Taxonomies are a useful tool for classifying your data.

Graphical user interface

Description automatically generated

What is taxonomy scoring?

Taxonomy scoring is a new feature that allows you to calculate a custom score or a sentiment score for each taxonomy label. This gives you a more extensive understanding of each category of your customer feedback. The score for each label is calculated according to the proximity settings you define. Then, you can visualize the taxonomy counts scores in two ways: distributed, or aggregated along the individual labels of a taxonomy. You’ll see the scores change dynamically as new data or new filters are added.

By evaluating your verbatims at the granularity of an individual classification topic, you get significantly more accurate, actionable insights to help improve your overall customer experience.

Availability

Taxonomy scoring is available for all accounts.

How do I add scoring to an existing taxonomy?

Open the taxonomy editor for the desired taxonomy and click the scoring icon.
Assign a custom score or a sentiment model to each individual label or all labels at once. In this example, we choose Set all scores with a sentiment model.
You'll see the sentiment label appear when it has been applied.
Save the updated taxonomy and navigate to your workspace.
Proceed to deploy the analyses similar to how you would normally deploy a taxonomy analysis. However, in the “Choose Taxonomy Type” dropdown menu, please select “Taxonomy with Scoring”.
Once the analysis has finished processing, you can access the score output through the widget editor. Choose the data field “topic score” under the taxonomy model results, along with any other desired categorical or taxonomy-related labels.
Save your widget, and adjust the aggregation of the output as needed.
Once back to your workspace you will be able to see the score and changes dynamically in your workspace.