B2CCustomer experience agent for support ops and VoC teams

Taxonomy Builder

Contact reasons from what customers say, not a preset dropdown.

Taxonomy Builder builds your contact reasons from the customer’s own words, not your team’s best guess, across every ticket, chat and AI agent conversation. Every conversation gets the right reason, mis-tags are flagged, and new issues are proposed while they are emerging. The drivers you report hold up when product and leadership dig in.

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The problem

Your taxonomy is a dropdown your reps guess at.

Fewer than 1 in 3

organizations use insights from transcripts and conversation data to improve their automated customer experiences.

Source: CallMiner, CX Landscape 26 (700 senior contact center and CX decision-makers, September 2026)
How it works

A taxonomy that matches reality

Three steps. It reads every conversation, builds categories from what customers say, and keeps your help desk tags in sync.

Ingest

Every conversation, plus the tags you have today

Help desk
In-app chats
AI agent
Current tags
Anything else
Rippit

Analyze

The real reason on every conversation

One row per conversationAgent adding fields…
ConversationTagged asAction
“My tracking hasn't moved”Order issue
“I was charged twice”Billing
“I want to send this back”Other
1,870 mis-tags corrected this week · 1 new category proposed

Act

A taxonomy that stays current

Contact-reason taxonomyNotion or Google Drive

11 categories, 52 reasons, each with a definition and example conversations.

Doc updated
Help desk fieldsYour help desk, through MCP

1,870 corrected tags, ready to write back through a custom MCP connection.

Fields updated
+ Any connected MCP

Send the weekly top-reasons report to Slack, or open a Linear issue for the team that owns a fast-growing reason.

See MCP connections →
FAQ

Questions

What sources can it use?

Help desk tickets, chats and email, in-app chats, social messages, your AI agent's conversations, your knowledge base, and your current tags and fields, plus any other source you integrate or bring in through bulk ingest. See integrations →

Do we have to start from scratch?

No. It starts from your current taxonomy, keeps the categories that hold up, and suggests merges, splits and new reasons where the conversations say so. You approve every change to the structure.

Will it change our help desk tags on its own?

Only through a write connection you approve. Rippit corrects the reason in its own table first. To change tags in your help desk, an admin connects it through a custom MCP connection and turns on the write tool, or your team reviews a weekly list of changes.

When does it propose a new category?

When a theme that doesn't fit your taxonomy crosses the volume you set, like 200 conversations in a week. You get a proposed name, a definition and example conversations to approve.

Where do the results go?

Corrected reasons live in Rippit and can go back to your help desk through a custom MCP connection, or as internal notes in Intercom. The taxonomy doc lives in Notion or Google Drive, and a weekly summary can go to Slack or email. It runs every Monday by default, and you can change the schedule any time. See MCP connections →

Get contact reasons you can actually trust.

Connect your help desk and AI agent, start from the tags you have, and get a taxonomy built from what customers say, with every mis-tagged ticket fixed.

Paste in your AI agent

Copy this line into ChatGPT, Claude, Gemini or your coding agent. It takes it from there.

Set me up with rippit.com
Try Rippit free
or request demo