Analysis - Tailor and optimize the text analysis (ISAAC) to your needs

ISAAC is our AI engine for text analysis of feedback, support tickets, online reviews, and other customer interactions. ISAAC stands for Industry Specific Annotation and Categorization. This means that the categories you see in the platform are tailored to the sector in which your company operates.

Every touchpoint you create in the platform is linked to a taxonomy.

A touchpoint is essentially a survey with questions. For every open-text question – whether or not it’s linked to a (custom) metric question – ISAAC will run text analysis. If text analysis is not relevant for a specific open-text question, you can deactivate it. Learn everything about touchpoints here.

A taxonomy is a set of category paths used in the text analysis. The taxonomy defines how feedback is categorized and therefore determines the outcome of the text analysis.

With the latest version of ISAAC, you can fully tailor text analysis to your specific use cases and requirements. Discover how to set this up here.

IN THIS ARTICLE

1. Introduction: what is ISAAC

2. Channels and Sectors (to be deprecated)
         a.       Channels 
         b.       Sectors

3. Taxonomy types

   1. Default taxonomies
   2. Custom taxonomies
4. ISAAC in the platform

1. Introduction: what is ISAAC

ISAAC is our AI engine for text analysis of feedback, support tickets, online reviews, and other customer interactions. ISAAC stands for Industry Specific Annotation and Categorization. This means that the categories used for the text analysis are tailored to the sector in which your company operates.

Every touchpoint you create in the platform needs to be linked to a taxonomy.

• There are different types of touchpoints

  • A survey with questions. For every open-text question – whether or not it’s linked to a (custom) metric question – ISAAC will run text analysis. If text analysis is not relevant for a specific open-text question, you can deactivate it.

  • A touchpoint where external data — such as feedback collected via other systems, online reviews, or customer interactions (email threads, chat conversations, etc.) — can be imported
  Learn everything about touchpoints here.
• A taxonomy is a set of category paths used in the text analysis. The taxonomy defines how feedback is categorized and therefore determines the outcome of the text analysis. You can either use a default taxonomy provided by Hello Customer or set up a custom taxonomy — by tailoring a default taxonomy to your needs or by building one from scratch.

A touchpoint can be linked to a taxonomy in the touchpoint settings. Every touchpoint can be linked to a different taxonomy, but you can re-use the same taxonomy for several touchpoints.

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2. Channels and Sectors (to be deprecated)

To help you get the most out of our text analysis, ISAAC, you need to choose the correct sector and channel for your touchpoint. That way, your text analysis will be tailored to your specific use case.

 

a. Available channels

• App: for touchpoints where you offer your services and/or products via an app.
• Billing: touchpoints where your customer mainly talks about the invoicing process.
• Employee: touchpoints where you survey employees (yours or your customers') in their capacity of employees
• Event: touchpoints where you organize an event (family days, bootcamp...) or where the point of contact is an open outdoor space. Except: conference or presentations that aren't meant as training, but are merely informative. In that case, the channel 'Speaking Events and Training' is more suitable.
• Digital Commercial Contact: for touchpoints where your customers interact digitally (e.g. via video call) with one of your non-helpdesk members of staff, e.g. a follow-up call.
• Installation: for touchpoints where your customers talk about an installation (of a kitchen, internet installation, ...)
• Mortgage: for touchpoints where your customers talks about the process of aftermath of obtaining a mortgage.
• On Site Service: for touchpoints where you send a staff member, who is not an installer nor a repairman, physically to your customer.
• Payout: touchpoint where your customer mainly talks about a payout your company made to them
• Product retail: for touchpoints where your customer gets in touch with your company in a physical location to buy physical products.
• Remote Customer Service: for touchpoints where your customers talk about the information/help they received from a helpdesk/service desk/… remotely (via phone, email, chat, ...).
• Repair: for touchpoints where your customers talk about the maintenance and/or repair work performed on a machine/car, or about vehicle inspection.
• Service Retail: for touchpoints where your customers enter a physical space in which a mostly non-material service is provided to the final customer.
• Shipping: for touchpoints where your customers talk about:- the order or the delivery of goods, or- vending machines they rent from you (because those machines are restocked by you who rents them out; this restocking is a kind of shipping)
• Speaking Events and Training: for touchpoints where your customers talk about a training session they attended. This also includes conferences or presentations that aren't meant as trainings, but that are merely informative.
• Unknown: for touchpoints that contain a relational survey in which customers are surveyed, who, among them,  made contact with your company through more than one channel.
• Web: for touchpoints where your customers interact with your company via a webshop or a website (except when receiving remote help from customer support via these, in which case you should choose channel Remote Customer Service).

• Artist Advocacy: your company’s main activity is representing the rights of artists.
• Automotive: your company’s main activity main activity is selling selling, fixing or leasing motor vehicles.
• Bank: your company’s main activity is providing monetary services.
• Cleaning Housekeeping: your company’s main activity is providing cleaning and/or housekeeping services.
• Education: your company’s main activity is providing educational services.
• Employment Agency: your company’s main activity is matching employers and employees.
• Event Organisation: your company’s main activity is organizing (networking) events and fairs.
• Financial Services: your company’s main activity is providing financial advice.
• Health Insurances: your company’s main activity is providing health insurances.
• Home Improvement: your company’s main activity is selling products and services for home improvement.
• HR and Social Service: your company’s main activity is providing HR services and social services to companies. 
• Insurance: your company’s main activity is providing insurances except for health insurances.
• IT Services: your company’s main activity is providing IT services and products.
• Pharmacy: your company's main activity is selling pharmaceutical products.
• Product - Electronics: your company's main activity is selling electronic devices and component
• Product - Fashion: your company’s main activity main activity is selling fashion products: clothes, shoes, etc.
• Product - Food: your company’s main activity is selling food products.
• Product - Paper Goods: your company's main activity is selling books and other paper goods.
• Product - Others: your company's main activity is selling physical products that cannot be accurately captured by one of the other product-related sector options
• Public Service: the company is a government agency and the service you provide cannot be accurately captured by one of the other sectors (e.g. Transportation).
• Print  Media: Your company’s main activity is selling newspapers, magazines, etc.
• Law: your company’s main activity is providing legal services.
• Logistics and Supply chain: your company’s main activity is providing logistic and/or supply chain support.
• Radio: your company's main activity is radio broadcasting.
• Real Estate: your company’s main activity is buying, selling and/or letting residential, commercial, industrial and/or special-use properties.
• Restaurant: your company’s main activity is preparing and serving food and drinks to customers.
• Security Services: your company’s main activity is providing safety for your customers through specialized apparel and/or guards.
• Telecom: your company’s main activity is selling telecommunication products and services.
• Theme Park: your company’s main activity is offering various attractions for entertainment purposes in a dedicated park.
• Transportation: your company’s main activity is providing transport for passengers.
• Travel: your company’s main activity is selling travel and tourism-related services and products: the transport to the holiday area and/or the stay there. 
• TV: your company’s main activity is television broadcasting.
• Utilities: your company’s main activity is providing essential services consumed by the public, i.e. electricity, gas, water and waste collection.

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2. Taxonomy types

a. Default taxonomies

We offer default taxonomies based on the sector you operate in. The category paths within each taxonomy are tailored to that specific sector. Below, you’ll find an overview of the sector taxonomies we’ve developed at Hello Customer, built on years of experience with text analysis of feedback within these industries

• Automotive: This sector involves the production, sale, and maintenance of vehicles and related components. Companies focus on safety, performance, and service for both private and business customers.

• B2B: Companies in this sector sell products or services to other businesses rather than to consumers. They often focus on long-term partnerships, contracts, and customized solutions.

• Bank: The banking sector provides financial services such as savings accounts, loans, payments, and investments. Banks support both individuals and businesses while ensuring security and regulatory compliance.

• Child & Home Care: This sector provides services and support for families, children, and households, including childcare, parental guidance, and home assistance. It aims to promote wellbeing, development, and daily life support.
• Cleaning & Housekeeping: This sector delivers cleaning and maintenance services for homes, offices, and public spaces. Companies ensure hygiene, organization, and comfort through reliable and efficient service.

• Education: This sector delivers learning and training services through schools, universities, and educational organizations. It focuses on knowledge transfer, skill development, and personal growth.

• Employee: The employee sector covers organizations that manage internal employee-related services such as payroll, benefits, internal communication, and workforce administration. Its goal is to support and engage employees within an organization.

• Employment agency: Employment agencies connect job seekers with employers through temporary, permanent, or project-based placements. They manage recruitment, selection, and often administrative employment tasks.

• Health insurance: The health insurance sector provides coverage for medical expenses and healthcare services. Organizations in this sector manage policies, reimbursements, and access to healthcare providers.

• Home improvement: This sector focuses on products and services for building, renovating, and maintaining homes. It includes retailers and service providers offering tools, materials, and expert advice.

• Hospital: The hospital sector delivers medical care such as diagnostics, treatment, surgery, and emergency services. It relies on specialized staff, equipment, and strict safety standards to care for patients.

• HR & Social service: This sector supports employers and individuals with human resources, wellbeing, and social protection services. It includes payroll, occupational health, social security, and employee support.

• Insurance: The insurance sector offers financial protection against risks such as accidents, damage, or liability. Companies assess risk, manage policies, and handle claims for individuals and businesses.

• IT services: The IT services sector provides technology solutions such as software, infrastructure, cybersecurity, and support. It helps organizations operate efficiently and securely in a digital environment.

• Product – Electronics: This sector sells electronic devices like smartphones, computers, and home appliances. It often includes retail, after-sales support, repairs, and warranties.

• Product – Food: The food product sector focuses on the production and sale of food and beverages. Companies ensure quality, safety, and distribution to consumers or businesses.

• Product – Others: This sector includes the sale of physical goods that do not fit into specific product categories. It covers a wide range of consumer or professional items.

• Product – Paper goods: The paper goods sector sells products such as books, stationery, packaging, and office paper. It serves both consumer and business needs for communication and organization.

• Public Service: The public service sector includes organizations that deliver essential services in the public interest without being traditional government bodies. They operate under public mandates and focus on societal wellbeing and continuity.

• Restaurant: The restaurant sector provides prepared food and beverages for on-site consumption or takeaway. It focuses on food quality, service, hygiene, and customer experience.

• Telecom: The telecom sector delivers communication services such as mobile, internet, and fixed-line connectivity. Companies manage networks and infrastructure to ensure reliable and secure communication.

• Utilities: The utilities sector provides essential services such as water, electricity, gas, and waste management. Organizations in this sector focus on reliability, safety, and regulatory compliance to support daily life.

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b. Custom taxonomies

A custom taxonomy is a taxonomy specifically designed for your use case. There are two ways to build a custom taxonomy:

• By tailoring a default taxonomy to your needs

• By building one from scratch.

If you want to build a custom taxonomy, you need to contact your Customer Success Manager or send an email to support@hellocustomer.com. They can guide you through the different steps.

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3. ISAAC in the platform

ISAAC is embedded throughout the platform. 

• Analysis is the best place to start exploring your text analytics. For every open-text question with text analysis enabled, you’ll see a dedicated tab with the results. 

• You can also add ISAAC-related widgets to your dashboards.

• Configure alerts to notify you when customers mention specific topics.

• And many more!

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