Intelligent Summaries for Text Analytics

Intelligent Text Analytics Summaries are displayed on supported reporting modules to provide insights into topic and theme data

Restriction: This feature is part of a generative AI feature set available to customers with the requisite subscription agreement. Once the agreement is signed, feature entitlement is automatic after 5-7 business days. Activation may require additional configuration work. For more information, contact Medallia Support.

Supported reporting modules can display a generative artificial intelligence (AI) summary of a subset of the reporting data associated with a particular theme or topic. Summaries are generated when supported modules display theme or topic data, or when a user clicks a View Summary link or toggle on a topic or theme in a supported module.

AI-generated content is indicated with an icon and disclaimer, and includes information about how the summary was generated and a link to download an Excel file with details about the summary and the data used to generate it. Summaries and their detail exports include only comments from records to which the current user has access.

For example, the following image shows View Summary toggles in a Focus Area module. One View Summary toggle is expanded to show a summary, information about how it was generated, and a link to download details and provide feedback:

Focus Area modules with View Summary toggles

Configuration, role permissions, data eligibility, and languages

To view Intelligent Text Analytics Summaries, users must have the View Text Analytics AI Summaries and the View Comment Topics role reporting permissions enabled. Once these role permissions are enabled, summaries are displayed on supported reporting modules unless the feature is disabled at the module level.

Intelligent Text Analytics Summaries can be generated with themes generated with the legacy and GenAI themes discovery engines, and with topics. Only topics and themes with phrases processed in a supported language, and with 25 or more comments, are eligible for summarization.

The summary uses the most recent 100 phrases tagged to the topic or theme within the selected time period. The data used to generate the summary is limited by the individual user's data access and dashboard filters at time of generation.

Supported languages include English, Spanish, French, and German. Summarization output is in the user's locale, or in English if the user's locale language is not supported. For more information about language support with genAI features, see Language support for generative AI.

Supported reporting modules

Intelligent Text Analytics Summaries are available for the following modules.

Intelligent Text Analytics Summaries can be disabled for individual modules in module configurations; the Disable Generative AI Text Analytics Summaries (if enabled at the Role level) module configuration overrides the role permissions and hides module summaries or view summary links.

TA Topics/Themes Explorer: Displays a summary of the selected topic or theme in bubble chart and table visualizations.
TA Topic/Theme Summary: Displays a summary under the module title.
TA Topics/Themes Snapshot: Displays a summary column with a View link for each eligible topic or theme row.
TA Topics/Themes Top and Bottom: Displays a summary column with a View link for each eligible topic or theme row.
Focus Area: Displays a View Summary toggle for eligible topics and themes.

Intelligent Text Analytics Summaries and co-occurrence

When co-occurrence mode is enabled for a reporting module, metrics that measure topic-theme or topic-topic results instead measure co-occurrence results. This means that instead of comparing an individual topic or theme result to the set of filtered records, the topics and themes that tended to occur together ("co-occurrence results") are compared as a single unit to the set of filtered records.

There are two types of co-occurrence: "same record," which finds specified insights occurring in the same record, and "same phrase," which is more granular, as it finds specified insights occurring in the same phrase of the same record.

When co-occurrence data is summarized, the subset of topic or theme data used for summarization varies by co-occurrence type. For each type, records are first filtered by the same co-occurrence filters that apply to the module's records.

For record-level co-occurrence, only phrases tagged with the user-selected topics or themes are included in summarization data because topics and themes that co-occur in a record might not occur in the same phrase.

For phrase-level co-occurrence, only phrases tagged with both the main and co-occurring topic or theme are included in summarization data.

For more information, see Co-occurrence reporting metrics and TA Topics/Themes Co-Occurrence.

AI-generated data transparency

When AI-generated content or data is displayed in Experience Cloud, the generative AI icon displays with the module title or data, and a text disclaimer displays in the module's footer or after the relevant content.

When all fields in a module are populated with AI-generated data, the generative AI icon displays with the module title.

When a text field contains AI-generated data, the generative AI icon displays next to that text field's label, and the disclaimer displays after the relevant content. When only some text fields in a module are populated with AI-generated data, the icon is displayed on each text field but is not displayed with the module title.

Processing sensitive data and personally identifiable information

Intelligent Summaries for Text Analytics processes all comment fields enabled for the summarized topic or theme's tag pool, even if those comment fields have the Personal Identifying Information property enabled.

Records subject to sensitive data rules are masked before they are processed by Intelligent Summaries for Text Analytics.

Summary traceability and feedback

Each Intelligent Text Analytics Summary is followed by a How was the summary generated? section. This section includes the number of records used to generate the summary and a Download Records & Provide Feedback link to export an Excel document with the these components:

Name of the summarized topic or theme
AI-generated summary
Date when the summary was generated
Sample size
Message prompting the user for feedback on the AI-generated summary, with a link to a survey
Each comment used to generate the summary
SurveyID for each comment's record

The survey link in the traceability export is unique to that export and leads to a survey with questions about the summary's usability and accuracy. The module-level configuration option Disable Excel Exports does not affect summary detail exports.

Summary feedback provides Medallia with examples of accurate and inaccurate records for future model training. Ratings and feedback affect neither the summary itself nor the system that generated it.