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We are currently focused on enhancing our text analysis tool, ISAAC, to provide you with even more powerful insights. ISAAC already helps you quickly identify key insights from your open text feedback, eliminating the need to manually read through every response.
With the upcoming upgrade, we are making ISAAC more accurate and precise, allowing for a deeper and more reliable analysis. Additionally, we’re introducing customization options, giving you the ability to tailor the text analysis to better meet your specific needs. These improvements are designed to make your experience with ISAAC more efficient and impactful, ensuring you get the most relevant and actionable insights from your data.
Since this is a major refactoring, this will happen in phases. Below, you can see an overview of the different phases and what we want to achieve in each phase.
- In Phase 1, our goal is to maintain the output of the text analysis as very recognizable while improving its accuracy. The existing category paths will continue to be used for the text analysis during this phase. After this, initial beta testers will have the opportunity to try out and evaluate our new ISAAC system.
- In Phase 2, we will focus on enhancing the text analysis for online reviews and incorporating leading questions (e.g., "What can be improved?" or "What did we do best?"). Once the second phase is approved, all customers will be able to transition to the new text analysis system.
- The goal of Phase 3 is to introduce customization options, such as creating custom categories and hiding categories that are not relevant to the company.
Do you have any questions? Check the list below to find out everything. We're constantly updating this page to provide you with the most recent information. Didn't find what you are looking for? Do not hesitate to contact us.
IN THIS ARTICLE
1.1. What is the timeline for implementing the new ISAAC?
1.2. How will the updated ISAAC appear in the platform?
1.3. What actions are required from me as a customer for this update?
2. Beta testing
2.1. How can I participate as beta tester?
2.2. What will be expected of me during the beta testing phase?
3.1. Will all users have the ability to create custom category paths?
3.2. Will custom category paths be accessible across all touchpoints?
4.1. What is a leading question?
1. General questions
1.1. What is the timeline for implementing the new ISAAC?
At this moment, it is still unclear when our new ISAAC will be available on the platform. What we do know for certain is that our development team is already working hard on this feature.
- We aim to start the beta testing by the end of Q1 2025, once the initial development phase is completed. If you are interested in becoming a beta tester, don’t hesitate to let your Customer Success Manager know, or contact us at productteam@hellocustomer.com.
- Once beta testing begins, we’ll have more clarity on when the general release can be expected.
- Additionally, we are working on several features to enable personalized text analysis. Since the transition will occur gradually, you can indicate if you’d prefer to wait for these features before making the switch.
1.2. How will the updated ISAAC appear in the platform?
The structure of the ISAAC analysis displayed on the platform will remain largely unchanged. The category paths will be familiar: they continue to consist of a main category further refined by subcategories, with sentiment assigned to each path.
The ISAAC analysis pages will still display the same data, and dashboards will support the addition of the same widgets as before. Additionally, the key driver analysis, as you know it today, will continue to be supported.
1.3. What actions are required from me as a customer for this update?
As a customer, you don’t need to take any action. We will proactively inform you when the transition to the new ISAAC version will take place for your account.
2. Beta testing
2.1. How can I participate as beta tester?
If you are interested in becoming a beta tester, don’t hesitate to let your Customer Success Manager know, or contact us at productteam@hellocustomer.com.
2.2. What will be expected of me during the beta testing phase?
As a beta tester, we value your feedback on the new text analysis. Specifically, we are interested in whether it meets your expectations, how it differs from what you anticipated, and any other insights you may have.
To support you during the test period, we will schedule several check-ins:
- Kick-off Meeting: At the start of the test period, we will align on expectations from both sides.
- Mid-term Evaluation: A session to review progress and gather preliminary feedback.
- Final Review: At the end of the test period, we will discuss the final conclusions and insights.
These meetings will be tailored to your needs and input, and their length will depend on the topics to be covered. In addition, please know that we are always available to assist you between meetings. If you have any questions, need clarification, or require support at any point during the beta testing phase, don’t hesitate to reach out to us. We’re here to help!
3. Custom category paths
3.1. Will all users have the ability to create custom category paths?
Only administrators can create or modify custom category paths. Regular users can view these specific paths in the analysis but cannot make changes or create additional paths.
3.2. Will custom category paths be accessible across all touchpoints?
For each touchpoint, an administrator can define which taxonomy (the complete set of category paths derived from the text analysis) applies. This allows you to decide, per touchpoint, which category paths are included in the analysis and which are not.
This applies to both the standard paths provided by Hello Customer and the paths created by administrators within the platform.
4. Miscellaneous
4.1. What is a leading question?
A leading question is one that guides the participant in a specific direction. Examples include:
- "What were you specifically satisfied with?"
- "What can be improved?"
- "What are the pain points?"
Traditionally, ISAAC has struggled with such questions because the system cannot easily determine whether certain terms—like "price"—carry a negative connotation (e.g., "What can be improved?") or a positive one (e.g., "What were you specifically satisfied with?").
In the improved version of ISAAC, the exact wording of the question is taken into account, allowing for a more accurate and nuanced analysis.