text-analytics
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How Four AI Tools Turn Customer Griping Into Roadmaps
Pendo, Idiomatic, Keatext and Zonka Feedback all promise the same thing - that the pile of reviews, tickets and survey replies your customers leave behind can become a to-do list. Here is how the category actually works, and where each tool fits.
Customer Feedback Software Has a Split Personality
Two Australian startups, Userback and Kapiche, sit at opposite ends of the same problem: one makes feedback easy to capture, the other makes it possible to understand. The gap between them is where most companies get stuck.
Voxco
A New Era for Human Understanding.
Thematic
One trusted view of your customer, built from the bottom up across every channel - from raw feedback to confident action.
SentiSum
AI-native CX intelligence that tells you what's breaking, what it's costing, and what to fix.
Viable
The AI that read your customer feedback so you didn't have to - one of the first companies to turn GPT-3 into a working analyst.
The Race to Turn Customer Complaints Into a Product Roadmap
Eight companies, from scrappy startups to a $6.4 billion giant, are betting they can read every angry review, support ticket and feature request faster than your product team ever could. Here is how the feedback-intelligence market actually shakes out.
The Voice-of-Customer Tools Fighting to Own Your Roadmap
Frill, unitQ, Keatext, Contentsquare, Productboard and Aha! all promise to turn what customers say into what you build next. They just disagree, loudly, on where listening ends and deciding begins.
Medallia
Medallia unifies every customer signal and applies industry-leading AI to deliver the intelligence and outcomes today's leaders need to transform their business.
Keatext
The Montreal company teaching machines to read the feedback businesses collect but rarely finish reading.
Kapiche
The AI feedback analytics platform that reads every customer conversation - not just the 5% who fill out your survey - and tells you what it costs you.
InMoment
How a restaurant-survey startup from Utah became the connective tissue between what customers say and what companies actually do about it.
Idiomatic
Idiomatic built a machine that reads every complaint so support teams don't have to - one custom-tuned category at a time.
Prosa.ai
Prosa.ai is an Indonesian deep-tech company that builds natural language processing and speech technology for Bahasa Indonesia. Founded in 2018 by ITB academics and an industry veteran, it develops NLP APIs, speech-to-text and text-to-speech engines, voice biometrics, chatbots and analytics that let banks, insurers, government agencies and enterprises understand and act on Indonesian-language text and voice data - a market largely underserved by global AI providers.
SurveySensum
SurveySensum is an AI-enabled customer experience and feedback platform that lets mid-to-large enterprises build, distribute, and analyze NPS, CSAT, CES, employee, and market-research surveys in real time. Founded in 2019 by Rajiv Lamba as a product of NeuroSensum, it positions itself as an affordable, execution-focused alternative to enterprise stacks like Qualtrics and Medallia, pairing omnichannel survey distribution with AI-driven text and sentiment analytics and closed-loop action management.
dMetrics
dMetrics is an AI company that builds Minsky, a natural-language-processing platform letting non-technical subject-matter experts create their own AI models to read, track, and analyze huge volumes of messy text - without writing code. Founded by two MIT machine-learning PhDs, the company started by decoding healthcare conversations across social media and now serves financial, pharmaceutical, and public-sector customers, including a five-year, $99.5M U.S. Department of Defense production contract for open-source threat analysis.
Quid
Quid is an AI-powered consumer and market intelligence platform that reads billions of structured and unstructured data points - news, social posts, reviews, patents, forums - and turns them into business outcomes. Born from the 2020 merger of NetBase (social listening) and Quid Inc. (AI text analytics and network visualization), the company now sells a workflow platform (Q Platform) and a library of AI agents (Q Agents) so brands can see what's coming and decide what to do about it before competitors do.