Ideas on how to detect and filter where a respondent free text answer mentions a specific staff name | XM Community
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Ideas on how to detect and filter where a respondent free text answer mentions a specific staff name

  • June 2, 2022
  • 3 replies
  • 87 views
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Hi,
We are working on creating some dashboards for frontline team members to view guest feedback. As part of these dashboards we are wanting to include some response tables with examples of real customer verbatim related to specific topics.
Our issue is that these dashboards will be visible to all frontline team members, and we want to avoid including verbatim where a customer has named a specific employee in their feedback, as to not 'name and shame' the employee in these visible dashboards.
Has anyone ever faced this issue? Are there any tools available in Text IQ or elsewhere that could help detect a name within text, and allow us to filter these out?
Thank you in advance!

Best answer by InessaG

You can create topics in Text IQ for these names with keywords being actual names, and then filter to exclude these topics.

TusharDalwani

3 replies

InessaG
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  • InessaG
  • Level 5 ●●●●●
  • Answer
  • June 2, 2022

You can create topics in Text IQ for these names with keywords being actual names, and then filter to exclude these topics.

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Hi Inessa, apologies for the very slow response.
As we had thousands of unique names, we were a bit constrained. But this is the best option we've come across!
Much appreciated :)

C
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  • ChristyF
  • February 7, 2024

Thanks to everyone who shared here. Qualtrics gave me same advice to create all the names as keywords in a topic, and is similarly challenging for us as we have 1000s of employees and high turnover in some areas. Would be amazing if the the AI algorithm could identify names and flag them somehow for filtering/reporting. We’d love to use these customer comments for recognition. 

AlonsoC
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