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Analysis - Optimize your ISAAC analysis
To help you get the most out of our text analysis, ISAAC, there are three things to keep in mind:
- Choose the correct sector and channel for your touchpoint. That way, your text analysis will be tailored to your specific use case.
- You can make suggestions to improve the text analysis directly from the platform.
- You can group specific ISAAC category paths to fit your needs. Learn more about it here.
IN THIS ARTICLE
1. Which sector & channel do I need to choose for my touchpoint?
To get the text analysis in your touchpoint at its best, it is of the utmost importance to select the right sector and channel.
- The sector represents what kind of business your company does and what kind of products or services are sold. In most cases, this will be the same for all your touchpoints. That's why you can assign a default sector in the account settings.
- The channel represents the way your customer came into contact with your company. This will probably be different for several touchpoints in your environment, since you can survey different steps in the customer journey.
To help you with this, you will find an overview of all available sectors and channels below.
IMPORTANT
Only administrators can set up touchpoints and choose the sector and channel. After answers came in, it is not possible anymore to update this. Therefore, it is important to think this through before launching your survey.
1a. Available sectors
- 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.
1b. 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).
2. Suggestions
Since we always want to improve our text analysis and it is important for the results that the text analysis is as accurate as possible, we strongly recommend making suggestions for improvement if you feel that the text analysis is not 100% accurate for a certain feedback.
NOTE
All users with access to conversations can make suggestions. In the event that a suggestion has already been made by a user for a certain open text answer, it will not be possible for any user to make a suggestion for that same open text feedback until the suggestion has been treated.
2a. How to make a suggestion
In dashboards, analysis, and the key driver analysis, it is possible to click on an ISAAC category path to open a side panel that will show you all the feedback related to that category path.
Once the side panel is opened, you'll see a pencil next to each feedback. When you click on the pencil, a screen with a text box will open where you can fill out your feedback regarding the categories created by our AI, ISAAC.
Feedback can include:
- wrong sentiments
- weird categories
- some categories that are missing
- ...
Your feedback is directly sent to our AI-team and they handle your suggestions carefully.
2b. Feedback on your suggestions
Option 1: Done
Your suggestion was duly implemented.
Example: “Clear and easy to edit cart”
- Isaac prediction: E-platform-web-userfriendliness-positive
- Your suggestion: “This can be more specific: it is about the shopping cart on the webshop”
Option 2: Half done
Your suggestion was partially implemented. This means that you made two or more suggestions about one customer comment and we implemented some, but not all of those suggestions of yours.The reason why we weren’t able to implement some of your suggestions is explained in the email you received. There are different reasons why we sometimes cannot implement a suggestion:
A) Your suggestion is not executable
Example 1: “I can’t say that it isn’t the case that I’m not always entirely unsatisfied.”
- Isaac prediction: Unspecified&Misc-negative
- Your suggestion: Should be positive
Why? Not executable because it is too difficult for the AI to understand.
Example 2: “Mooie kledij”
- Isaac prediction: No prediction
- Your suggestion: Should be Product-clothes-physical appearance-positive
Why? There is no prediction result because the participant has the wrong language.
B) Your suggestion will be implemented in the near future.
This means that it is not yet possible to implement your suggestion because we need to apply some more changes. However, in the near future, we will be able to duly implement your suggestion.
Example: “Unfriendly website”
- Isaac prediction: E-platform-web-userfriendliness-positive and Eplatform-web-positive
- Your suggestion: Prediction ‘Eplatform-web-positive' is redundant.
Why? Redundant predictions of this type will soon be a thing of the past. This is a problem we are aware of and are fixing in the near future.
C) Your suggestion is executable, but not scalable
This means that a certain expression or a way of saying something is very rare/odd which makes it not scalable to apply your suggestion.
Example: “Such swell products”
- Isaac prediction: Product-general-neutral
- Your suggestion: Should be positive
Why? Uncommon/Old-fashioned words are too rare to be understood by the AI. We can teach it to understand them, but it would not be worth the effort, since it would not affect enough predictions.
D) Your suggestion is already correct based on the predefined category
Example: “The woman in the shop was very rude to me.”
- Isaac prediction: Personnel-Shop Assistant-Very Negative
- Your suggestion: This should be “urgent-churn risk”.
Why? Based on our categorization, the yielded prediction is correct.
Option 3: Not done
Your suggestion was not implemented. The reason why we weren’t able to implement your suggestion is explained in the email you received. There are different reasons why we sometimes cannot implement a suggestion:
- Your suggestion is not executable.
- Your suggestion will be implemented in the near future.
- Your suggestion is executable, but not scalable.
- Your suggestion is already correct according to the predefined categorization.
For further explanation of the meaning of this reasons, see topic above: Option 2: Half done
2c. When will I see the adaptations in the platform?
Once you received an e-mail with feedback on your suggestions, your handled suggestions will already be implemented for all feedback that comes in afterwards. Your historical data will be re-evaluated over the weekend. So afterwards, you will also see the adaptations in our AI-model in your historical data.