Ask ISAAC

Welcome to Ask ISAAC — your smart companion for turning feedback into action.

Ask ISAAC is an intelligent analytics agent powered by over a decade of experience in Customer and Employee Experience (CX & EX). It dives deep into your data and gives you clear, actionable answers to your most pressing questions — whether they’re about customer satisfaction, employee sentiment, or your use of the Hello Customer platform itself.

Let’s get you started!

IN THIS ARTICLE

1. Setting Up Ask ISAAC for Success

2. What Can I Ask ISAAC?

     2.1. Feedback insights 

     2.2. Evolutions over time

     2.3. Strategic priorities

     2.4. Metadata deep-dives

     2.5. Experience metrics

     2.6. ISAAC categories 

     2.7. Platform usage

3. Example Questions to Ask ISAAC

4. Ask Isaac Update

5. Managing Chats

6. Usage Limits

7. Not Getting the Answers You Expected?

 

1. Setting Up Ask ISAAC for Success

To get the most out of Ask ISAAC, it’s important that your data is correctly mapped and labeled. Here’s how to configure your account:

1. Map your participant attributes

   Navigate to the Participant Attribute Mapper in your Settings. Link your data fields to standard fields or define them as custom metadata so ISAAC knows exactly how to interpret them.

2. Add meaningful descriptions

   Still in the Mapper, add clear and concise descriptions to your metadata fields. Make sure to explain what each field represents and, if possible, include example values. This helps ISAAC understand your data even better — and answer your questions more accurately.

... back to top

2. What Can I Ask ISAAC?

Here’s a taste of the kinds of questions ISAAC is built to answer:

2.1. Feedback insights

• “What are people saying about the freshness of our vegetables?”

2.2. Evolutions over time

• “What’s the most interesting trend in feedback over the past 6 months?”

2.3. Strategic priorities

• “What should be my first focus and what should I improve?”

2.4. Metadata deep-dives

• “How many people in Paris who bought Product A completed the survey?”

2.5. Experience metrics

• “How many customers in Paris gave a score above 3 in touchpoint Y?”

2.6. ISAAC categories

• “How has the mention of ‘personnel friendliness’ evolved over the last 3 months?”

2.7. Platform usage

• “How do I send out weekly reports from the Hello Customer platform?”

... back to top

3. Example Questions to Ask ISAAC

Need inspiration? Here are some powerful ways to use ISAAC’s capabilities in your daily work:

• “Could you provide a report summarizing the key insights and trends for Q1 2025?”
• “What is the most impactful action I can take to convert dissatisfied customers into satisfied ones?”
• “For the NPS touchpoint, what are the main differences in customer feedback between January and February 2025?”
• “What negative feedback has been shared about personnel? Which specific areas require improvement?”
• “What is the most notable change or trend observed between Q1 and Q2 of 2025?”
• “Based on the insights, what should my top priority be right now?”
• “If we improved the speed of service, how much could we expect our NPS to increase?”
• “Looking at NPS Touchpoint 2, what have been the most significant shifts in top-mentioned categories over the past six months? What actions should I take in response?”
• “Based on customer feedback, how would you assess my performance across the six emotional drivers of customer experience?”

New: Questions using ISAAC’s CX Framework Analysis

ISAAC can now analyze verbatims and insights using three industry-standard CX frameworks. Here are examples of what you can ask:

Forrester CX Framework (Effectiveness, Ease, Emotion)

• "Did the customer get what they came for?"
• "Was the process simple or complicated for them?"
• "What emotions did the customer express during their interaction?" 

Six Emotional Drivers Framework (Trust, Control, Progress, Recognition, Belonging, Surprise)

• "Which emotional drivers are present in this feedback?"
• "Did the customer mention feeling valued or surprised?"

Service Profit Chain Framework (Employee Experience → Customer Experience → Loyalty)

• "Is there any indication that employee behavior impacted the customer’s experience?"
• "Does the feedback suggest a connection between staff engagement and customer satisfaction?"

These examples show how ISAAC goes beyond simple metrics, giving you strategic guidance based on real feedback data.

... back to top

 4. Ask Isaac Update

Ask Isaac has had a full refresh in the 04/06/2026 release. The chat interface looks the same — what's changed is what happens behind it.

Better answers

Isaac is sharper across the board:

• More accurate. Better handling of multi-turn conversations and follow-up questions; fewer hallucinated numbers; more consistent reasoning across runs with the same data.
• More relevant. Isaac is better at picking the verbatims and metrics that actually explain the trend you're asking about, rather than the ones that just happen to match keywords.
• More concise. Answers go straight to the point. Long, rambling explanations are gone.

Sources for every answer

When Isaac answers a question, you'll now see exactly which data the answer is based on:

• Inline citations. Numbered markers (¹ ² ³ …) next to claims in the answer; click any one to jump to the source.
• Source panel. A panel on the right of the chat lists every source for the current answer, with the type (conversation, dashboard widget, metric, taxonomy node, …), a short snippet showing what Isaac used, and a direct link that opens the source in the platform with the right filters pre-applied.
• Hover preview. Hovering an inline citation shows the snippet without leaving the chat.

This makes verification quick: read the answer, click the citation next to anything you want to check, confirm in one click.

Anything else changing for end users?

• Permissions, chat history, and source-access scoping all behave exactly the same as before. Isaac never cites data you don't have access to.
• Existing chats are unaffected; the new behaviour applies from your next answer.
• If you don't see the refreshed Ask Isaac yet, the feature is enabled per tenant on request (contact your CSM). 

Verify and feed back

The "show source" links make it quick to verify an answer. If something looks off, give the answer a thumbs-down — that feedback is what we use to keep tuning Isaac on your data.

... back to top

5. Managing Chats

You can create new chats to ask ISAAC different things while keeping topics isolated. You just need to click on "+ create chat" and a new chat will open, while the last chat will appear as a tab on the side panel with a representative title

When hovering on top of each of the chat tabs you will find three dots.

When clicked, you'll have the options:

• Rename the chat

• Delete the chat

You can also use the search box to find chats with specific keywords, phrases... Which is very useful when you have a large amount of chats

... back to top

6. Usage Limits

• Max 5 questions per minute
• Max 100 questions per day

... back to top

7. Not Getting the Answer You Expected?

Ask ISAAC tries to interpret your question and automatically apply the right filters to your dataset based on touchpoints, metadata fields, categories, time periods, sentiments, and more.

Sometimes ISAAC needs a little help.

For example, if you ask:

“How many customers talk about Nero?”

ISAAC will try to figure out if “Nero” is:

• a feedback category (e.g., product or service type),
• a metadata value (e.g., employee name),
• a touchpoint,
• or just a keyword in the raw feedback.

... back to top