Overview of Editing Topics

This article covers how to manually change your Topics. Note that you need a role of Partner or higher in order to access these features.

Topics are how Lumoa organizes what your customers are talking about. Every open text response that passes through Lumoa gets analyzed and put into a Topic based on keywords and phrases found within the open text. To read more about how Topics work, please refer to our guide on Topic Impact for NPS. We also have guides for Linear and Open Ended types of data.

Topics can either be created manually and set by Lumoa employees or the customer, but Topics can also be created through 100% AI generation, giving you a very granular view of what your customers are talking about. We have another guide on how to get started with our AI based Topic modeling if you want more info.

Regardless of whether your topics are manually or AI generated, the process to edit them is the same. First, log in to Lumoa, and go to the Impact page with the topics that you want to edit. Then, on the bottom left of the Topic list will be a Pencil. This is where you will:

  • edit topic names

  • merge topics

  • reorder topics

  • delete topics

  • lock/unlock topics

  • view keywords for topics

  • add or remove keywords

  • add or remove synonyms

  • add or remove stopwords

If you aren't sure what all of those features mean, don't worry! We will go step by step through each one, so that by the end they all become clear.

Utilizing the Edit Topics Feature

To start, you will need to go to the Edit Topics window by using the Pencil at the bottom of your Topics.

Changing Topic Positions

After clicking on the Pencil, the topic list will update itself to Edit mode. From there, you can do a number of things. For example: after opening up some first level topics, you can move second level topics from one first level topic to another, by clicking the six dots and dragging.

Renaming Topics

Clicking the pencil to the right of a topic name also allows you to rename the topic. This is true for first level, second, and third level topics. If it has a name, you have full control over it. Try to make sure that your Topics match your internal language used within your organization - such as changing "Feature Requests" to "Customer asks".

This does not change the keywords associated with a topic. The same feedback will still be allocated to this topic, you are only updating the name - it is strictly a visual change. Read further below to learn how to change a topics keywords which will change what feedback is assigned to it.

Locking a Topic

Clicking the Lock icon to the right of a Topic will allow you to Lock and Unlock it. When a Topic is Locked, that means it will remain in your Topic list and look for feedback with it's keywords, regardless of the size of feedback that you normally receive to that Topic. Locking is generally used to track specific, high value topics that might not have enough feedback to normally get picked up by the Topic Modeling AI. Locking will also ensure that the Topic will persist through recurring Topic Modeling changes, as talked more about in our Guide on Recurring Topic Modeling.

Removing a Topic

If you do not think a Topic has value, you can remove it with the Trashcan symbol to the far right of the topic itself. Note that, this will not prevent it from appearing in future Topic Modeling creations. If you wish to never see this Topic created again, you need to add Stopwords that will prevent the system from looking at feedback with those words. This is described later in the guide.

Merging Topics

If two created Topics are similar to each other, you have the option to Merge them. This will put all Keywords from one Topic into the other, so that all feedback now gets allocated to this one Topic. Simply select the Topics you want with the orange box, and then at the top of the Edit Topics view, there will be a button for "Merge Topics".

Adding Topics

Adding a Topic can be done through the "+" symbol on the top right of the Edit Topics view.

You will then need to add keywords to this Topic, or the system will not save properly. Again, all created topics must have keywords applied to them.

Managing Keywords, Synonyms, and Stopwords

We will cover briefly what Keywords, Synonyms, and Stopwords are, but we have a guide that covers Terminology in Lumoa which should explain those concepts at a deeper level. Don't worry, we can wait here until you're done reading.

Adding and Removing Keywords

Keywords are the words and phrases that Lumoa uses to allocate your customer open text feedback into Topics. For example, the customer feedback "Excellent service and low prices" could get allocated to the "Customer Service" and "Price" topic due to the keywords and phrases found in the open text response.

To start with adding or removing keywords for a Topic, simply select the Topic from your Topic view. To the right of the screen you will then be able to see the keywords for that Topic, and the ability to add or remove them. These keywords can be removed with the "x" next to the word, or new keywords can be added by typing a word or phrase and then hitting **enter** on your keyboard. This is especially helpful if you notice that the AI might be "missing" some feedback that should be allocated to a certain Topic, but isn't right now.

Note that adding a keyword is not enough to change your data - you will have to manually trigger a Recategorization so that the system takes your changes into effect. This can be done from collection settings.

Adding and Removing Synonyms

Synonyms are a way for you to better organize and manage your keywords. Instead of adding a keyword for "good", "awesome", and "amazing", add them all as synonyms to the word "good" and the system will replace every instance of "good" in your customers response with all available synonyms. This lets you put in synonyms once and making them affect all keywords across the entire topic set, rather than adding them manually to every topic individually.

Simply access the synonyms tab at the top, and hit the blue button marked "add synonym". From there, the word that you want to start with, and the synonyms for that word. The system will take this into account the NEXT time Topic Modeling is run.

Editing existing synonyms can be done through the three dots to the right of the synonym.

Adding or Removing Stopwords

Stopwords are sort of like the opposite of keywords. When you add Stopwords to a Topic Set, you are telling the system that you _do not_ want to see any Topics created around the associated Stopwords. This is primarily used if you have Recurring Topic Modeling scheduled, and you notice that the AI keeps generating Topics that you no longer wish to see.

Stopwords are added the same as Keywords and Synonyms - type in your word or phrase, and then hit enter on your keyboard. The system will take these changes into effect the NEXT time Topic Modeling is run.

If you require additional assistance, please email help@lumoa.me

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