trustMinder allows verbatim text to have 

  • Sentiment Analysis (NLP)
  • Single label classification based on a ML model
  • Multi-label classification based on a ML model


This solution covers multi-label classification.


A multi-label classification model requires significant training data but once available it can return the manual time & effort required to code new verbatims. The ML model will use a set of defined labels. 


The CustomMLClassify feature is only available if a corresponding Machine Learning (ML) Model exists. 

The ML will apply the defined labels to the verbatim if the score associated with the label achieves a threshold level.  

The threshold is determined by the client but typically is within the range of 0.6-0.9 

This means a piece of text may have several labels and is influenced by the threshold level. The threshold is set by trustMinder support  - it is not available to set in your trustMinder account. 


In the Insights Manager section, to view the multi-label classification in a bar chart you should:

  1. Select the verbatim question from the Metric drop-down list
  2. Select CustomMLClassify from the Feature list  
  3. Select Bar from the Chart type list
  4. Click Run Report


Please note the entire list of defined labels will appear on the chart. This allows for similar charts to be quickly compared.


To view a trend of the multi-label classification model

  1. Select the question from the Metric drop-down list 
  2. Select Month from Group 
  3. Select CustomMLClassify from the Feature list
  4. Select Line from the Chart type list
  5. Click Run Report