Taxonomy

The catalog of Themes, Needs, and Problems behind Insights — what your players contact you about, organized into a three-level tree

The Taxonomy page is the source of truth for everything you see on Drivers, Overview, and Feedback. It’s a three-level catalog that classifies every conversation into a structured hierarchy.

Theme   →  e.g. "Payments"
  Need  →  e.g. "Withdraw funds"
    Problem →  e.g. "Withdrawal blocked by KYC verification"

URL: https://app.cevro.ai/insights/taxonomy

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The Three Levels

Theme (top level)

The broadest grouping — operational area. Examples:

• Payments
• Account & Security
• Bonuses & Promotions
• Game-Related
• Platform & Technical
• Support & Service

Need (middle level)

A category of player intent within a Theme. Examples (under Payments):

• Withdraw funds
• Make a deposit
• Update payment method
• Reverse a transaction

Each Need carries a health indicator (green / amber / red) that summarizes how reliably new tickets are landing under it.

Problem (leaf level)

The specific failure mode or scenario. Examples (under “Withdraw funds”):

• Withdrawal blocked by KYC verification
• Withdrawal pending more than 72 hours
• Withdrawal rejected by payment provider
• Player can’t find withdrawal page

Problems are where most of the actionable signal lives. Each Problem holds the example phrases Cevro uses to recognize matching conversations.

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The Page Layout

Three columns, left to right:

Column	Shows
Themes	All Themes in your workspace with ticket counts
Needs	When a Theme is selected — its Needs with a health dot
Problems	When a Need is selected — its Problems

Click a row to drill in; click again to deselect. The header above the columns shows summary counts (e.g. “6 themes · 28 needs · 156 problems · 142 active”).

Toggle Show archived in the top-right of the card to include archived nodes in each column.

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Health Indicator

Each Need row has a colored dot:

Indicator	Means
Green	Healthy
Amber	Watch — confidence dropping or volume spiking
Red	Attention — low confidence or anomaly detected

A Need turning red usually means one of two things:

1. The taxonomy needs updating — emerging patterns aren’t covered, so tickets land here with low confidence
2. A real production incident — a sudden spike in volume on a previously stable Need

Problem rows show the dot only when health is not green, so the column stays scannable.

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Working with Nodes

Creating a node

1. Drill to the right level

   Themes are top-level. To add a Need, first click a Theme to select it. To add a Problem, first click a Need.

2. Click + at the top of the column

   Opens the node form.

3. Fill in the fields

   • Name — short and descriptive (3–100 characters), unique within the parent
   • Description (optional) — short internal note
   • Example phrases — Problem only. 3–10 phrases of what players might say, one per line, each 10–500 characters. These teach Cevro what conversations belong here.
4. Save

   The node becomes available immediately. New tickets can be classified into it, and flagged tickets get a chance to match it on the next classification pass.

Editing a node

Hover any row → click the pencil icon. Edit the same fields. If you change Example phrases on a Problem, Cevro re-learns the pattern automatically on save.

Edits to Name / Description on a legacy Problem with fewer than 3 stored examples are still allowed — the 3-phrase minimum only kicks in once you touch the examples textarea.

Archiving a node

Hover → click the archive icon. Archived nodes:

• Stop accepting new ticket classifications
• Are hidden from default views
• Reappear when Show archived is toggled on
• Can be restored at any time with the restore icon

Archiving is reversible — nothing is permanently deleted.

Don’t archive a node just because it has low volume. Archive when it’s been superseded by a clearer node or when it represents a flow that no longer exists in your platform.

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Discovery Suggestions

Cevro continuously scans tickets that didn’t match any existing Problem confidently. When it spots a recurring pattern, it appears as a TaxonomySuggestion in the Discovery panel at the top of the page.

Running discovery on demand

From the panel header:

• Granularity — broad, default, or granular. Lower granularity finds smaller emerging patterns at the cost of more noise.
• Days back — 1 / 7 / 30 / 90 — how far back to scan for unmatched tickets

Click Start discovery to kick off a run. The panel streams progress through stages: queued → fetching → embedding → clustering → naming → saving → complete.

Acting on suggestions

Each suggestion shows the proposed name, description, parent Need, and example phrases. Available actions:

Action	What it does
Accept	Creates the node and reclassifies matching tickets. If no parent was inferred, opens the edit modal so you can set one first.
Edit	Tweak name / description / parent / examples before accepting
Merge	Fold the cluster into an existing Theme / Need / Problem
Dismiss	Clear from queue — may resurface in a future run if the pattern persists
Reject	Hide permanently — won’t be suggested again

This is how the taxonomy stays current without manual sweeps.

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Tips

• Promote, don’t recreate. When you spot a recurring pattern, accept a Discovery suggestion or merge it — don’t hand-write it. The suggestions already have curated example phrases.
• Three examples is the floor. Below 3 phrases, classification gets noisy. The form enforces this.
• Watch the amber/red dots. They’re the cheapest leading indicator of taxonomy decay.

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Related

• Drivers — the dashboard that visualizes this taxonomy
• Feedback — service-quality clusters, separate from the Drivers tree
• Overview — surfaces taxonomy-driven insights at the top level
• Topic Monitoring — predecessor concept, focused on AIP coverage