Topic starter sets
Topic starter sets are preconfigured topic sets designed for specific industries, domains, and areas of interest.
A topic starter set contains the most popular topics from a specific area of interest. Each package is designed to capture feedback about a specific industry or domain. Each topic in a set also includes:
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A basic set of rules.
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All associated user features.
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All associated word groups.
Use topic starter sets to start the topic building process, and reduce the time required to build topics for your company.
These sets were created by topic-building experts. The topics reflect the key issues and drivers that are most important to companies in a specific vertical, providing a solid foundation for your Text Analytics program.
For information about the installation process and the post-installation steps required for topic starter sets, see Implement Text Analytics.
Ad-hoc / In-the-moment topic sets
The following topics were built in a shorter than usual timeline to help our clients quickly anticipate social-cultural currents and events and investigate trends as they are happening. Topic sets without an industry descriptor such as retail or hospitality are not industry-specific.
| Topic set | Data sources | Languages |
|---|---|---|
| ADA | Survey and social | EN |
| Airline - Alcohol Ban | Survey and social | EN |
| Bank Stability Concerns - Bank Stability Concerns 2023 | Survey and social | EN |
| Black Friday 2020 | Survey and social | EN |
| Black Lives Matter | Survey and social | EN |
| Coronavirus - Contactless Payment | Survey and social | EN |
| Coronavirus - Employee | Survey and social | EN |
| Coronavirus - Healthcare Provider | Survey and social | EN |
| Coronavirus - Hospitality | Survey and social | EN |
| Coronavirus - Related Topics | Survey and social | EN |
| Coronavirus - Reopening Business | Survey and social | EN |
| Coronavirus - Restaurant | Survey and social | EN |
| Coronavirus - Retail Supermarket | Survey and social | EN |
| Coronavirus - Vaccine | Survey and social | EN |
| Covid 2021 | Survey and social | EN |
| Covid 2022 | Survey and social | EN |
| DEI Programs | Survey and social | EN |
| Employee - Layoffs | Survey and social | EN |
| Employee - Quiet Quitting | Survey and social | EN |
| Employee - Unionizing | Survey and social | EN |
| Employee - Zoom Fatigue | Survey and social | EN |
| Heat Wave | Survey and social | EN |
| Homicidal Ideation | Survey and social | EN |
| Hospitality - Cyber Security | Survey and social | EN |
| Hospitality - New Trends | Survey and social | EN |
| Languishing | Survey and social | EN |
| Mental Crisis | Survey and social | EN |
| Monkeypox | Survey and social | EN |
| Natural Disasters | Survey and social | EN |
| Post-2020 Presidential Election | Survey and social | EN |
| Profanity | Survey and social | EN |
| Reproductive Rights | Survey and social | EN |
| Restaurant - Convenience Fees | Survey and social | EN |
| Retail - Baby Formula Shortage | Survey and social | EN |
| Retail - Back to School | Survey and social | EN |
| Retail - Holiday Shopping | Survey and social | EN |
| Retail - Inflation | Survey and social | EN |
| Retail - Pride Month | Survey and social | EN |
| Weather Crisis | Survey and social | EN |
| World Cup Qatar 2022 | Survey and social | EN |
Non-industry-specific topic sets
The following topic sets apply to all companies.
| Topic set | Data sources | Languages | Notes |
|---|---|---|---|
| Action | Survey and social | EN, CN, FR, DE, IT, JA, RU, ES, SV | |
| Action - Speech | Speech | EN, ES | |
| ADA Digital | Survey and social | EN | |
| Attention To | Survey and social | EN, ES, PT, IT, DE, FR | |
| Social Listening | Social | EN, DE, IT, ES, FR, PT | This is a low-coverage, high-actionability topic set designed for social data and to filter low-quality social data noise. |
| Case Management | Survey and social | EN | |
| Controversy | Survey and social | EN, CN, FR, DE, JA, RU, ES, SV, IT | |
| Cyber Security | Survey and social | EN | |
| DEI | Survey and social | EN | |
| Digital | Survey and social | EN, FR, DE, ES, IT, CN, SV, JA, NL, RO, AR, PT | Designed to be installed in combination with another topic set to account for industry-specific comments. |
| Digital Deep Dive | Survey and social | EN | Digital components are divided into app and website categories. |
| Inclusion and Diversity | Survey and social | EN | |
| Emotional Distress | Survey and social | EN | |
| Emotions | All | EN, ES, DE, FR, PT, IT, CS, EL, NL, RO, CN, JA, SV, PL, HU, RU | Designed to capture comments that may not be actionable but provide an overall sense of customers' emotion. These should be added to a separate tag pool. |
| Events | All | EN | |
| Marketing Insights | Survey and social | EN | |
| Mental Crisis | Survey and social | EN | |
| Natural Disasters | Survey and social | EN | |
| Overall Satisfaction | Survey and social | EN, DE, FR, ES, IT | Designed to capture comments that may not be actionable but provide an overall sense of customers' satisfaction. These should be added to a separate tag pool. |
| Profanity | Survey and social | EN | Topic list available upon request due to offensive language. |
| Standard Starter | Survey and social | EN, FR, DE, ES, RU, IT, CS, SV, CN, NL, PT, JA, RO, EL, AR, HU, PL | Use only when an industry-specific topic set is not applicable to your company. |
| Weather Crisis | Survey and social | EN |
Contact center topic sets
The following topic sets apply to companies using a contact center.
| Topic set | Data sources | Languages | Notes |
|---|---|---|---|
| Contact Center | Survey and social | EN, FR, DE, ES, PT, RU, NL, IT, JA, CN, SV | |
| Emotions - Speech | Speech | EN | |
| Contact Center V5 All Data Sources Call Notes | Call notes | EN | For best results, use this topic set in its own tag pool with exact matching only. |
| Insurance V5 Contact Center All Data Sources Call Notes | Call notes | EN | For best results, use this topic set in its own tag pool with exact matching only. |
| Retail Banking V2 Call Notes | Call notes | EN | For best results, use this topic set in its own tag pool. |
| Retail Banking V3 Contact Center All Data Sources | Call notes | EN | For best results, use this topic set in its own tag pool. |
Contact center - conversational
Conversational sets are designed to streamline the use of speech and survey data into a single, unified solution. These conversational topic sets replace separate contact center topic sets across various data sources, including survey, speech, messaging, chat, and email. These conversational sets enable the application of consistent topic sets across different data types.
Each conversational set consists of two main tag pools, Interaction Reason and Interaction Experience.
Interaction Reason uses survey, social, speech, chat, and messaging data.
Interaction Experience supports speech, chat, and messaging data, and it includes customer and agent segments.
| Topic set | Data sources | Languages | Notes |
|---|---|---|---|
| Contact Center - Conversational V6 | Survey, social, speech, chat, and messaging | EN, ES, FR, DE, IT, NL, PT, SV, CN | |
| Insurance Conversational - V5 | Survey, social, speech, chat, and messaging | EN, ES | |
| Retail Banking Conversational - V3 | Survey, social, speech, chat, and messaging | EN, IT | |
| Retail Conversational - V3 | Survey, social, speech, chat, and messaging | EN, ES | |
| Telco Conversational - V4 | Survey, social, speech, chat, and messaging | EN, ES |
Automated scoring
These topic sets enable automated scoring, which scores 100% of data in an unbiased and objective manner. Use automated scoring with reporting, alerting, and workflows to identify and take the most impactful data-based actions. Some automated scoring topic sets require the use of certain metadata fields. If some of that metadata is unavailable, score rubrics must be adjusted to redistribute the missing metadata's score weight. For more information, see Automated scores and Automated scores in Speech.
| Topic set | Data sources | Languages | Notes |
|---|---|---|---|
| Automated Scoring - Call Agent Quality Score | Speech | EN, ES, FR, DE, IT | Requires overtalk metadata. |
| Automated Scoring - Call Experience Score | Speech | EN, ES, FR, DE, IT, CN | Requires silence, hold time, call duration, and overtalk metadata. |
| Automated Scoring - Call Interaction Effort Score | Speech | EN, ES, FR, DE, IT, CN | Requires repetition, channel switching, transfers, overtalk, and silence metadata. |
| Automated Scoring - Call Multiple Contact Flag | Speech | EN, CN | |
| Automated Scoring - Chat Agent Quality Score | Chat | EN, ES, FR, DE, IT | |
| Automated Scoring - Chat Experience Score | Chat | EN, ES, FR, DE, IT | |
| Automated Scoring - Chat Effort Score | Chat | EN, ES, FR, DE, IT | |
| Automated Scoring - Chat Multiple Contact Flag | Chat | EN | |
| Automated Scoring - CX Risk | Speech | EN | |
| Automated Scoring - Diminishing Trust | Speech | EN | |
| Automated Scoring - Risk and Compliance | Speech | EN |
Employee experience (EX) topic sets
The following topic sets apply to any company that wants to learn more about the experience of their employees.
| Topic set | Data sources | Languages | Notes |
|---|---|---|---|
| Employee Recruitment / Candidate | Survey and social | EN, FR, IT | |
| Employee Training | Survey and social | EN, IT | |
| Employee Digital - Survey | Survey and social | EN, IT | |
| Employee V2 | Survey and social | EN, ES, DE, IT, FR, AR | This topic set includes topics designed for use with topic alerts. |
| Employee Experience (Main List) V3 | Survey and social | EN | Start with this topic set for all companies measuring EX. Add other topic sets as needed by your company. |
| Healthcare Employee | Survey and social | EN | |
| Employee Experience 2022 | Survey and social | EN |
Financial services topic sets
The following topic sets apply to companies that provide financial services.
| Topic set | Data sources | Languages | Notes |
|---|---|---|---|
| Insurance Advisor | Survey and social | EN | This is a small topic set built from advisor-feedback-specific data. Use a separate tag pool, and only use advisor data as an add-on to the general Insurance topic set. |
| Insurance B2B Group Benefits/Plan Sponsor | Survey and social | EN, ES | This topic set includes topics designed for use with topic alerts. |
| Insurance V4 | Speech | EN | This topic set is a combination of three child topic sets. |
| Insurance V4 | Survey and social | EN, IT, ES, DE, FR, NL | This topic set is a combination of three child topic sets. |
| Retail Banking (Branch) | Survey and social | EN, ES, DE, FR, SV, RO | |
| Retail Banking - Speech V2 | Speech | EN | Includes contact center Interaction Reason topics described in a preceding section. |
| Retail Banking - Survey V2 | Survey | EN, ES, IT, FR, SV, PT, NL, DE | Includes contact center Interaction Reason topics described in a preceding section. |
| Retail Banking V2 Social Listening | Social | EN | This is a low-coverage, high-actionability topic set designed for social data and to filter low-quality social data noise. |
| Wealth Management V2 | Survey and social | EN | |
| Financial Services Complaints | Survey and social | EN | |
| Financial Services Vulnerabilities | Survey and social | EN |
Hospitality topic sets
The following topic sets apply to hospitality companies.
| Topic set | Data sources | Languages | Notes |
|---|---|---|---|
| Casino Experience | Survey and social | EN | Doesn't include hospitality topics, but is designed with third-level topics that can be added to Hospitality V3. |
| Casino | Survey and social | EN, FR | Includes some hospitality topics and is more general than the Casino Experience topic set. |
| Hospitality | Survey and social | EN, FR, DE, ES, CN, IT | |
| Hospitality V4 | Survey and social | EN | |
| Hospitality New Trends | Survey and social | EN | |
| Meeting Planner | Survey and social | EN | |
| Restaurant V3 | Survey and social | EN, PL, FR | |
| Uncovering Personal Preference | Survey and social | EN |
Healthcare topic sets
The following topic sets apply to companies that provide health care services.
| Topic set | Data sources | Languages |
|---|---|---|
| Healthcare Employee | Survey and social | EN |
| Healthcare In Patient / Surgery | Survey and social | EN |
| Healthcare Provider V3 | Survey and social | EN |
| Healthcare Star Measure Score (CAHPS) | Survey and social | EN |
| Healthcare / Insurance Payer | Speech | EN |
| Pharma | Survey and social | EN |
Public sector topic sets
The following topic sets apply to companies operating in the public sector:
| Topic set | Data sources | Languages |
|---|---|---|
| Public Sector - City Management | All | EN |
| Public Sector General | Survey and social | EN |
Retail topic sets
The following topic sets apply to retail companies.
| Topic set | Data sources | Languages | Notes |
|---|---|---|---|
| Retail Products | All | EN | |
| Retail - Inflation | Survey and social | EN | |
| Retail Grocery Items | All | EN, FR, DE, ES | |
| Retail Store V2 | Survey and social | EN, IT, FR, DE, ES, AR, NL, PL, NO | Includes topics for both e-commerce and in-store experience. |
| Retail - Speech V2 | Speech | EN | Includes contact center speech topics. |
| Retail - Back to School | Survey and social | EN | |
| Retail Supermarket | Survey and social | EN |
Telecommunication topic sets
The following topic sets apply to telecommunication companies.
| Topic set | Data sources | Languages |
|---|---|---|
| Telco - Speech V2 | Speech | EN |
| Telco V2 | Survey and social | EN, DE, NL, ES, FR, IT, AR |
Miscellaneous industry-specific topic sets
The following topic sets apply to companies in specific industries, but which do not belong in the categories listed above:
| Topic set | Data sources | Languages |
|---|---|---|
| Automotive V2 | Survey and social | EN, JA, SV, CN, ES, DE, FR, RU, NL, IT |
| Airlines | Survey and social | EN, ES, IT |
| B2B Tech | Survey and social | EN, IT |
| B2B Tech / Product V2 | Survey and social | EN |
| Fitness | Survey and social | EN |
| Utilities | Survey and social | EN |
| Property Management | Survey and social | EN |
| Knowledge Workers | Survey and social | EN |
| QA Reviews | Survey and social (call notes) | EN |
Language codes
The following table lists the languages for the language codes used in the preceding tables.
| Code | Language |
|---|---|
| AR | Arabic |
| CN | Chinese |
| CS | Czech |
| DE | German |
| EL | Greek |
| EN | English |
| ES | Spanish |
| FR | French |
| HU | Hungarian |
| IT | Italian |
| JA | Japanese |
| KO | Korean |
| NL | Dutch |
| NO | Norwegian |
| PL | Polish |
| PT | Portuguese |
| RO | Romanian |
| RU | Russian |
| SV | Swedish |
Request a topic starter set
To request that one or more existing topic starter sets be installed on your instance, enter a request through the Medallia Support site.
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Access Medallia Support via https://help.medallia.com.
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On the navigation header, select More > Help > Create a Case.
The Create a Case screen appears.
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On the Create a Case screen, select Configure Application Settings. The Support Catalog screen appears with Application Settings selected in the Category dropdown.
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Select Install Package or Application. A case creation form appears.
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In the Company URL field, provide the URL for your company's Experience Cloud instance.
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In the Subject field, enter Text Analytics topic starter set request.
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In the Description field, specify the topic starter set you want installed.
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Fill in any other relevant fields, and then click Submit. The Text Analytics team typically responds within 2 business days.
To request a topic starter set that doesn't currently exist, or an existing topic starter set in a new language, contact your Medallia Expert.
