Launch: Insight AI for Customer Feedback Analysis

Rob Moore

Rob Moore

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Updates from Churnkey's team of experts have been known to change lives.

Today, we are excited to announce the launch of Insight AI, our brand new customer feedback analysis tool. Insight AI, now available on every Churnkey premium account, aims to help you better understand your customers and make data-driven product decisions. Our state-of-the-art neural net looks through every piece of customer feedback and automatically sorts it into categories like feature suggestions, refund requests, and testimonial-worthy feedback.

Why we built Insight AI

Our goal at Churnkey is to build personalized cancellation flows at scale. We understand that every customer is unique, and every user's experience with a product is a little bit different. While offboarding surveys are great for bucketing cancellation reasons at a high level, they only scratch the surface into each customer's experience. Through our years working with customer offboarding, we've found that the details customers write in free text feedback, as opposed to just survey responses, is incredibly valuable in shaping products in a customer-driven way. But, it comes with a challenge. Unlike survey responses, freeform feedback doesn't naturally organize itself into nice pie charts. Freeform feedback from customers is unstructured and requires intensive manual work to synthesize it and pull out insights. We built Insight AI to solve this.

What Insight AI does

Insight AI is not your token AI tool. It's built on top of the current state-of-the-art models in natural language processing and is trained on years of customer data, so it knows what kind of feedback is important to your business. This is a huge time-saver for customer success teams, who can now spend less time sifting through customer feedback and more time using it to inform their product decisions.

Everyone on a Churnkey premium subscription can head to their dashboards to see Insight AI live. You'll see several key categories, such as "feature suggestions". The visualization under each category displays customer feedback that Insight AI scored as a likely match for that group. Hovering over a mark will show the relevant customer feedback, along with their survey response and other data about the customer such as their subscription plan and how long they have been subscribed.

On the left side of the visualization, you'll see an option to lower the requirement threshold for the Insight AI classification engine to mark feedback as belonging to that category. This will unveil potential matches with a lower confidence score.

And just like the other sections of our dashboard, you'll also be able to filter matches based on customer segment, billing interval, subscription age, subscription plan, and cancellation reason.

If you're interested in trying out Insight AI, sign up for a free trial of Churnkey. We'd love to hear your feedback!

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