With a few hundred comments a month, reading them one by one stops being practical. The AI Analysis menu does that reading for you: each comment gets a sentiment — positive, neutral or negative — and the subjects it mentions, and the screen adds it all up to show what is behind the scores.
Example: your post-support survey received 300 comments this month. Instead of reading them, you open the screen and see that 22% are negative and that "Waiting Time" is the most mentioned topic — that is where you start.
What gets analyzed
Every response with text is analyzed: the comment and, when the survey has a follow-up question, the answer to it. A response with only a score is not analyzed and does not use quota.
Before the text is analyzed, any email, phone number, Brazilian tax ID (CPF/CNPJ) or card number the respondent typed is masked. Comments containing instructions that try to manipulate the analysis are discarded and do not use quota either.
Topics come out in the account owner's language (Portuguese, English or Spanish), even if the customer answered in another language — that is what lets comments from customers in different countries add up under the same topic.
What the screen shows
- Positive sentiment, Neutral sentiment and Negative sentiment — each one's share in the period.
- Feedback analyzed — how many comments went into the count.
- Sentiment Distribution — the split among the three.
- Sentiment Trends — week by week, always over the last 3 months.
- Most mentioned topics — the 10 subjects that come up most, with how many times each appeared.
Period and updates
The note Analysis updated automatically every 24 hours describes the pace: once a day, overnight, new comments are analyzed. A comment that arrived today shows up on the screen from tomorrow on.
The date selector starts at the last 30 days and filters the cards, the distribution and the topics by the date the comment was analyzed, not the response date. Sentiment Trends does not follow the selector: it always shows the last 3 months.
Plan and quota
AI analysis is part of the Pro and Business plans and of the trial. Each analyzed comment uses one analysis from the quota: 10 in the trial, 30 per month on Pro and unlimited on Business. Outside those plans, the screen opens with a note that the feature belongs to a higher plan and a View plans button.
The quota resets at every subscription cycle, along with the other monthly limits. When it runs out, nothing is lost: unanalyzed comments wait and are analyzed as soon as there is quota again.
How to use the result
Start with Most mentioned topics and check whether the top subject matches what detractors say under Feedback. If negative sentiment rises in the trend for two or three weeks in a row, look at what changed in your operation during that stretch.
Where to go next
- Results and reports — the scores and NPS behind the comments.
- Alerts — get warned when the analysis finds negative comments.
In short: once a day new comments are read by the AI, and in AI Analysis you see the sentiment and the most mentioned topics for the period, within your plan's quota.