Sentiment scoring of feedback

Chattermill scores incoming customer feedback, such as survey responses or reviews, by sentiment. A Beam agent reads new feedback entries as they arrive and checks the sentiment score against an approved threshold, for example flagging anything below a set level. It writes a status or tag back onto the feedback record so the team can filter for it later. When a score sits near the threshold or the feedback text is unclear, the agent routes the entry to a person to read and judge directly rather than acting on the score alone.

Theme and topic tagging

Chattermill groups feedback into topics and themes based on what customers mention, such as pricing or support wait times. A Beam agent reads the themes assigned to new feedback and applies an approved rule to route or summarize entries by topic, writing the result back into Chattermill or a linked reporting sheet. It can also notify a topic owner when volume in a given theme changes noticeably. If feedback spans several themes or none clearly, the agent leaves the categorization to a person to review and confirm.

Feedback trend reporting

Chattermill tracks how feedback volume and sentiment shift over time across topics and segments. A Beam agent checks these trend figures on a set schedule, comparing the current period against a baseline the team has agreed on. It writes a summary of notable shifts into a report or notifies the relevant owner when a theme moves outside the expected range. When a shift is too small to matter or the underlying data looks incomplete, the agent leaves the call to a person rather than raising an alert.