Explore feedback with AI in Listen

Listen Explore is a set of AI-powered features designed to help you analyze feedback at scale. It allows you to quickly uncover insights, trends, and user sentiments using a combination of filters and natural language queries. For steps to set up Listen Explore, see Enable Listen Explore. This article explains how to use Explore once set up.

Explore also powers Listen integrations with external feedback sources, analyzing them for feedback insights, and importing them if they contain valid product feedback. Available integrations include Zendesk, Gong, Zoom, and Microsoft Teams. For more information on how these work, see Use AI-assisted integrations to collect product feedback.

Report types

Use Explore to generate and summarize insights in the form of feedback reports. You can generate reports through Explore in two ways:

1. Prompted reports. Use the prompt interface, which includes templates, to ask a question or identify themes across your feedback using natural language. These use Pendo's AI capabilities.
2. Filter-only reports. Apply filters to return all feedback that matches your criteria without writing a prompt. Select Add filter in the interface to apply multiple filters, then select Generate.

Note: To process all feedback on a specific topic, generate a filter-only report. To summarize themes or answer a natural language question, write a prompt to generate a prompted report. For best results, combine filters with natural language prompts. For more information, see Best practices for writing AI prompts in Explore.

The table summarizes the behavior of the different reports.

Generate reports using prompts and filters

Important: You can apply filters when generating either report type. However, filters aren't automatically applied when mentioned in a written prompt.

For example, asking "What are the key issues in the last 90 days?" does not limit the data to the last 90 days unless you also apply a time filter manually.

For more accurate results, apply filters with questions. For example, to find the top feature requests that customers have discussed in the last 90 days, you can narrow down your results by doing the following:

1. Apply a date filter of 90 days. Select Add filter > Date, then select the date range Last 90 Days from the dropdown menu.
2. Apply any additional filters to refine the report.
3. Select Generate. 

Note: Each prompt is treated independently. When editing the prompt, make sure to ask fully-formed, standalone questions instead of follow-up phrases.

Templates

To help you get started with generating reports, Explore offers pre-configured templates. Each template includes a default set of pre-selected filters and a written prompt that you can edit before generating a report. You can also select or deselect filters before using the templates. The following templates are supported:

• Recent bugs. Filters by feedback type as Bug and sets the date range to the last 30 days. The prompt asks to group bug-related feedback by common themes.
• Top feature requests. Understand what your users are asking for most often. Filters by feedback type as Request and sets the date range to the last 90 days. The prompt prioritizes the top 10 requests and asks for a  summary of suggested actions.
• Integration needs. Filters by feedback type as Request and sets the date range to the last 90 days. The written prompt specifies integrations-related requests, but you can substitute the term "integrations" with your own criteria.
• UX issues. Filters by feedback types Bug, Request and Pain point, and sets the date range to the last 90 days. The written prompt asks Explore to identify feedback across different UX scenarios and group them based on task or goal.

Interpret the results

The results page includes the following information, organized into sections at the top. Select a section to view the details listed below.

• Overview. View graphs and summaries of key metrics, for example breakdown of feedback items by Product Area and your top accounts who submit feedback.
• Feedback items. A table of results, which can be saved as a feedback view. You can manage ‌columns, adjust filters, and view individual feedback items.
• Topics. These are groups of highlights and trends extracted by AI.
• Actions. You can take different actions based on the results, such as linking feedback or topics to ideas, or saving the view for reuse.

Feedback items

The Feedback items page contains a list of all of the feedback items returned by this prompt. This page displays all your feedback items in a table view, which shows 50 items at a time by default. Use the dropdown menu at the bottom of the table to change the number of items displayed at a time, and use the arrows at the bottom of the table to scroll through more items.

This table consists of the following columns. You can add, move, and remove all table columns except the Title column.

• Title. The descriptive name given to the feedback item.
• Status. Where the feedback item is in your feedback process. You can update this from the table.
• Labels. The labels attached to the feedback item. You can edit these from the table. For more information about labels and how to use them, see Grouping with Product Areas and labels in Listen.
• Apps. The applications that the feedback relates to.
• Product areas. The Product Areas that the feedback relates to. You can edit this from the table. For more information about Product Areas and how to use them, see Grouping with Product Areas and labels in Listen.
• Created by. Who submitted the feedback form.
• Assignee. The team member currently assigned to the idea.
• Last updated time. When the feedback item was last edited.

You can edit all columns except the Title column and the checkboxes to the left of it. To edit table columns, select the Manage columns icon in the top-right of the Feedback table.

• To reorder columns, select the three vertical dots next to the column you want to move, and then drag and drop it further up or down the list of columns.
• To add a column, select the Manage columns icon in the top-right of the Feedback table and then select + Add Column in the bottom of the window. Select a column from the dropdown menu.
• To remove a column, select the cross (X) next to the column you want to remove from the table. You can add this column back at any time.

After making your changes, select Save. This only saves your column changes. For instructions on saving your custom feedback table view, see Save custom views of feedback.

Checkboxes on the left of each row allow you to select multiple feedback items. Select the Edit items menu to link feedback to an idea, or edit the metadata of feedback: apps, labels, Product Areas, assignees, and status. For more information, see Manage feedback in Listen.

Topics

The Topics page contains clustered groups of frequently repeated highlights for this prompt. These are snippets extracted from feedback items for this prompt.

Note: Topics in Explore reports are generated from a specific prompt and dataset, and may change as the data changes. The Topics tab in a saved feedback view is separate — it shows topics extracted from all feedback in that view and updates automatically.

This page includes the following types of information.

Highlights. An AI-generated list of snippets extracted from feedback items for this prompt. Select a highlight to view the title, description, account, feedback quote, and options to create or link an idea or open feedback.

Top 5 topics. An AI-generated list of five topics most relevant to this prompt. Hover over a topic to see a count of highlights for that topic. Select a topic to open up a panel on the right side of the page that contains details about the topic, including the title, description, metrics, highlights, and an option to create a new idea or link an existing idea for this topic. Linking a topic to an idea links the individual highlights, not the parent feedback items.

Top 5 topic trends. An AI-generated line chart showing the count of highlights for each topic in relation to the time frame set for this prompt. This chart is cumulative; it trends up every time a topic is mentioned. Select the copy icon to copy an image of this chart to your clipboard, or the download icon to download an image of this chart as a png file.

Topics ordered by. Select the dropdown in the title of this list to reorder the full list of topics by highlights, accounts, or account revenue.

Ordering by highlights lists the topics in order of the number of highlights identified for each topic.

Ordering by accounts lists the topics in order of the number of customer accounts that have mentioned the topic.

Ordering by revenue metadata, typically a numeric value like ARR, lists the topics in order of the revenue associated to the accounts mentioning the topic. For steps to set this up, see Configure account revenue.

Each topic includes the following pieces of details and options.

• Title. An AI-generated descriptive name of the topic.
• Summary. An AI-generated summary based on highlights in this topic.
• Count of highlights included in this topic, and their percentage in relation to the total count of highlights associated with this prompt.
• Value. The ARR, or other account revenue, brought in by accounts associated with highlights in this topic.
• Sources. The sources for the highlights included in this topic.

Select Create/link idea to create a new idea linked to this topic, or link this topic to an existing idea.

Select a topic to see all of this information along with the following additional details and options.

• Trend graph. A line chart showing the count of highlights for this topic in relation to the time frame set for this prompt.
• Highlights. An AI-generated list of snippets extracted from feedback items for this topic. Each highlight includes a title, description, account, feedback quote, and options to create or link an idea, or open the feedback item the highlight was extracted from.

Take action and save results

Listen offers several options for creating a new idea or linking an existing idea to a topic. Linking an idea links connected highlights, visible in the Evidence tab of the idea. This allows you to gather evidence for ideas over time and take action on ideas, for example by creating a segment to send updates to customers.

To save this prompt as a view, select Save in the top right corner to save this as a view you can come back to. Views populated by prompts will automatically refresh once a week.

After a view is saved, you can add the widgets from your saved view to a dashboard, which allows you to easily analyze feedback reports alongside analytics and other data.