10 AI-powered tools for analyzing the voice of the customer

Here are 10 AI tools that help businesses process feedback across surveys, tickets, calls, and emails. These tools save time, analyze sentiment, uncover trends, and prioritize actionable insights to improve customer experience and drive growth.

The 10 Tools:

1. BuildBetter: Speeds up feedback analysis 10x with smart filtering and real-time insights.
2. Qualtrics XM Discover: Processes feedback in 23 languages, offering sentiment and intent analysis.
3. Medallia: Uses AI to detect themes, predict behavior, and improve satisfaction.
4. Clarabridge: Focuses on sentiment, effort, and root cause analysis across channels.
5. MonkeyLearn: A no-code platform for NPS, CSAT, and ticket analysis.
6. SurveyMonkey Analyze: Simplifies survey data analysis with automated insights.
7. Zendesk AI: Automates support, reducing manual tasks by 92% and improving response times.
8. Keatext: Consolidates feedback, cutting analysis time by 98%.
9. Kapiche: Organizes feedback to highlight themes and trends.
10. Thematic: Tracks sentiment and themes in real-time, saving time and costs.

Why Use These Tools?

AI tools process feedback faster and more accurately than manual methods. They help businesses:

• Spot trends and patterns in customer sentiment.
• Prioritize key issues and opportunities.
• Improve customer satisfaction while reducing costs.

Quick Comparison

These tools are transforming how businesses handle customer feedback. Dive deeper into each to find the best fit for your needs.

AI-powered thematic analysis for qualitative research in customer feedback

1. BuildBetter

BuildBetter is an AI-powered platform designed to speed up and simplify customer feedback analysis. By leveraging advanced AI tools, it processes unstructured data from calls, tickets, and interactions - delivering insights up to 10 times faster.

Here’s what BuildBetter does when analyzing customer feedback:

These tools enable real-time, interactive analysis. Teams can use the chat interface to ask specific questions - like "What are the top feature requests from onboarding calls?" - and instantly get prioritized insights.

The platform also simplifies workflows by generating structured reports. These reports help teams focus on the right features, fine-tune sales strategies, and improve the overall customer experience.

2. Qualtrics XM Discover

Qualtrics XM Discover uses advanced AI to turn customer feedback from different channels into actionable insights. It processes input from sources like support cases, chat logs, voice transcriptions, emails, surveys, and social media posts.

The platform's NLU engine analyzes customer interactions in 23 languages, leveraging over 150 models tailored to specific industries.

By organizing raw feedback into structured data, XM Discover provides insights that drive smarter product decisions. Here's a breakdown of its key components:

These tools have delivered measurable results for businesses. For example, Shake Shack used XM Discover and saw a 30% boost in customer recommendation scores. Charles Frankievich, Senior Director of Consumer Insights and Action at Shake Shack, stated:

"The Qualtrics platform allows for quick, scalable analysis that can be easily shared across our organization to make fast decisions and support the intuition that has underpinned our success to date. We can share insights across our ops, finance, culinary and tech teams to more deeply understand what people love about our food and ensure that our guest experience both in stores and over digital channels like our app and website meets and exceeds their expectations".

The platform also includes an Intelligent Scoring feature, which structures unstructured data by creating rubrics to evaluate customer interactions consistently. This method helps businesses:

• Spot trends in customer sentiment
• Pinpoint the root causes of issues
• Assess customer effort across different interactions
• Track emotional responses in feedback

XM Discover goes beyond simple sentiment analysis by identifying customer intent and measuring resolution effort. Its AI-driven approach empowers organizations to make data-backed decisions that improve customer experiences and refine their products.

3. Medallia

Medallia's platform transforms unstructured feedback into actionable insights using advanced analytics. It gathers data from various sources, including surveys, social media, reviews, emails, conversations, voice transcripts, agent notes, and SMS.

At the core of Medallia's platform is its AI engine, Athena, which analyzes feedback in real time. Here's a breakdown of how Medallia processes customer feedback:

These features deliver measurable results. For instance, Deliveroo used Medallia's analytics to improve its customer experience. Their Head of Customer Experience noted:

"Medallia has empowered us to create a more robust measurement approach that helps us identify the customer experience improvements that matter most to our business… The ability to connect our customer experience activity to revenue has been a game changer".

Medallia has also introduced new generative AI tools like Ask Athena, Intelligent Summaries, Smart Response, and Themes. These tools allow businesses to take real-time, automated actions to create personalized customer experiences. As Joe Tyrrell, CEO of Medallia, puts it:

"These incredible new generative AI solutions mark a fundamental shift in customer experience, moving from looking at data and analytics, to taking action, in real-time, through automation, to deliver a personalized, instant experience".

The company also emphasizes ethical AI practices with initiatives like its AI Moderation Council and upcoming AI Advisory Board. Medallia's impact is clear, with businesses reporting outcomes like a 185% three-year ROI and a 30% increase in average customer spending.

Kelly Aronson, Chief Information Officer and SVP at Andersen Corporation, highlights Medallia's influence:

"Medallia and its world-class integrations have helped Andersen position itself as an experience company rather than a product company. We're competing with every other business in the world, and we want to provide the best service, and Medallia is enabling us to do that".

Medallia's AI continuously adapts to new feedback and data, ensuring it evolves alongside customer expectations.

4. Clarabridge

Clarabridge takes AI-driven feedback analysis a step further, offering tools that focus on in-depth analytics and smooth integration with other systems. It uses AI to turn customer interactions into actionable insights, leveraging over 150 natural language understanding (NLU) models tailored to different industries. This allows businesses to analyze customer feedback from various channels with precision.

Here’s a breakdown of Clarabridge's key analytical features:

One standout feature is the Smart Response system. It processes feedback from sources like web forms and emails, integrating seamlessly with CRM and point-of-sale systems to automate responses. According to Justin Langseth, Clarabridge's president and CTO:

"This new capability will allow Clarabridge customers to fully automate most of the manual work currently done by customer support staff, freeing that staff to resolve the most challenging cases and focus on identifying recurring problem issues".

Clarabridge also excels in integration, offering:

• Real-time feedback processing with tools like Dynamics 365 Customer Voice.
• Consolidation of feedback from multiple communication channels.
• Automated updates that sync insights directly with Dynamics 365.

With multilingual natural language processing, Clarabridge supports global operations, and its conversational analytics provide a deeper understanding of customer interactions. Its AI-powered text and speech analytics can detect emotional nuances, effort levels, and hidden intent across various feedback sources. This allows businesses to streamline routine support tasks, giving teams more time to address complex challenges.

5. MonkeyLearn

MonkeyLearn is a no-code AI platform designed to simplify voice of customer analysis. It processes feedback from surveys, reviews, and support tickets, turning raw data into structured insights with machine learning.

The platform offers three main tools:

• Voice of Customer: Analyzes topics and sentiment to improve customer experiences.
• Support Analysis: Organizes and prioritizes tickets for smoother service operations.
• Survey Processing: Uses custom models to classify text and identify patterns.

These tools help businesses dig deeper into feedback using specific metrics:

1. Net Promoter Score (NPS) Analysis
   Tracks customer sentiment by topic and identifies experience trends, helping businesses address churn risks.
2. Customer Satisfaction Score (CSAT) Analysis
   Examines CSAT data to find pain points behind negative experiences, offering insights for improvement.
3. Support Ticket Analysis
   Automatically organizes and prioritizes tickets, highlights recurring problems, and lowers operational costs.

MonkeyLearn also excels at extracting text-based data like keywords and product mentions. This makes it easier to track feature requests and prioritize development based on customer needs.

6. SurveyMonkey Analyze

SurveyMonkey Analyze leverages AI to turn raw feedback into useful insights. Handling over 2 million survey responses and generating 2.4 million AI predictions daily, the platform draws on 25 years of experience.

The platform's AI-driven features focus on three main areas:

• Real-Time Insight Generation
  Automatically generates charts and summaries from survey data. It processes various response types, like NPS scores, star ratings, and demographic details, using the Azure OpenAI service to spot trends while safeguarding data privacy.
• Advanced Sentiment Analysis
  The AI engine categorizes responses into positive, neutral, or negative groups. This helps teams pinpoint customer satisfaction trends, product feedback patterns, and areas for service improvement quickly.
• Custom Visualization and Integration
  With integrations for over 200 business tools, teams can create tailored dashboards and share insights easily:

"Turn feedback into actionable insights with survey analysis. Get deeper insights about your customers, employees, and markets to drive growth in your organization - even if you're not an analyst." – SurveyMonkey

Additional features include word clouds, multi-survey analysis, and customizable dashboards. Trusted by over 260,000 organizations worldwide, SurveyMonkey Analyze uses AI to help teams quickly identify gaps and improve ROI by transforming massive amounts of feedback into clear, actionable steps.

These tools lead into the next step in feedback analysis - how Zendesk AI takes it even further.

7. Zendesk AI

Zendesk AI takes customer feedback analysis to the next level by leveraging extensive customer service data to deliver actionable insights. Its features help businesses achieve impressive outcomes, such as a 2.4x boost in self-service rates and resolving 80% of customer issues autonomously.

Key Strengths of Zendesk AI

Smart Analysis and Routing
Zendesk AI excels at identifying customer intent across various communication channels, offering detailed insights. This has led to major operational improvements, including a 92% drop in manual triage tasks and a 74% reduction in first reply time.

Performance Improvements
After routing inquiries efficiently, the platform further enhances performance by analyzing interactions across touchpoints. Here’s how it impacts key metrics:

Real-world Success Stories
These operational upgrades deliver real business results. For example, Unity, the company behind Pokémon Go, used Zendesk AI to eliminate over 8,000 support tickets by integrating an AI agent with their knowledge base. This saved them $1.3 million.

"AI is now bridging the gap between high quality service, at a lower cost, while delivering much more personalized experiences."

• Tom Eggemeier, CEO, Zendesk

Why Zendesk AI Stands Out

Zendesk AI’s effectiveness comes from its ability to:

• Extract insights directly from customer conversations.
• Spot trends and patterns in feedback data.
• Offer agents AI-powered response suggestions.
• Create ready-to-use dashboards for performance tracking.

Engaging support teams early is often key to success when implementing Zendesk AI. Sports tech company Catapult saw a 50% reduction in agent first reply time by integrating generative AI tools strategically.

"With Zendesk, we've seen a major increase in agent productivity, with nearly double productivity gains in key markets like France while achieving increased customer satisfaction."

• Steve Franklin, Head of Global Operations, Siemens Financial Services

Advanced Features Through OpenAI Integration

Zendesk AI integrates seamlessly with pre-trained models and customer data across industries. Its partnership with OpenAI powers advanced features like summarization and generative replies, ensuring top-notch quality in customer interactions. This integration not only streamlines customer support but also helps businesses make smarter product decisions.

8. Keatext

Keatext simplifies feedback analysis, turning diverse customer and employee input into clear, actionable insights. It stands out for its ability to streamline the process and deliver results that drive business decisions.

Unified Feedback Analysis

Keatext brings together feedback from various sources, including:

• Customer surveys
• Product reviews
• Contact center interactions
• Support tickets
• Employee feedback

By consolidating data across these channels, Keatext reduces analysis time by an impressive 98% and boosts customer satisfaction (CSAT) scores by 5 points.

Real-World Impact

Keatext's impact is evident in its success stories:

"Even reading through a few hundred ratings and reviews to see what jumps out and what some of the themes are takes a lot of time that we don't have. Instead of 8 hours, it takes me 10 minutes using Keatext." - Alisha Manion, Account Manager at Sampler

Advanced AI Capabilities

Keatext's AI engine offers powerful tools to make feedback analysis smarter and faster:

• Predictive Analytics: Pinpoints areas needing attention to help businesses act proactively.
• Sentiment Tracking: Tracks changes in customer sentiment over time and links them to business decisions.
• Automated Categorization: Organizes feedback into business-relevant categories, speeding up decision-making.

"The biggest improvement Keatext brought to us is accelerating our cultural shift. BRP wants the customer to be at the center of everything it does. Having an easy way to understand and share what the customer wants helps us accomplish this." - Myshka Sansoin, Global Customer Advocate at BRP

Business Intelligence Dashboard

Keatext's dashboard offers real-time tracking of satisfaction trends, emerging issues, and the outcomes of customer initiatives. For instance, Breckenridge Grand Vacations used the platform to identify challenges in their cancellation process. By acting on these insights, they adjusted their policies and observed immediate improvements in client satisfaction.

9. Kapiche

Kapiche stands out as a tool designed to simplify feedback analysis using AI. It processes large amounts of customer feedback to identify key themes and sentiments, helping businesses make informed decisions to enhance customer experience, products, and services.

Some of its standout features include:

• Project Organization: Easily label and manage different feedback projects for better organization.
• Dashboard Filtering: Quickly filter through feedback to highlight the most critical insights.

These tools make analyzing feedback more efficient and help businesses focus on data-driven improvements.

10. Thematic

Thematic uses advanced AI to turn unstructured customer feedback into clear, actionable insights. By applying natural language processing, it identifies key themes and tracks sentiment in real-time. For example, Vodafone saw a 20-point boost in NPS after using Thematic to align their teams based on customer input.

"Thematic lets us quickly turn unstructured feedback from across channels into clear insights that directly inform our product roadmap and corporate strategy".

Here’s what makes Thematic stand out:

• Theme Impact Analysis: Pinpoints which themes have the biggest influence - positive or negative - on overall scores.
• Interactive Dashboards: Provides customizable visualizations with filters for product, channel, region, and date.
• Export Assistant: Simplifies data sharing with custom reporting templates for easy extraction and visualization.

Thematic helps teams quickly turn raw feedback into strategies that drive results.

"With Thematic, tasks that once took weeks now finish in ten minutes".

The platform delivers measurable results, including:

• 95% reduction in the time spent analyzing feedback.
• Over $200,000 saved in labor costs thanks to automated feedback coding.
• A 69% drop in customer service calls after applying insights.

Thematic is ideal for product teams looking to better understand customer feedback. Its theme editor gives users control over the analysis while leveraging AI for efficiency and accuracy.

"Thematic enabled the product team and leadership to quickly dig into the biggest problems, at a city and a national level, within minutes. It saved us a lot of researcher time and company money, giving us time to delve into issues and identify solutions".

This ability to deliver fast, actionable insights is transforming how businesses approach customer feedback analysis.

Next Steps in Customer Feedback Analysis

AI is reshaping how businesses analyze customer feedback. Companies using AI in their customer experience strategies often see a 20% boost in customer satisfaction while cutting operational costs by 10%. These benefits are setting the stage for even more progress in feedback analysis.

Real-time Analysis and Automation

AI processes feedback much faster than traditional manual methods. In fact, 86% of marketers report saving at least an hour daily by using natural language processing tools to streamline feedback handling.

Angela Nowaszczuk, Product Owner at Lufthansa Group Digital Hangar, highlights the impact of AI:

"AI has made our product research process faster, more accurate, and more aligned with what our customers truly want. We build our internal analysis tool powered by AI, which allows us to automatically collect, analyze, and address all concerns and requests to enhance the experience with our products. This means we are able to close the feedback loop efficiently, almost in real-time."

Emerging Trends in AI-Powered Analysis

The field of customer feedback analysis is evolving quickly, with several trends shaping its future:

These trends provide actionable insights that businesses can use to refine their strategies.

Practical Implementation Strategies

To make the most of AI-powered feedback tools, product teams should focus on integrating these technologies into their workflows. For instance, Kenko Tea used AI to analyze customer reviews and discovered growing interest in recipe ideas. This insight led to a new recipe section on their website, which strengthened customer loyalty and increased repeat business.

By 2024, AI-driven tools are expected to manage over 75% of customer interactions across various industries. While automation will play a significant role, human oversight remains crucial for addressing complex issues.

To succeed with AI in feedback analysis, consider these steps:

• Ensure high-quality data and consistent feedback collection
• Update AI models regularly to match changing customer behaviors
• Integrate AI tools with your existing customer support systems
• Combine automation with human input for nuanced problem-solving

As Robin Bordoli, Partner at Authentic Ventures, puts it:

"AI will bring humans and machines closer together...It's not about machines replacing humans, but machines augmenting humans".

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