Your AI is having hundreds of conversations with your residents each day. SentimentAI allows you to gather those conversations into actionable insights. Sentiments are collected using surveys and automated AI messaging at key touchpoints.
Some key features of SentimentAI include:
- Survey Creation: Users can name and describe their surveys, choose their audience (e.g., community level, organization level), and add questions with various response types (NPS, Y/N, multiple choice, text).
- Automated AI Messaging: The AI can respond based on the sentiment detected in the responses, such as asking for a Google review if the sentiment is positive.
- Reporting and Dashboard: Users can view survey responses and sentiment analysis in a dedicated dashboard, which includes overall engagement metrics and sentiment breakdowns.
Reach out to your CSM or our support team to activate SentimentAI for your organization. Currently, SentimentAI is only available for residents.
Navigate to each section of this article with the links below:
Creating Surveys
To access your SentimentAI dashboard, open your AI Portal and look for SentimentAI in the left sidebar. Note that only organization admins can access and manage SentimentAI.
Video Demo:
Follow the steps below to create surveys.
Step 1: Basic Info
We've created some templates to get you started. These templates target key points in your resident's journey, such as after they've moved out, after a work order is completed, or before their lease renewal. Simply click on your desired template to open it. You can also start a survey from scratch.
To create a check-in, you'll need to give it a name, add a description, and choose whether you want the check-in to be portfolio-wide or limited to specific communities. You can also change the recipients of your survey by selecting an audience from the dropdown menu, such as "Residents: Moved Out in the Last 10 Days" or "Event: Work Order Completion". Audiences can be added by request, so please out to your CSM or our support team to customize your recipient groups.
Non-event-based surveys (such as general resident sentiment) can be set to send monthly, quarterly, semi-annually, or annually.
Step 2: Questions
Next, you'll need to set up your questions. You can include as many questions as you like, but we recommend limiting to three questions or fewer. Surveys with fewer than three questions can be included directly in conversations, while those with more questions are sent via a short link.
We support a variety of questions, such as: free text, NPS scores, and multiple choice.
Step 3: Survey Intros + AI Response
Once you're happy with your questions, you can move onto the final step. Here, you can edit how you want the AI to reach out at the start of each survey.
You can set up templates for SMS or email. By default, we recommend reaching out via SMS because the engagement rate is usually higher.
In this step, you can also set a follow-up schedule for your AI to reach out to recipients who have not responded to the survey.
If desired, your AI can request a Google review if it receives a positive sentiment in response. To turn off this setting, click the toggle.
Once your survey is saved and set to "Active", your AI will automatically reach out to residents that fit your audience description. For example, if your audience is residents that have moved out in the last two weeks, then as residents move out, they'll receive the survey automatically.
Reporting
To view reporting for a survey, simply click on the survey in the SentimentAI dashboard. We provide overall sentiment analysis, engagement metrics, as well as question-specific summaries.
Video Demo:
Reporting for each survey includes:
- An overview of the data.
- A full list of responses.
- A community leaderboard.
- A preview of the message sent to recipients.
Access each view by clicking the corresponding tabs at the top of the report.
The Overview tab includes general sentiment and engagement information, as well as a response breakdown, where you can view aggregate data.
The Responses tab lists each response along with its recipient, completion status, and sentiment.
The Leaderboard tab ranks your communities based sentiment score. It displays a breakdown of positive, negative, and neutral scores along with engagement rates and frequent topics.
The Message Preview tab displays a preview of SMS and email survey messages sent to recipients.
AI-Summarized Topics & Sentiment
For free-text questions with more than 30 responses, your AI will automatically extract key topics and themes. It will break down the topics into takeaway summaries that capture the highlights and identify trends and actionable insights. You can view these summaries in the Overview tab of each survey report.
Each summary is given a sentiment tag so you can quickly view the overall tone of each set of responses.
Click the blue "View Responses" button in the upper right corner of each summary to view the individual responses.