Custom Theme query guide

Tips & tricks on writing queries for Custom Themes

Written by Mikhail Dubov
November 23, 2022

What is a query?

A query is what our Machine Learning engine uses to build the model that tags the responses with that theme

• Our model recognises synonyms, so don’t worry if your customers have lots of names for the same thing
• Between 2 to 4 words works best, but our model will run on up to 6 words
• The search results will differ from what gets tagged (our search function is only intended as a guide)

How to create a Custom Theme query

1. Provide context – “Bank transfer” instead of “Transfer”. Avoid generic words such as “transfer” as this could have lots of meanings, instead use “bank transfer”.

2. Provide detail – “Cotton card damage” instead of “damage” Our model only uses what you put in this field; if you’re looking to create something specific, be specific.

3. Avoid noise – “Ripe apples” instead of “Ripeness of apples” The model will think that the noise is part of your query, no need for grammatically correct phrases here.

Examples

Queries that work well…

• “Tracking number delivery”
• “Lost work autosave recover”

Queries that don’t work well…

• “Apple” - no context, the model needs disambiguation
• “Existing user tries to open a new account” - user-based filter, no overarching theme to follow.