenAI Config
Set up OpenAI credentials:
Log in / Create your OpenAI account
Navigate to https://platform.openai.com/api-keys
Click "+Create new secret key" and copy
Paste Key in OpenAI API Key field
Click Save at the bottom of the page
Navigate back to Store Settings > General, scroll down and select NLP Tools
Define topics to be analyzed
If you want the NLP to identify your topics, click on Extract
If you want the NLP to identify answers based on your selected topics, add topics in the box below then click Save
Select Analyze and let the NLP go through your responses. This may take up to a couple hours.
In the left navigation panel go to NLP Analysis and check your results
If you're having issues with the NLP feature or need our assistance, don't hesitate to contact your Account Manager.