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Taxonomy Builder Overview

Taxonomy Builder enables organizations to design and manage their own topic hierarchy, ensuring that conversation analysis reflects their unique business priorities rather than relying only on machine-generated topic labels.

This feature addresses challenges by enabling Contact Center managers, analysts, and quality teams to define a structured taxonomy of business-relevant topics. This taxonomy can be applied consistently across conversations, ensuring precise classification, better insights, and actionable metrics.
Taxonomy Builder

Why Taxonomy Builder?

Traditional conversation analytics face real challenges that impact day-to-day operations:

Inconsistent Labeling: The same customer issue gets multiple labels. A credit card cancellation may appear as "card termination," "account closure," or "service cancellation," making it impossible to get accurate counts or trends.

Generic Topics: AI-generated labels like "payment issue" or "service inquiry" are too broad to be actionable. You need to know if it's a billing dispute, a payment method update, or a late fee inquiry.

Flat Structure: Real business operations are hierarchical from business lines to product categories to specific issues. Flat topic lists make it hard to analyze at different strategic levels.

How does Taxonomy Builder help?

Taxonomy Builder enables you to:

  • Define custom topic hierarchies that mirror your business structure.

  • Ensure consistent labeling across all conversations.

  • Analyze topics at strategic (L1), tactical (L2), and operational (L3) levels.

  • Track resolution rates and sentiment for specific customer contact reasons.

Understanding the Three-Level Hierarchy

Level 1 (L1): This represents your highest-level business categorization, typically corresponding to major divisions, lines of business, or service areas that align with executive-level thinking and strategic planning.

Level 2 (L2): Under each L1 business area, L2 topics represent specific product categories, service types, or operational areas that middle management and product teams focus on.

Level 3 (L3): These represent the specific reasons customers actually contact your organization, the detailed issues that drive day-to-day operational decisions, and agent activities. Specific customer contact reasons - the actual reasons customers call.

Advanced Features

Intelligent Topic Detection

The system leverages your custom topic names and detailed descriptions to accurately classify conversations using advanced LLM technology. When you create each topic, you provide specific descriptions that help the AI understand exactly what customer statements, issues, or requests should be categorized under that topic.

Configurable Resolution Tracking (L3 Focus)

For Level 3 topics, you can enable sophisticated resolution tracking. This feature automatically determines whether each customer issue was successfully resolved during the conversation. The system provides binary classification, Successful or Unsuccessful, with the ability to customize what these outcomes mean for each specific topic type.

Hierarchical Sentiment Analysis

Customer sentiment is captured at the most granular level (L3) and automatically aggregated upward through your hierarchy.

Flexible Organizational Structure

The system recognizes that not all organizations require the full three-level hierarchy. You can create standalone L2 topics with L3 subtopics if your business structure doesn't need the highest strategic level, ensuring the taxonomy matches your actual operational reality.

System Architecture and Integration

Version Management

All taxonomy changes operate through a version control system. Modifications don't impact ongoing analysis until you explicitly create and deploy a new version, preventing accidental disruptions to current operations while giving you complete control over when changes take effect.

Enterprise-Grade Security and Permissions

Role-based access controls ensure that:

  • Users with full Conversation Intelligence permissions can configure and modify taxonomies.

  • View-only users can see configured taxonomies but cannot make changes.

  • Users without permissions cannot access the Taxonomy Builder interface.

  • All changes are tracked through comprehensive audit logs and changelogs.

Strategic Business Impact

When your topic structure aligns with your organizational reality, every customer conversation becomes a precise data point that directly informs business decisions. Quality assurance teams can develop targeted coaching programs based on specific interaction types rather than generic categories. Operations managers can identify emerging issues at the exact level of detail needed for rapid response. Customer experience leaders can track sentiment trends for the specific touchpoints that matter most to their improvement initiatives.

This precision enables conversation intelligence to evolve from an interesting dashboard into an essential operational tool that drives measurable business outcomes and strategic decision-making.

To set up and build a taxonomy, refer to Setup Taxonomy.