As a Listen customer using Explore, you can enable AI-based Product Area assignment to automatically categorize incoming feedback highlights based on contextual descriptions you provide. This improves routing accuracy and reduces the amount of unassigned feedback compared to keyword-only automation.
Prerequisites
To use the automatic assignment of feedback to Product Areas, you must have:
- Listen Explore enabled for your subscription. For more information, see Enable Listen Explore.
How it works
AI-based Product Area assignment uses the full context of each Product Area to evaluate feedback and determine the best fit. Instead of relying on keywords, the AI can interpret meaning across longer descriptions, making it possible to match feedback to the right Product Area with higher accuracy.
Once enabled, the AI also evaluates existing feedback and assigns it where appropriate.
Add Product Area context
Before you enable AI-based assignment, you must provide context for each Product Area in your app. The AI uses this context to evaluate and match relevant feedback. To add context:
- In Pendo, select Product > Product Areas.
- Locate the Context column. If no context is set, select Add context. This opens the Edit Product Area modal.
- In the Context field, write a description that defines the scope, functionality, or topics for the Product Area.
- Select Save changes.
Tip: Provide as much information as possible when writing context. Avoid vague or overlapping descriptions with other Product Areas.
Best practices for writing context
- Describe the main goal or customer problem this Product Area solves.
- List key features or workflows, providing as much detail as possible.
- Add terms and phrases your users might use when giving feedback.
- Include keywords, acronyms, legacy names, UI elements, competitors, and other relevant terminology.
- Explain how to interpret ambiguous feedback that overlaps with other Product Areas.
- Use clear descriptions. Avoid vague language.
- Use full sentences or bullet points to improve clarity.
Enable AI-based Product Area assignment
After adding context to your Product Areas, you can enable automatic assignment:
- Select Listen > Listen settings > Automation rules. The Assign Product Areas rule is listed at the top of the Automation rules table.
- Select the Active toggle to start automatic assignment.
When activated, Pendo begins processing both new and existing feedback using the AI model. You can monitor results in feedback views or by browsing Product Areas.
Limitations
- The accuracy of assignment depends on the clarity and specificity of the Product Area context provided. See the Best practices for writing context section for guidance on how to provide the most useful context for Product Areas.
- AI-based assignment of Product Areas only takes place if no manual or keyword-based assignment has already taken place.
- You can override AI-based assignment of Product Areas if needed.