Solution
For CX, product and support leaders buried in feedback volume: calls, tickets and surveys turned into counted, cited themes that route to the team that owns them.
The problem
Product hears about a problem weeks after ten customers described it. The signal was in the transcripts nobody had time to read.
Different agents tag the same complaint differently, so emerging issues get mislabeled and the trend lines stop meaning anything.
The complaint that predicted a churned account is discovered in the account review — after the account is gone.
The product, not a promise
How it works
Audio calls, chat logs, emails, tickets and survey responses flow in from every channel.
Personally identifiable information is detected and redacted before analysis.
Feedback is transcribed, translated and clustered into topics and sub-topics by intent.
Sentiment and volume per theme become metrics that correlate with NPS and churn.
Each department gets its own signals — product sees bugs, support sees SLA themes, sales sees risks.
Who it's for
Insights analyst
VP of Product
Data protection officer
Voice-of-customer programs fail on volume, not intent. The feedback exists — in call recordings, support tickets, survey comments, chat logs — but manual analysis cannot keep pace, so tagging is inconsistent, emerging issues get mislabeled, and the complaint that predicted a churned account is found afterward, in the post-mortem. Product teams hear about a problem weeks after the tenth customer mentioned it.
The Customer Insights Engine reads it all. It ingests interactions from every channel, transcribes and translates audio, and classifies each piece of feedback into specific topics and sub-topics — capturing intent rather than matching keywords. Non-actionable noise is filtered out, and personally identifiable information is detected and redacted before analysis begins, so the pipeline is privacy-safe by default.
The output is numbers a business can run on. Complaint themes are counted and trended, so a spike in “login failure” mentions alerts engineering the day it starts rather than at the quarterly review. Feature requests are quantified by volume and sentiment, giving product a data-backed roadmap argument. Feedback trends correlate with operational metrics, which is how you learn exactly why an NPS score moved — and churn-risk signals surface while there is still time to intervene. Insights route directly to the department that owns them, without a reporting layer in between.
Aggregated sentiment is easy to dismiss until you can read the underlying feedback. Here, every theme, score and alert links back to the actual interactions that produced it — the transcript passage, the ticket, the survey comment. When the dashboard says billing complaints doubled, the evidence is one click away, redacted but real. That traceability moves customer insight from an interesting chart to a basis for decisions: teams act on it because they can verify it.
Objections, answered
Every theme, score and alert links back to the interactions that produced it — the transcript passage, the ticket, the survey comment. When the dashboard says billing complaints doubled, the evidence is one click away, redacted but readable. Uncertain classifications are flagged for review rather than silently filed.
No. Your topics, sub-topics and routing rules are the starting configuration; the engine classifies into your structure and proposes new themes when feedback stops fitting it. You approve taxonomy changes — they never happen silently.
PII is detected and redacted before analysis begins, so the pipeline is privacy-safe by default. The platform deploys in your cloud environment, access follows your permission model, and every view of underlying feedback is logged.
Days. Connect the channels, and historical calls, tickets and surveys classify as they ingest — no re-tagging project, no waiting for new feedback to accumulate. The first themes come from the backlog you already have.
Watch calls, tickets and surveys become counted, cited themes in a live demo — including at least one theme you did not know you had.
Request a demo