Wizu Prism FAQ
Basics and Overview
What is Wizu Prism?
Wizu Prism is an AI solution for Customer Experience (CX) text analytics. It leverages advanced generative AI technology to provide autonomous, in-depth analysis of customer feedback, organizing insights into a hierarchical structure of Themes, Sub-themes, and Scales.
How does Wizu Prism differ from traditional text analytics tools?
Unlike traditional text analytics solutions that rely solely on machine learning and require extensive setup and training, Wizu Prism uses generative AI technology to understand context, nuance, and sentiment without any training or setup. It provides a white-box solution with transparent reasoning and offers pay-as-you-go pricing, making advanced AI text analytics accessible for mid-tier companies.
What problem does Wizu Prism solve?
Wizu Prism solves the challenge of "making sense out of the mess" of customer feedback data. It transforms unstructured customer comments into structured, actionable insights, helping CX professionals understand not just what customers are saying, but why it matters and how to address it effectively.
Who is Wizu Prism designed for?
Wizu Prism is designed primarily for CX managers in mid-tier service provider companies who are overwhelmed by vast amounts of customer feedback and need efficient, insightful analysis solutions. It's particularly valuable for professionals who need to derive actionable insights from NPS comments and other customer feedback sources.
How does Wizu Prism work with Microsoft's ecosystem?
Wizu Prism is designed to integrate seamlessly with the Microsoft ecosystem, featuring native authentication with Microsoft accounts, familiar interface elements, and compatibility with Microsoft tools and services. This integration ensures enterprise-ready security and a familiar experience for users within the Microsoft environment.
Is Wizu Prism different from Wizu Surveys?
Yes, Wizu Prism and Wizu Surveys are separate products with complementary functions. Wizu Surveys is a conversational survey tool that uses AI to prompt and probe for better responses, while Wizu Prism analyzes the feedback collected from any source, including Wizu Surveys. They can be used independently or together for a complete feedback collection and analysis solution.
What kind of customer feedback can Wizu Prism analyze?
Wizu Prism can analyze virtually any type of customer feedback text, including:
NPS comments and explanations
Open-ended survey responses
Customer reviews
Support tickets
Social media comments
Interview transcripts
Focus group data
Technical Details
What is a token?
In the context of Wizu Prism, a token is a unit of measurement for text processing.
How many tokens do I need for analysis?
One token is consumed for each customer feedback response anlyzed. One token is additional required for advanced analysis.
Do unused tokens carry over to the next month?
With our subscription plans, unused tokens do NOT carry over to the next month
What languages does Wizu Prism support?
Wizu Prism supports analysis in over 30 languages, including:
English
Spanish
French
German
Italian
Portuguese
Dutch
Japanese
Chinese (Simplified and Traditional)
Russian
Arabic
Hindi
Korean
Multi-language analysis can be performed within the same dataset with automatic language detection.
What file formats can I upload for analysis?
Currently only CSV files are supported, or direct API access.
Is there a limit to how much data I can analyze?
There is no hard limit to the amount of data you can analyze with Wizu Prism. The system is designed to scale with your needs. Practical limitations are based on your token allocation or pay-as-you-go budget. For extremely large datasets (100,000+ comments), we offer enterprise solutions with optimized processing.
How secure is my data with Wizu Prism?
Wizu Prism employs enterprise-grade security measures, including:
End-to-end encryption
Automatic PII detection and removal
ISO 27001 compliant data handling
Regular security audits
GDPR and CCPA compliance
Integration with Microsoft security standards
Where is my data stored?
Customer data is stored in secure centres based in European Union
All storage complies with relevant regional data protection regulations.
How does the API integration work?
Wizu Prism offers a RESTful API that allows you to:
Submit content for analysis
Retrieve analysis results
Manage your account and usage
Integrate with existing systems
Comprehensive API documentation, SDKs for popular languages, and integration examples are provided to streamline implementation.
Do you support single sign-on with Microsoft accounts?
Yes, Wizu Prism fully supports single sign-on with Microsoft accounts through Azure Active Directory integration. This allows for seamless, secure access using existing corporate credentials with support for multi-factor authentication and enterprise security policies.
Features and Capabilities
What is the Hierarchical Customer Journey Model (HCJM)?
The Hierarchical Customer Journey Model (HCJM) is Wizu Prism's structured approach to organizing customer feedback into meaningful categories. It consists of:
Journey Stages (major phases of customer experience)
Touchpoints (specific elements within each stage)
Scales (measurable aspects of each touchpoint)
This hierarchical structure helps transform unstructured feedback into organized, actionable insights.
How does Wizu Prism organize customer feedback?
Wizu Prism uses advanced AI to automatically categorize feedback into:
Themes (major topics mentioned in feedback)
Sub-themes (specific aspects within each theme)
Scales (measurable qualities for each sub-theme)
Sentiment (positive, negative, or neutral feeling)
Priority (importance based on impact and frequency)
The system also identifies relationships between categories and highlights emerging patterns.
What visualizations does Wizu Prism offer?
Wizu Prism offers various visualizations to make insights accessible, including:
Sentiment heatmaps
Priority matrices
Journey maps
Impact assessment visualizations
Custom dashboards
Can Wizu Prism analyze NPS comments?
Yes, analyzing NPS comments is one of Wizu Prism's core strengths. The platform can automatically:
Identify key drivers of promoter and detractor sentiment
Categorize feedback into structured themes
Track NPS trends over time
Highlight priority areas for improvement
Connect NPS scores with specific aspects of customer experience
Does Wizu Prism detect sentiment in customer feedback?
Yes, Wizu Prism performs sophisticated sentiment analysis that goes beyond basic positive/negative classification. It can:
Identify sentiment at both overall and specific topic levels
Detect nuanced emotional signals
Understand context-dependent sentiment
Recognize sarcasm and implied sentiment
Measure sentiment intensity
Track sentiment changes over time
How does the AI prioritize improvement opportunities?
Wizu Prism prioritizes improvement opportunities using multiple factors:
Impact on customer satisfaction and loyalty
Frequency of mention
Sentiment intensity
Competitive positioning
Implementation feasibility
Resource requirements
Potential business outcomes
Customer segment importance
This creates a balanced prioritization that considers both customer impact and business realities.
What is the "lens-based" approach to feedback analysis?
The lens-based approach allows you to view your customer feedback through different analytical perspectives, such as:
Problem-Solution Lens: Identifying issues and potential fixes
Experience Enhancement Lens: Improving overall customer journey
Value Optimization Lens: Maximizing perceived value
Customer Success Lens: Helping customers achieve their goals
Competitive Edge Lens: Differentiating from competitors
Each lens provides unique insights while maintaining a consistent priority scoring system.
Can I ask questions directly to my data?
Yes, Wizu Prism includes an AI-powered question-answering capability that allows you to ask natural language questions about your data, such as:
"What are the top complaints from our premium customers?"
"How does satisfaction with our mobile app compare to our website?"
"What aspects of our service improved the most this quarter?"
"Which customer segment is most concerned about pricing?"
The system provides evidence-based answers with supporting data points.
How does Wizu Prism handle sarcasm and context in feedback?
Wizu Prism uses advanced generative AI models that understand context, nuance, and linguistic patterns. This enables the system to:
Recognize sarcasm and irony
Understand cultural references
Interpret industry-specific terminology
Recognize implicit sentiment
Understand comparative references
Process ambiguous or contradictory statements
Pricing and Plans
How much does Wizu Prism cost?
Wizu Prism offers flexible pricing to accommodate different needs:
Starter subscription: $199/month (600 tokens)
Growth subscription: $499/month (2,000 tokens)
Scale subscription: $999/month (5,000 tokens)
All plans include core analysis features, with additional capabilities in higher tiers.
Is there a free trial available?
Yes, we offer a 1-month free trial included in the Starter Subscription
This is perfect for small teams or individuals wanting to explore the platform's capabilities.
Are there volume discounts for larger organizations?
Yes, please contact us for more information via hello@wizu.com
Implementation and Support
How long does it take to set up Wizu Prism?
Wizu Prism can be set up and running in minutes:
Account creation: 2 minutes
Initial data upload: 5 minutes
First analysis results: 10-15 minutes
API integration: Typically 1-2 days with developer resources
Full enterprise integration: 1-2 weeks depending on complexity
Our guided onboarding process ensures smooth implementation.
Do I need technical expertise to use Wizu Prism?
No technical expertise is required for core functionality:
The user interface is intuitive and designed for business users
Data upload is straightforward with intelligent mapping
Visualizations are ready to use without configuration
Insights are presented in clear, non-technical language
For API integration and advanced customization, basic technical knowledge or developer support is helpful.
What kind of support is available?
We offer tiered support options:
Community support: Documentation, knowledge base, and community forums
Standard support: Email support with 24-hour response time
Premium support (Professional and Enterprise plans): Priority email support, live chat, and scheduled consultation calls
How do I get started with Wizu Prism?
Getting started is simple:
Sign up for a free account at [website]
Upload your first dataset or connect via API
Review the initial analysis
Explore visualizations and insights
Share results with your team
Schedule a consultation to maximize value
Data and Analytics
How accurate is Wizu Prism's analysis?
Wizu Prism achieves high accuracy levels:
Theme categorization: 90-95% accuracy
Sentiment analysis: 85-90% accuracy
Priority assessment: 80-85% correlation with expert judgment
The system also provides confidence scores for all analyses and improves over time through continuous model updates.
Can Wizu Prism identify emerging trends in feedback?
Yes, Wizu Prism includes trend identification capabilities:
Automatic detection of new or growing themes
Sentiment shifts over time
Emerging customer concerns
Changes in priority rankings
Sudden spikes in specific issues
Comparison to historical patterns
The system flags significant changes for immediate attention.
How does Wizu Prism handle PII (Personally Identifiable Information)?
Wizu Prism takes a comprehensive approach to PII protection:
Automatic detection and redaction of PII
Options for anonymization during import
Compliance with GDPR, CCPA, and other privacy regulations
Secure data storage and processing
PII handling audit logs
Integration and Workflow
Can Wizu Prism integrate with my existing CX tools?
Yes, Wizu Prism integrates with popular CX platforms via our API:
Can multiple team members access the same analysis?
Yes, Wizu Prism supports collaborative analysis:
Role-based access control
Simultaneous multi-user access
Notification system for updates
Advanced Features
What are "Suggestions" in Wizu Prism?
The Actions feature provides structured, AI-generated recommendations based on your feedback analysis:
Short, medium, and long-term action plans
Implementation details and requirements
Dependencies and potential risks
Expected outcomes and metrics
Resource estimates
Priority rankings
Responsible departments
How does the "Evidence" tab work?
The Evidence tab provides validation for insights and recommendations:
Representative customer quotes
Statistical significance indicators
Confidence metrics
Mention volume data
Sentiment consistency scores
Trend information
Competitive context
Segment impact analysis
This transparency builds trust in the AI-generated insights.
What is the confidence scoring system?
The confidence scoring system indicates the reliability of the analysis:
90-100%: Highly confident (extensive evidence, clear patterns)
75-89%: Confident (substantial evidence, consistent patterns)
60-74%: Moderately confident (good evidence, some variation)
Below 60%: Lower confidence (limited evidence, inconsistent patterns)
Confidence scores help prioritize actions and identify areas needing further investigation.
How does Wizu Prism handle multi-language feedback?
Wizu Prism supports comprehensive multi-language analysis:
Automatic language detection
Native analysis in 30+ languages
Consistent categorization across languages
Culture-aware sentiment analysis
Combined reporting across all languages
Language-specific nuance recognition
Translation options for global teams
Does Wizu Prism use different AI models for different types of analysis?
Yes, Wizu Prism employs multiple specialized AI models:
Categorization models for thematic analysis
Sentiment models for emotion detection
Priority models for action planning
Trend models for pattern recognition
Language-specific models for international analysis
Industry-specific models for contextual understanding
These models work together to provide comprehensive, accurate insights.