Documentation / AI configuration
Taxonomy: support areas and query patterns
In short: The taxonomy is the fixed classification of customer questions that aishaa uses to give every question a topic. It has two levels: a support area with one or more query patterns below it. The facts in What aishaa knows, the topic rules, trust per topic, workflows and the Ticket topics report are built on this classification. You do not manage the classification yourself; you do choose which domain profiles your organisation uses.
Where to find this
The taxonomy does not have its own management page. You come across it in these places:
- Organisation > Topics > What aishaa knows: the facts and topic rules per topic.
- Organisation > Topics > Taxonomy explorer: how often each topic occurs and how recent questions have been classified.
- Account > Agents, tab Trust: per topic, how often an agent’s proposals were sent unchanged.
- Account > Workflows: the Message read event passes on the topic of a message, so a workflow can choose based on it.
- The Ticket Topic Analytics report: what customers write about, per support area and query pattern.
Who: from the Organisation admin role (the Ticket Topic Analytics report from Team lead). The taxonomy applies per domain profile; which topics you see depends on the organisation’s domain profile.
The list of topics on the What aishaa knows page with a support area and the query patterns below it, menu Organisation > Topics > What aishaa knows.
Two levels
| Level | Meaning | Example of use |
|---|---|---|
| Support area | A broad subject that customer questions are about. | A fact or topic rule on a support area applies to all query patterns below it. |
| Query pattern | A specific kind of question within a support area. | A fact, a topic rule or an agent’s trust can apply to exactly one query pattern. |
In workflows the support area is called Topic and the query pattern Kind of question.
How aishaa classifies a question
- When aishaa reads and understands a customer message, it determines for each question in the message which query pattern belongs to it. The support area follows from that.
- That choice comes with a certainty. In a workflow it is available as How sure of the topic (0-100).
- If a question is about several things at once, aishaa can add extra query patterns as secondary labels next to the main topic. On the Taxonomy explorer these are called Secondary labels or Cross-tags.
- If no existing query pattern fits well, aishaa records a suggestion for a new topic. The question stays linked to that suggestion until a decision has been made about it.
aishaa cannot link a question without a topic to facts or to trust per topic. Sending by itself that has been switched on per topic therefore does not apply to such a question.
What the taxonomy is used for
| Function | What the taxonomy does there |
|---|---|
| What aishaa knows | aishaa keeps track, per topic, of the facts it learns from the team’s improvements. See What aishaa knows. |
| Topic rules | Via Tell aishaa you record a rule for one support area or query pattern, for example “Return labels are now free”. A topic rule always takes precedence over the facts. See Tell aishaa. |
| Trust | aishaa measures, per agent and per query pattern, how often proposals were sent unchanged. Based on that, a person can switch on sending by itself per topic. See Trust and letting an agent send by itself. |
| Workflows | The Message read event passes on Topic, Kind of question and How sure of the topic (0-100), so a workflow can choose a different route per topic. See Triggers and events. |
| Ticket Topic Analytics report | Shows what customers write about, per support area and query pattern. See Ticket topics. |
Domain profiles
The taxonomy belongs to a domain profile: a domain profile says what kind of organisation you are and with that determines which support areas and query patterns apply. All organisations with the same domain profile use the same classification.
Which domain profiles exist is maintained by the aishaa team. The list can therefore grow without a new version of the app. You choose which profiles your organisation uses:
- Go to Organisation > Organisation > General (the General settings page).
- Choose one or more profiles under Domain profile. It is a multiple-choice field.
- Save the page.
The rules that come with that choice:
- You always choose at least one profile. If you choose nothing specific, the organisation keeps the generic profile, which has no taxonomy of its own.
- If you do choose a specific profile, aishaa automatically drops the generic profile.
- A profile that is no longer available cannot be newly chosen. If the organisation already had it, it stays in the list so that you can keep it or remove it.
Are you missing a profile for your kind of organisation? Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
If several domain profiles are switched on, What aishaa knows and the Taxonomy explorer show a Domain profile drop-down list to switch between the profiles. The domain profile also determines which topics appear in the Ticket topics report.
New topics
You cannot add, rename or delete support areas or query patterns yourself. New topics are only added when the taxonomy of the domain profile is extended; that does not happen from your account. You can recognise a question that is waiting for an extension on the Taxonomy explorer by the status Awaiting suggestion in the Assignments tab.
Are you missing a topic that comes up regularly in your tickets? Contact the aishaa team via the aishaa support chat in aishaa (menu Chat, conversation aishaa support) or via support@aishaa.nl.
Good to know
- A fact or topic rule on a support area applies to all query patterns below it. A fact or rule on a query pattern only applies to that kind of question.
- The classification is shared with all organisations that use the same domain profile. What aishaa knows per topic, the topic rules and trust do apply per organisation.
- aishaa only classifies questions if Allow AI analyses is switched on for the organisation, see Turn AI analyses on or off.