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. Taxonomy types

   1. Default taxonomies
   2. Custom taxonomies
3. 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. 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

• 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.

• 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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