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FreeText AI Documentation

website·Indexed 32 days ago

https://freetext.ai/docs/

An AI-powered platform for extracting meaning from unstructured text and aggregating customer feedback. Features include sentiment analysis for Zendesk, eCommerce channel integration, custom report generation, and advanced search operators for analyzing customer feedback and product reviews.

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What's inside FreeText AI

  1. Overview of FreeText AI customer feedback analytics

    FreeText AI is a platform designed to convert textual customer feedback from multiple sources—including reviews, chats, surveys, emails, and support tickets—into actionable insights and trends. It centralizes data into a single warehouse to eliminate silos and uses a dynamic analytics engine to identify large themes impacting customer experience and their root causes.

  2. Overview of available widget types

    Freetext.ai reports support four primary widget types to visualize and organize data:

    • Text Widget: Used for descriptive text, context, or instructions. Supports formatting via the '/' key.
    • Filter Widget: Applies filters to all other widgets in the report. Note: A Filter Widget can only be added after at least one other widget already exists in the report.
    • Chart Widgets: Visual representations of data using various chart types.
    • Compare Widget: Allows side-by-side visual comparison of multiple products using existing graph widgets.

  3. Understand FreeText AI data collection and usage

    FreeText AI collects Personal Data (email, name, identity information) during registration and Usage/Tracking Data (IP address, device IDs, browser type, OS, language, time zone, and browsing patterns) automatically via cookies. This data is used to provide and maintain the service, manage accounts, provide customer support, and perform analytical research to improve the site. Financial information, such as credit card and billing details, is not stored by FreeText AI and is processed by third-party services.

  4. Understand the difference between Channels and Sources

    In FreeText AI, data organization is split into two levels:

    • Channels: The origin point of the data (e.g., TypeForm, App Store, Amazon.com).
    • Sources: Specific streams of data within a channel that you want to analyze independently. For example, if the Channel is 'TypeForm', you might have separate Sources for 'CSAT Survey Responses', 'Support Survey Responses', and 'Product Feedback Responses'.

  5. Understand the Star Rating Impact Score

    The Star Rating Impact Score quantifies the influence of specific topics on a product's overall average star rating. It assigns a numerical value (typically between -5 and +5) representing the number of star rating points a topic contributes to the total rating.

    • Positive values: Indicate the topic is benefiting the overall rating (e.g., +0.5 means the topic increases the average rating by half a star).
    • Negative values: Indicate the topic is detrimental to the overall rating (e.g., -0.3 means the topic drags the average rating down by 0.3 stars).

    This metric allows businesses to identify specific pain points (high negative scores) or strong selling points (high positive scores) to guide product innovation and marketing.

  6. Analyze product reviews using the FreeText AI Dashboard

    The FreeText AI product overview dashboard provides high-level and root-cause analysis of product reviews. It allows users to determine:

    • Total review volume for a specific time period.
    • Rating breakdowns (comparing star ratings vs. detailed review ratings).
    • Overall sentiment trends.
    • Key topics and sub-topics being discussed by users.
    • Breakdown of top positive and negative topics.

    Users can refine these insights by filtering for specific time periods or by isolating only positive or negative reviews.

  7. Understand user roles and permission levels

    The platform utilizes three distinct user roles to control access to resources and administrative functions:

    • Members: Read-only access. They cannot edit shared reports or bookmarks but can create personal reports and bookmarks for their own analysis.
    • Admins: Edit access. They can manage teams, invite users, and manage resources (reports, bookmarks) for the teams they belong to.
    • Owners: Highest level of access. In addition to Admin capabilities, Owners can deactivate users and demote Admins. Typically, the account creator is the Owner.

  8. Analyze Zendesk tickets and chats with Freetext AI

    Freetext AI provides automated sentiment analysis and tagging for Zendesk tickets and chats using fine-tuned Large Language Models (LLMs). The system automatically categorizes conversations across four primary dimensions:

    • Topics: High-level business themes and actionable topics.
    • Sentiment: Categorized as Positive, Neutral, Negative, Questions, or Suggestions.
    • Emotion: Identified as Sadness, Happiness, Fear, Anger, Surprise, or Disgust.
    • Criticality: Rated as Low, Normal, High, or Severe.

    The service supports over 50 languages and requires no custom training or development to begin tagging.

  9. Understand FreeText AI's role in GDPR compliance

    FreeText AI operates as a data processor, storing and managing information on behalf of its users. The user of FreeText AI is the data controller of the information gathered using the platform. FreeText AI acts as a data controller only for personal information provided directly to them (e.g., registration information).

  10. Understand the use of cookies on FreeText AI

    FreeText AI uses cookies to track site activity, remember user preferences (language, region), and enable features like page rating and comment forms. These cookies store technical information about the browser and device to improve the user experience.

  11. Understand FreeText AI data collection and privacy practices

    FreeText AI Pte. Ltd. acts as the data controller for users of the Site and Service. They collect Personal Data (email, name, identity information) during registration and Usage/Tracking Data (IP address, device IDs, browser type, OS, language, time zone, and browsing patterns) automatically via cookies to improve the service and for analytical purposes. Financial information, such as credit cards and billing details, is not stored by FreeText AI and is processed by third-party services.

  12. Understand FreeText AI's cookie usage and types

    FreeText AI uses cookies to maintain user login status and analyze service interactions. They employ two main types of cookies:

    1. Essential Cookies: Required for fundamental website functionality and security. These authenticate user identity and maintain sessions during login.
    2. Analytical Cookies: Used to gather usage data to improve functionality. FreeText AI currently uses Google Analytics for this purpose, with plans to migrate to a self-hosted, GDPR-compliant, cookie-less analytics solution.