Insights is the AI analysis of open-text answers in Pristo CX. For each answer to a question you choose, it adds a sentiment score, categories from your own list and the respondent’s intent, and dashboards show the results. It works one program at a time on the Pro plan, and admins set it up under Management > Insights.
How it works
Section titled “How it works”An admin sets up two things for the program:
- The category taxonomy: the list of topics that answers can be sorted into.
- The analyzed fields: the open-text questions, in any of the program’s questionnaires, whose answers are analyzed.
When a respondent completes a response by reaching an exit point, Pristo CX analyzes the answers to the analyzed fields. The results then appear in the dashboards’ text analysis widgets. See Set up Insights for the steps.
What the analysis adds
Section titled “What the analysis adds”| Result | What it is | Where it appears |
|---|---|---|
| Sentiment | A score from -100 (most negative) to +100 (most positive), with the label Negative, Neutral or Positive | Text sentiment widget |
| Categories | None, one or several categories from the program’s taxonomy | Text categories widget |
| Intent | At most one of Complaint, Praise, Question, Request and Suggestion, or none | Text intent widget |
The responses list and exports do not include Insights results. See Dashboard widgets for how the text widgets work.
The category taxonomy
Section titled “The category taxonomy”The taxonomy is the program’s own list of categories. Each category has a name, an optional description and, if you want, subcategories. The analysis sees each name and description and assigns only categories from the list.
You start a taxonomy from a template and then edit it:
| Template | Starts with categories such as |
|---|---|
| Customer satisfaction | Staff & service, Wait time, Value for money |
| General VoC | Product quality, Pricing & value, Delivery |
| Product feedback | Features, Bug, Performance |
| Support / CX | Response time, Resolution quality, Agent knowledge |
| Empty | No categories. You add your own |
Which answers are analyzed
Section titled “Which answers are analyzed”- Only answers to the analyzed fields, in responses that reached an exit point and were not deleted. Empty answers are skipped.
- New responses are analyzed automatically while at least one field is selected.
- Answers that came in before their field was selected, including while Insights was off, are analyzed only when an admin selects Analyze existing responses.
- Each answer is analyzed once. When you edit the taxonomy later, answers that were already analyzed keep the categories they were given.
- Analysis runs only while the account is on the Pro plan.
What text is sent for analysis
Section titled “What text is sent for analysis”For each response, Pristo CX sends the AI analysis only the text of the answers to the analyzed fields, together with the program’s category names and descriptions. It does not send the question titles, the other answers or the respondent’s contact details. Respondents can still type personal details into an open answer, and that text is analyzed as written.
Who can use it
Section titled “Who can use it”| Role | What they can do |
|---|---|
| Account admin and Program admin | Set up the taxonomy and analyzed fields, analyze existing responses and turn Insights off, in the programs they manage |
| Program user | See the results in the dashboards they are a viewer of |
On the Free and Standard plans, the Insights page shows Insights is a Pro feature instead of the settings.