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Feedback Sorting Notes

Making sense of customer comments with AI, carefully

Page index

  1. What AI can and can't do with customer feedback

    What an AI tool does with a pile of survey comments, where it goes wrong, and which jobs still need a person to read and decide.

  2. Sorting comments into themes with an AI tool

    How to turn hundreds of free-text comments into a short list of themes, with a person checking the groups before anyone relies on them.

  3. Open-text survey questions and how AI reads them

    Which survey questions give answers an AI tool can sort well, and how to word an open question so the replies are easier to group.

  4. How to check an AI summary of customer feedback

    Simple checks to confirm an AI summary matches what customers wrote, from spot-reading comments to hunting for invented quotes.

  5. Privacy when customer feedback goes into an AI tool

    What to check before pasting customer comments with names and details into an AI tool, including what an Australian regulator advises.

  6. Counting themes without fooling yourself

    Why an AI tool's counts of how many people said something need checking, and a plain way to count themes and read the results fairly.