Introducing Smart Recaps: AI-generated feedback summaries

Sifting through hundreds of feedback comments to find meaningful insights is an overwhelming task for many digital teams. Manually analysing feedback not only takes time but can also lead to missed trends and overlooked issues. This makes it difficult to prioritise improvements and respond quickly to customer needs. That’s where Mopinion’s latest release, Smart Recaps, steps in… ✨✨
By using AI to generate concise user feedback summarisation, Smart Recaps eliminates the burden of manual analysis.

Spotting urgent topics is now easier than ever. Smart Recaps not only highlights key insights but also uses sentiment analysis to distinguish between negative and positive feedback, helping you to prioritise and swiftly turn comments into action.

With clear, actionable customer feedback summarisation at your fingertips, you and your team can make informed decisions faster. By eliminating hours of manual analysis, Smart Recaps frees up time to focus on the strategic improvements and innovation your digital channels need.

Why Smart Recaps?

Continuously gathering vast amounts of feedback from your websites and/or mobile apps can sometimes be a bit overwhelming.

While feedback often plays a key role in improving user experiences, it also presents a challenge: analysing large datasets manually can be difficult and time-consuming. Manual analysis is also prone to errors, as it’s easy to overlook trends or misinterpret the data.

We realised that many of our users were spending a lot of time trying to extract the most pressing insights from their feedback. This leads to potential delays in addressing user needs. The complexity of organising and summarising this data was a recurring issue, and we knew we had to solve it.

Smart Recaps: AI generated feedback summarisation

With generative AI becoming the latest trend, many companies are jumping on the bandwagon. But at Mopinion, we wanted to do something more innovative with Smart Recaps. That’s why this AI generator is built internally and specifically for user feedback analysis within our own environment. Let’s dive a bit deeper.

What is generative AI?

Generative AI is a form of artificial intelligence that uses machine learning techniques to produce images, videos, text or other data. In our case, Smart Recaps generates a user or customer feedback summarisation.

The most famous example of generative AI on the market right now is Open AI’s ChatGPT – we dare guess that you have heard of them before.

ChatGPT’s success is also part of why the hype around generative AI started – it seems like suddenly every other company has its own AI solution. When it comes to the user feedback industry, many of these tools are obtained via acquisition (i.e. CX companies buying other CX companies) or by simply integrating with tools like ChatGPT. This often means that for you to be able to use these tools, you need to access different platforms or systems.

Additionally, as a consequence of the acquisition or integration, the AI solutions are in many cases not a perfect match for the parent brand, which means that it’s not designed with the end users’ needs in mind.

In short: many of the AI customer feedback summarisation features that are currently on the market are not very user-friendly. This is because the solutions are often poorly integrated and offered as a “standalone” functionality.

That’s why it was so important for us to make a thoughtful, unique implementation that actually helps you in your everyday work. Not just to jump on the AI hype bandwagon.

Smart Recaps is also completely developed and hosted in the Mopinion cloud environment, which means that you can easily access it from the Mopinion platform – no separate system is needed.

Privacy by design

Security should always be a top priority, and Smart Recaps is no exception. Hosting the Smart Recaps technology ourselves is essential to ensure all data stays within our secure system of web services, fully compliant with data regulations and privacy standards. This keeps your – and your customers’ – information safe and protected.

Additionally, collecting feedback is just the first step in a much larger process. The real value lies in what you do with that feedback. Like identifying trends, prioritising urgent matters and making informed decisions.

There has to be a better, faster and smarter way to make sense of your feedback than manually sifting through mountains of data, right?

Well, why not let AI do the heavy lifting?

Floris Snuif, CTO at Mopinion, and overseeing AI developments:

Developing Smart Recaps was a challenge, especially when setting up the real-time data pipelines to handle large volumes of live customer feedback. Processing this data while ensuring the AI captures context and sentiment accurately was no easy task. But we’ve streamlined the process, providing teams with faster, more reliable insights to act on.

Smart Recaps to the rescue: Analyse your feedback data in seconds

With Smart Recaps, we’re removing the pain of manual feedback analysis by using the power of Generative AI to automatically summarise feedback and highlight key trends.

This way, you spend less time on analysis and save time for taking action. Smart Recaps helps you cut through the noise and focus on what matters most.

Automatically generated key trends.

Smart Recaps bring many benefits:

• 1. Instant summaries: No need to dive into endless feedback entries. Smart Recaps delivers concise summaries, so you immediately know what your users are talking about.
• 2. Faster decision-making: By presenting you with a quick overview of the most urgent topics, Smart Recaps enables you to make faster, more informed decisions, improving how quickly you can respond to user concerns.
• 3. Increased efficiency: Free up your team’s time by automating the analysis process, allowing them to focus on driving meaningful improvements based on the insights generated.
• 4. Prioritisation of urgent issues: With the most critical feedback clearly summarised, it’s easy to see where immediate attention is needed—whether it’s resolving a bug, enhancing a feature, or addressing a recurring issue.
• 5. Making it actionable: Communicating the value of user feedback across teams, departments or with managers can often be difficult. With clear, concise summaries, it’s easier to share insights and demonstrate the impact of feedback, ensuring everyone in your organisation stays aligned and informed.

How does it work?

Smart Recaps allows teams to instantly understand key themes, customer sentiments, and actionable insights from large amounts of feedback, without having to manually sift through endless data.

It all comes from the same platform where you build and deploy your feedback forms, making the whole process a breeze.

The recap is the same for all users, independent of the role they have. This is different from many other feedback providers on the market, where every request to AI tools like ChatGPT can potentially create a different outcome.

The recaps are the same for all users to ensure that the insights you draw from them are streamlined.

Smart Recaps is developed, managed and maintained in the Mopinion cloud environment. It’s a completely unique add-on to Mopinion and fully integrated into your Mopinion workspace. This also means that it is easy to make “deep dives” within a topic to the underlying user feedback. The model is specialised in user feedback analysis, rather than being a generic AI assistant, and there is no need to take your feedback data to external AI platforms.

What you’ll get:

• Automated feedback summarisation: Smart Recaps quickly scans and processes feedback data from websites and mobile apps. This creates a digestible summary that can be reviewed in minutes.
• Topic highlighting: Smart Recaps give insights into the most urgent and recurring topics, providing you with an at-a-glance understanding of what’s happening in your user feedback.
• Actionable insights: By providing summaries that focus on key issues and patterns, Smart Recaps helps you identify opportunities for improvement without the need for intensive manual review and deep-dives into individual items relating to the topics.
• Sentiment and prioritisation: Allows you to instantly gauge whether feedback is negative, neutral or positive. This helps you prioritise which issues require immediate attention. By identifying the most critical feedback, you can take swift, targeted action to improve user satisfaction and drive meaningful improvements.

How to start analysing with Smart Recaps

You can easily access Smart Recaps in Mopinion’s inbox section under a new tab—appropriately named… “Smart Recaps.”

This dedicated space allows you to quickly review feedback summaries and insights, streamlining your analysis process in one convenient location.

Just follow these simple steps:

• 1. Go to Reporting > Feedback Inbox in your Mopinion panel.
• 2. Click the ✨ Smart Recaps tab.
• 3. Select your feedback form and date range (earliest October 1st) at the top.
• 4. View your feedback summary for that specific feedback form.
• 5. See your feedback automagically grouped into “topics”, along with a summary of each topic.
• 6. Click on the sentiment bars to deep dive into the related open comments of individual feedback items.

Please note that there needs to be at least 25 open feedback comment in this date range to generate a summary.

At Mopinion, we’re excited about the potential of Smart Recaps to transform the way you interact with your feedback data. This release reflects our dedication to delivering innovative solutions that empower you to focus on what’s most important—delivering an exceptional user experience.

Stay tuned for more updates. If you haven’t tried Smart Recaps yet, now’s the time to see how it can make feedback analysis easier and more impactful for your organisation!