The InsiderCX platform, through integration with advanced AI tools, enables detailed analysis of written patient comments collected through a satisfaction survey. As a reminder, this refers to the second question in the survey, which includes a so-called "open field" for free-form written comments.
Each text comment is first divided into segments, or so-called "tokens." Tokens are meaningful units within an individual comment, defined based on natural language characteristics such as punctuation, conjunctions, topic changes, or context shifts.
Each token is then categorized according to predefined thematic categories (list below) and assigned a sentiment score. The sentiment of a token can be: