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Understand
The game has changed. Ask your feedback anything.
Sentiment scores and word clouds were the best tools we had. Large language models change that. You can now read every comment in every language, and ask it the questions you used to hire analysts to answer.
From counting words to understanding them.
A score tells you something happened. The comment tells you why. Now you can read all of them.
Why it matters now
What used to take an analyst a week now takes a question.
Every comment, read.
At contact centre volume nobody reads them all. Now something does, and it remembers.
The why behind the score.
Emotion, intent and context, including the things customers imply without saying.
Answers, not dashboards.
Ask what is driving effort up, and get the themes and the comments behind them.
Ask it
Questions you can ask your feedback today.
Answers are grounded in your own feedback data, with the comments behind them one click away.
In practice
What reading between the lines looks like.
"The product was okay, but the customer service was outstanding!"Mixed sentiment
Product: neutral. Service: very positive. Two findings from one sentence.
"I expected more from this company."Implied dissatisfaction
No negative words, clear disappointment. Categorised as dissatisfied.
Thousands of comments about delivery times and product qualityTopics found automatically
Grouped without predefined categories, so you see where to focus first.
What you get
Built for the way customers actually talk.
Emotion, beyond polarity
Frustration, joy, anger and satisfaction, and the mixed feelings in between.
Context and intent
Indirect and complex language interpreted for what the customer meant.
Topics without setup
Key themes and emerging issues found across your whole data set, with no categories to define first.
Many languages
Feedback translated and analysed across markets, so a global programme reads as one.
Voice, chat and surveys
Call and chat transcripts analysed alongside survey comments and social posts.
A hybrid engine
A proven local NLP engine for speed and cost, with large language models where the depth is needed.
Real product screens. Click any screen to open it full size.
Explore the platform
See it with your own data
Ask your own feedback a question.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly how this works for your programme.