Category: Product

AI-powered Topic Detection built for CX Operations

Customer comments are gold. But as anyone managing CX today knows, that gold is buried under mountains of text — open-ended feedback from surveys, public reviews, social media, even support interactions like call transcripts. Teams try to tag and bucket insights manually, but it’s slow, inconsistent, and almost impossible to scale.

That’s where e-satisfaction’s ATD capability comes in, a technology we’ve build and have been developing over 2years and now are infusing in our platform

✨ What Is ATD?

Automatic Topic Detection (ATD) is our AI-powered topic detection engine that reads open-ended customer feedback and automatically classifies each comment into business-relevant topics, organized in a clear 3-level hierarchy:

  • Experience Domains is the 1st level representing high-level areas of the customer journey or experience focus. E.g. – 
  • Focus Areas & sub-domains is the 2nd level representing the Specific dimensions or sub-domains within each experience category. E.g Delivery Service, Staff Behavior, Staff Quality, Product Availability, Delivery service & options.
  • Finally, Operational Customer Signals is the 3rd and most granular level representing the detailed, operational-level topics that represent the actual voice of the customer. e.g., Payment Methods, Refund Delays, Staff knowledge, Stock Issues, Quality of delivery service.

Each piece of feedback can be assigned to one or more topics based on content — whether it’s collected via a survey, imported from review, or pulled from historical data. The result? Structured, ready-to-use insights that reflect your business operations.

While the ATD model is technically built on a 3-level topic hierarchy, our product will offer it in 2 tiers:

  • Tier 1 (Experience Domain Topics): Strategic domain-level tagging (equivalent to Level 1) — included in all plans.
  • Tier 2 (Advanced Operational Topics) offering the tags in Focus Areas and Operational signals (Levels 2 & 3) — available as an add-on or in premium plans.

🤖 Why It Matters Now

The volume of unstructured feedback is exploding. Yet most CX and operations teams don’t have the time or tools to process it at scale — let alone connect it to KPIs like NPS, CSAT, or cost-to-serve. With e-satisfaction’s ATD capability:

  • Your team eliminates manual tagging and gains back hours every week
  • You gain instant view into aggregated topics that customers are talking about the most
  • Your reports transform from simple data charts to insights that guide/ prioritize actions based on real, recurring issues — not hunches

How It Works

ATD turns your scattered feedback into structured CX insights — in four clear steps:

1. Connect Your Feedback Sources

Start by gathering and syncing all qualitative feedback into the e-satisfaction platform.This includes: Survey responses (from e-satisfaction or other tools), Google and public reviews, Social channel comments, even support interactions or call transcripts.

2. AI Engine Analyzes Every Comment

Once your data is in, e-satisfaction’s AI engine goes to work. It reads and parses each comment using appropropriate industry-tuned models powered by a business-aligned taxonomy. 

3. Each Comment Is Tagged with Structured Topics

Based on its analysis, the AI assigns every relevant topic tags (not just one) to each comment — instantly, ensuring assignment across tier. This gives every piece of feedback consistent, scalable structure.

4. Insight Flows into Prebuilt CX Reports

The AI-generated tags automatically populate in e-satisfaction’s CX Insights Portal for all relevant Text Analytics reports. This way customers can see the raw table showing which topic tags have been assigned to each comment, explore charts featuring most frequent topics, topic breakdowns by NPS score, as well sa dive deeper using Impact Score Analysis highlighting which topics affect metrics like NPS.

🎯 What Makes It Different?

Most topic models are vague. They produce tags that lack structured naming, structure/ taxonomy and can be inconsistent in how they treat similar comments. Worse, producing labels that are too broad to act on.

e-satisfaction’s ATD is different. It’s built for clarity, consistency, and operational value – action!

  • Purpose-built taxonomy
    Instead of relying on machine-learned guesses,  e-satisfaction models apply a curated set of topics based on over 4 years of real feedback analysis — including hundreds of thousands of omnichannel survey responses across industries.
    This means each out-of-the-box (OOTB) topic has been hand-picked to be business-aligned and grounded in reality — from strategic areas of experience domains to the operational signals

  • Industry-tuned models
    Whether you’re in retail, banking, automotive, or service, e-satisfaction AI engine uses models adapted to the verticals / domains organizations operate in— ensuring the topics it identifies actually make sense for how your business runs. For example, ‘Service’ means something different in retail vs. automotive— and our AI understands that.

  • Multi-level structure
    Comments aren’t labeled with just one broad tag. Instead, each piece of feedback can be mapped across two tiers, giving customer the right ballance between strategic view and operational signals in granular way. This structure gives customers the flexibility to start simple and scale deep when ready.

  • High-volume, high-accuracy
    ATD handles thousands of comments per day – no setup, no training, and no tagging rules required. Whatever feedback source (channel or type) connect it to e-satisfaction and watch structured insight emerge with a consistent level of quality and structure.

  • Ready for insight activation
    Topic tags are automatically integrated into prebuilt dashboards inside the CX Insights Portal, so you can instantly explore trends, segment by performance, and discover what’s driving your NPS or CSAT — without waiting on analysts or building manual reports. Soon enough, our product team we will be offering Topic Alerts, a new actionability feature, that would flag spikes on critical themes, helping you act near real-time and in the moment something is changing. 

💡 Who Benefits

This isn’t just AI for show. It’s AI that speaks your business language — and gives your teams the structure they need to act.

  • CX Teams: No more manual work. Spot drivers of satisfaction, pain, and churn in one view
  • Data Analysts: Plug structured topics into dashboards, reports, and alerts
  • Executives: See trends across stores, teams, or regions — and act on systemic insights

🚀 Ready to Use Today

Automatic Topic Detection is already in production and available to activate. You can activate and leverage ATD in real-time or retroactively — meaning you can unlock insights from new feedback or your entire archive.

  • If you’re a current customer: Contact your Account Manager or Customer Success to get started or request a walkthrough.
  • If you just began exploring e-satisfaction: Book a Demo and see how ATD can scale your feedback operations
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e-satisfaction Topic analysis report leveraging ATD in CX Insights portal

Got Questions?

You can reach us via our Support Portal for assistance .

BigQuery is Here: What It Means for Your Data & the Retirement of MS SQL

At e-satisfaction, we’re constantly evolving to provide the best solutions for our customers. As part of our vision to become the center of your data and bring all your Voice of the Customer into our platform helping you create custom reports that meet your unique needs, we’re embracing BigQuery, a best-in-class data warehouse solution. This shift will allow us to focus on what matters most—delivering the best insights and services to our customers.

As we move forward with these integrated data solutions, we’re streamlining how we handle “Data Out Integrations,” enabling our customers to easily export and sync data to their own systems—whether it’s a data lake or database. 

To achieve this, we are gradually phasing out and decommissioning any self-hosted MS SQL server previously offered to clients. MS SQL has proven to serve clients so far, yet given it doesn’t align with our vision yet given it is a self-hosted solution it has limitations with respect scalability and flexibility, while requiring heavy maintenance, slowing down innovation. It requires heavy maintenance, slowing down innovation. In contrast, BigQuery is cloud-native, built for speed, scalability, and seamless integration, enabling faster, more insightful data processing. This shift ensures we stay at the forefront of technology, providing our customers with the cutting-edge solutions they need.

Why Are We Making This Change?

By transitioning to BigQuery, we’re making a strategic move toward a more integrated and future-ready data environment. BigQuery is a best-in-class, scalable data warehouse solution that offers faster processing, better integration with BI tools, and enhanced analytics capabilities—ensuring that we can continue to provide the best insights and services. This shift enables us to:

✅ Embrace next-generation technology – Strengthening our infrastructure with advanced, scalable, and high-performance data solutions.
✅ Improve data speed, scalability, and flexibility – Managing and analyzing data becomes faster and more adaptable to your needs.
✅ Enhance analytics and reporting capabilities – Access deeper insights with a more seamless and powerful data experience.
✅ Ensure e-satisfaction remains the central hub for your VoC data – Bringing everything together for a more cohesive and integrated data ecosystem.

This way, we continue evolving to serve you better with cutting-edge solutions. 

What Does This Mean for You?

This change impacts you differently based on whether you use MS SQL or not . 

How Do I Know If I Am Using MS SQL?

If you’re unsure whether you’re using MS SQL, don’t worry—chances are, you’d already know. If you were using it, you’d likely be in close contact with your IT or Dev teams, as they manage and maintain the setup. But if you’re still unsure, reach out to them for confirmation!

If You Don’t Use MS SQL

Since you are not using MS SQL this change will not impact on your existing setup—everything remains the same.

However, if you’re looking to optimize how you extract and analyze data, now is a great time to explore our Data Out capabilities with BigQuery. BigQuery offers faster data processing, greater scalability to handle large datasets, and seamless integration with your Business Intelligence tools, making data analysis quicker, easier, and more insightful.

If You Use MS SQL

As we move toward a more integrated data environment, there are key changes to the way we manage data. Starting in January 2026, we will no longer support our self-hosted MS SQL database for data reception from e-satisfaction. While this shift brings exciting improvements, it’s important to understand how it affects your data access. Although your MS SQL database will no longer receive new data, rest assured that no data will be lost. Your historical data will still be accessible, but it will only be available through BigQuery moving forward.

MS SQL Servers will gradually fade away as 2025 progresses, which will give us plenty of time to help you with the integrations that you need. In more detail:

  • January 2025 – Full Automation: As part of establishing BigQuery at the center of VoC data and improving Data Out integrations, we have instituted full automation of data flows to MS SQL Servers, eliminating any  will be part of our full data flow automation and will require no manual work for updates to be updated. This is part of our bigger Data Out Integrations initiative which will be fully automated to help you migrate to any database / data lake you desire.
  • May 2025 – MS SQL support ends: May 31st, will be the last day we will support requests for updating MSSQL tables manually. After that date, we will no longer be able to perform any manually update to custom tables on MS SQL Servers. Given BigQuery, any data updates will run automatically, updating Automated data will still be updated on the servers on a daily basis.
  • December 2025 – MS SQL Server is officially decommissioned: By the end of December 2025, MS SQL Server will be fully decommissioned and put to sleep. There will be no going back from this moment onward. 
  • January 2026 – Data will only be accessible via BigQuery: Client VoC Data will be available only via BigQuery. 

Transitioning away from MS SQL to BigQuery.

As we move away from supporting MS SQL and fully transition to BigQuery, customers should consider the following factors to ensure continued access to their data and minimize disruptions to their workflows:

  • Data Storage & Access: Transitioning to BigQuery means adjusting how you pull and access your data. If you use BI tools or manage your data elsewhere, you’ll need to update your configurations to pull data from BigQuery instead of MS SQL. Planning this transition early will ensure you avoid any gaps in your data access.
  • Historical Data Availability: If you have historical data older than 2018, it’s important to extract it from MS SQL before the full decommissioning. Failure to do so may result in permanent data loss, especially since our retention policy limits availability to the past 5 years.
  • Data Exports & Integrations: After the May 2025 deadline, all data extraction will need to be done via BigQuery. This means reconfiguring your data pipelines to integrate with BigQuery instead of relying on MS SQL. Customers should review their plan and subscription license with respect to applicable export limitations or included integrations and make any necessary adjustments to ensure smooth data exports. Upon transitioning to BigQuery, clients will be able to export data collected during the subscription period and per their plan. If data older than 2 years must be exported, it may require making commercial arrangement with account managers.
  • BI & Reporting Tools: If you use Power BI, Tableau, or other BI tools, you’ll need to update the data sources to connect with BigQuery. Be mindful of schema changes that may impact how your data is presented in your reports, and plan your updates accordingly.
  • Custom Queries & Views: Any custom queries previously run on MS SQL will need to be adapted to BigQuery’s syntax. This may require some changes in your queries to ensure they work with the new schema, so plan ahead to avoid delays.
  • Automation & Workflows: If you have automated workflows that rely on MS SQL, you will need to reconfigure them to interact with BigQuery. Updating any scripts or scheduled jobs will be essential to maintaining the automation and smooth operation of your processes.

For a smooth transition and avoid disruptions, it’s important to begin planning now. Depending on your current usage and dependencies, some actions may require more time, so take the necessary steps well in advance of the January 2026 deadline.

What You Need to Do

We recommend planning your transition between May 2025 and December 2025 to ensure a smooth shift. Here’s what you need to do:

✔ Consult Your IT Team:
 If you’re unsure whether you’re using MS SQL, your IT or development team can help confirm this.

✔ Extract Your Data:
 If you need historical records older than 2018, back them up before the transition to ensure no data is lost. If you need data that is either a) older than 12-months but within 5 year retention, or b) part of previous subscription periods, you may need additional plan privileges to extract from BigQuery  

✔ Adapt Your Integrations:
 If you use visualization tools connected to MS SQL, update them to work with BigQuery’s schema to maintain seamless integration and functionality.

✔ Set Up Your Own Database (if needed):
 If you need to maintain a separate database, you will need to set up your own database in your environment after the transition.

Got Questions?

You can reach us via our Support Portal for assistance .

Unhappy Customers? Get Immediately Notified With e-satisfaction.com Alerts!

Unhappy customers… They happen even to the best of us. And there is one thing that can turn someone from unhappy with your brand or service to a detractor: ignoring their feedback! 

Unhappy customers… They happen even to the best of us. And there is one thing that can turn someone from unhappy with your brand or service to a detractor: ignoring their feedback! 

Plus, not acting on the information provided by a disgruntled customer can be an even more insidious outcome than losing him/her: 62% of customers say they share their bad experiences with others (source: Salesforce). 

If only there was a way to be notified as soon as a customer testifies of a negative experience on a questionnaire… Well, we’re happy to introduce to you the e-satisfaction.com Automated Alerts feature!

How does the Automated Alerts feature work?

Automated Alerts is a fully customizable feature that can be accessed directly from the dashboard of your e-satisfaction.com account. 

It allows users to set up alerts in order to be notified as soon as specific events occur. These events can allude to different stages of the buyer’s journey, thus helping you see the bigger picture, and may include:

  • Unhappy Store Pickup / Home Delivery / Checkout
  • Comments about Store Pickup / Home Delivery / Checkout

By activating the “Receive Alerts” option next to each of the Events you want to be notified about and adding the e-mail addresses that will be receiving the notification emails, you’re set and good to go!

From now on, your assigned stakeholders (e.g. customer service team, management) will receive the automated e-mail notifications, as showcased below, which include the customer’s id, detailed questionnaire answers, score and comments.

This concentrated information gives them the opportunity to pinpoint the source of dissatisfaction and promptly reach out to the customer and take the necessary recovery actions.

 

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    What makes Automated Alerts such a noteworthy feature?

    e-satisfaction.com Automated Alerts are designed and implemented to offer a range of benefits for customer service teams and costumers alike. More specifically:

    • Automated Alerts can be used as an effective operational tool. The Alerts real-time dashboard is designed to be easily accessed and used without any technical knowledge required or a complex configuring process. It’s simple to organize and be filtered-through so users can concentrate on specific events/touchpoints that interest them. Plus, you can assign different statuses on alerts and keep notes on them in order to better keep track of which cases are resolved and which need further attention and actions.
    • Automated Alerts help you organize and streamline your customer service processes. Each alert contains, in one place, all the information necessary to accommodate your service team members. Simply put, alerts can help you form a better understanding of your audience and solve one of the most severe pain points of unhappy customers: having to repeat themselves to multiple support representatives!
    • Automated Alerts can be used alongside the other customer feedback and engagement features and tools offered by e-satisfaction.com to create a seamless customer experience that results in happier customers, enhanced loyalty and significantly higher retention.

    So, stop thinking of unhappy customers as the “necessary evil” of online retail. Instead, think of them instead as people who deserve your attention and swift action. You’ll be surprised when you see the transformative power and proven results of a customer-centric approach that can start from something as simple as an e-mail notification.

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    How to Generate Google Reviews with e-satisfaction.com

    Reviews! Online reviews of brands/e-shops or products are a powerful form of social proof, one that allows buyers to have their voices heard and influence the decisions of peers and strangers alike.

    We live in the age of Customer Reviews! Online reviews of brands/e-shops or products are a powerful form of social proof, one that allows buyers to have their voices heard and influence the decisions of peers and strangers alike. 

    With transparency becoming more and more relevant for consumers as they tend to research more businesses before purchasing products or services, brands and online retailers turn to their happy customers, asking them to share their positive feedback on business review websites, like Google My Business.

    Also, one of the most significant benefits of customer reviews, apart from their no-cost online advertising nature, is their multiplying nature: reviews generate more reviews. Plus, Google Reviews are a good way to boost organic SEO. Positive Google Reviews build trust and they can direct new customers to your e-shop. As your traffic grows via these reviews, Google recognizes your business as an authority on your industry and it rewards you with a higher ranking on the search results pages. 

    Now, the question remains… How can you generate Google Reviews?

     

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      How can you activate an e-satisfaction.com Google Review Campaign?

      Your e-satisfaction.com account features a number of Marketing Campaigns, which are automated actions that are activated by a simple transaction/interaction between you and your customer. 

      A Google Reviews campaign is activated and automatically executed through the following steps: 

      1. A customer completes a pop-up, branded questionnaire evaluating their experience with your business. 

      2. Based on their answers and score, they are automatically segmented as happy or unhappy.

      3. The Google Review campaign is now activated, targeting only your happy customers: They receive a branded and fully customizable invitation to click a button, get redirected to google and share their positive experiences in the form of a Google Review!

      Example of a branded invitation that asks happy customers to submit their Google Review. Text translation: “Your opinion is valuable! Click here to leave a review of our store on Google”

      What are the expected results of a Google Reviews Campaign?

      Google Reviews Campaigns by e-satisfaction.com are designed to be easy to implement and effective. 

      On the one hand, platform users can set up and activate a campaign without needing any coding skills. They can effectively close the loop via an automated process and track any campaign and campaign-related metrics (e.g. click rates) on the dedicated dashboard.

      Customers, on the other hand, can effortlessly submit their Google Reviews, as the invitation they receive leads them directly to the designated review page. 

      This straightforward approach has been proven to work: e-satisfaction.com Google Review Campaigns have a 20% average review rate and impressive image click rates that can reach as high as 75% (Avramis Optics Google Reviews Campaign).

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      How to turn feedback to engagement with our PrestaShop Module

      More than 300.000 merchants trust PrestaShop, the open-source e-commerce solution with all the features you need to create an online store and grow your business. And now, e-satisfaction.com is an official PrestaShop Partner!

      More than 300.000 merchants trust PrestaShop, the open-source e-commerce solution with all the features you need to create an online store and grow your business.

      One of the most impressive features in this innovative platform is the Addons Marketplace, which offers a wide range of templates and modules that help you increase your online store’s potential.

      And now, e-satisfaction.com is an official PrestaShop Partner, which means that you can find and download our free “Turn Feedback into Engagement” module, which helps you do exactly what its name promises!

      Who is this module for? 

      This module was specifically designed and implemented for e-shops that want to collect feedback and engage their customers via a selection of easy-to-use, highly effective features.

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        Why is customer feedback important?

        Because one thing that customers love for sure is to feel that their voices are heard! 

        Simply put, when a brand ignores what its audience has to say, it misses out on the chance to use the power of feedback and engage its customers, thus creating a mutually advantageous relationship.

        Download the e-satisfaction.com PrestaShop module for FREE

        How can I collect and analyze customer feedback with the e-satisfaction.com PrestaShop module?

        It’s a lot easier than you think! 

        With the e-satisfaction.com module, you can get feedback for all stages of the customer journey, without wondering what to ask, how and when.

        As soon as you register and install the module, you have the following feedback features at your disposal:

        • Four questionnaire display formats, all mobile responsive, enabling you to collect feedback in the most effective way
        • Omnichannel Retail questionnaire templates are ready to cover all stages of the consumer journey: Browsing the website, checkout, home delivery, store pickup, return and using the products. 
        • Automated segmentation of responders, based on what they respond, who they are and what their transaction was about.
        • Integration of feedback in the sales page and “Satisfaction history” of each customer in your panel
        • Custom anonymizer option to facilitate GDPR compliance
        • Real-time dashboard to view collected feedback and export comments and scores

         

        How can I engage my customers using the e-satisfaction.com PrestaShop module?

        Engaged customers are now a prerequisite for retention and loyalty. However, customer engagement, being a rather elusive aspect of the overall customer experience, may seem hard to be put from theory to practice.

        We wanted to make engagement easier, so the e-satisfaction.com module offers you several features that allow you to reach out to your customers in the ways that matter most. Some of those are:

        • Refer a friend tool that can be triggered only to satisfied customers
        • Call back request functionality with the ability to agree on custom terms
        • Review on Google Places / Facebook or any other service call to action
        • Alerts allow you to act on unhappy customers and recover them

        Discover our all-in-one customer feedback and engagement PrestaShop Module

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        how we can help your business grow!

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