Homepage2024-10-09T10:42:01+01:00

Collect, analyze and act on customer feedback with AI

Collect deeper insights, automate analysis, and make better decisions faster. All the AI-tools you need, in one intelligent platform.

Trusted by customer-centric enterprises

Easily connect to all your data sources

Native integrations

Easily connect to 80+ integrations in a few clicks to centralize customer feedback—no developers needed.

Custom integrations

Connect to your sheets, apps, or any internal source with our SDK. We’ll connect to your feedback wherever it lives.

Smooth and quick

Our team will provide an onboarding plan and a tech lead to ensure quick and smooth implementation.

customer feedback ai analysis integrations to all feedback data sources

Frequently asked questions

Got questions about our integrations? Here are some answers to help you out.

What integrations do you support?2024-09-27T10:08:59+01:00

We support more than 350 native integrations out of the box. Below you find an updated list of all the public and private data sources we support today. And if you have integrations that we don’t support, you can rest assured that we can create those integrations quickly for you.

Public integrations we support:

Google Reviews
Trustpilot
Apple App Store Reviews
Google Play Store Reviews
Facebook Reviews
Amazon Product Reviews
Reddit
Twitter
G2
Yelp
Capterra
Glassdoor
TripAdvisor

Private integrations we support:

Aha!
ActiveCampaign
Aircall
Alteryx
Amplitude
Adobe Analytics
Adobe Connect
BlueJeans
CallRail
Chorus.ai
ClickUp
Clubhouse (now Shortcut)
Delighted
Fireflies.ai
Freshdesk
Gainsight
Gong
Google Analytics
Google Forms
Google Meet
Google Workspace (Gmail, Drive, Calendar)
HubSpot
Hotjar
Intercom
Jira
Kissmetrics
Looker
Marketo
Microsoft Dynamics 365
Microsoft Forms
Microsoft Teams
Mixpanel
Notion
Oracle CX
Otter.ai
Pipedrive
Power BI (Microsoft)
Productboard
Qualtrics
SAP
Salesforce
Segment
ServiceNow
Slack
Skype
SurveyMonkey
Tableau
Talkdesk
Trello
Typeform
Zoom
Zoho Meeting

Are we missing an integration you need? Don’t worry. Schedule a demo and let’s talk about which integrations you need and how fast we can support them.

Do you offer custom integrations?2024-09-27T09:35:41+01:00

Yes! We know that you might have valuable feedback in your app, sheets, or internal databases. That’s why we built an SDK that allows us to connect to any internal data source you might have. Our team would set this up for you.

Do you have an API that connects to our platform?2024-09-23T13:45:20+01:00

Yes, we have an API that allows us to receive and send data to any platform. We know that you might have a centralized dashboard or report that you use at your company, so we’ve made it easy for you to send any data from Magic Feedback to you. We support all common platforms such as PowerBI, Tableau, and more.

How do you set up an integration?2024-09-23T13:44:40+01:00

Our native integrations can be set up in a few clicks. All we need is someone from your company to grant our application access. When we set up the integration, you can decide what feedback you want to ingest from the data source and how frequently you want to analyze it. We support both ingesting everything from your data source or filtering out feedback that’s not relevant to analyze, such as automated messages or internal conversations.

If you want to analyze customer feedback from a public data source, we can set up the integration in a few clicks as well. All we need to do is decide on which public data sources you want to analyze with AI and how frequently you want the data to be ingested.

Our team is always hands-on, helping you set up the integrations. We have set up hundreds of integrations and have experience with best practices across data sources. We will guide you through the process and work with your internal team to make sure integrations are set up easily in no time.

Collect better insights with Magic AI surveys

Build surveys in seconds

Describe your survey objective in free text and our AI Wizard will create the perfect questions to match it.

Adapt questions to responses

Let our AI ask unique, personalized, follow-up questions and unlock deeper, more actionable insights at scale.

Analyze data instantly with AI

See actionable themes, understand sentiment and uncover the biggest pain points in an instant.

Magic ai surveys. Follow up ai questions

Frequently asked questions

Got questions about our Magic AI Surveys? Here are some answers to help you out.

What is the difference between AI surveys and regular surveys?2024-09-27T13:48:09+01:00

Magic AI Surveys look and feel just like regular surveys. However, they understand what you’re asking in your questions, what users are answering, and the overall context of the survey. This means our Magic AI Surveys can ask relevant follow-up questions in real time, unlocking more actionable answers.

How do the AI follow-up questions work?2024-09-27T13:48:31+01:00

You decide which questions our AI should be allowed to ask follow-up questions on. This means you have total control over which questions you want to dig deeper into, if relevant. The AI will only ask a follow-up question if the user provides a somewhat short or generic answer that lacks depth or context to make it actionable.

For example, if you ask users in a free-text question what you can improve about your service, and a user provides a short, generic answer like “better support,” the next question will automatically be an AI follow-up such as, “Can you elaborate on what we can do better in support?” This encourages the user to give a more detailed and actionable response.

By default, Magic AI Surveys will only ask one follow-up question per initial question. You can also configure the tone of voice to match your preferences, such as being more empathetic or informal. Additionally, you can provide the AI with the context behind your survey and your objectives, allowing it to focus more on certain topics.

How does the AI handle languages?2024-09-27T13:55:19+01:00

Magic AI Surveys support more than 100 languages. You can select a default language and enable auto-detection of languages as well. If auto-detection is enabled, all questions will be automatically translated to the user’s preferred language, as set in their browser, or based on the language they respond in. All answers will be translated into your preferred language in our platform.

How does the AI analysis work?2024-09-27T13:55:25+01:00

All responses are automatically analyzed, meaning you don’t have to manually go through free-text answers to categorize themes, trends, key insights, quotes, and more. Everything is presented to you in a detailed report, which also includes the quantitative data from closed questions. Our AI analysis achieves human-level accuracy, functioning like a senior researcher would. You have full transparency into the original answers, with the ability to quickly view the raw data behind the AI-generated insights.

Analyze customer feedback with AI

customer feedback ai analysis. Analyze feedback with ai

Analyze feedback at scale

Save hundreds of hours analyzing online reviews, support tickets, sales notes, or any data entering the platform.

Understand sentiment

Quickly uncover customer emotions, spot trends, and make confident data-driven decisions.

ai sentiment analysis of customer feedback
analyze customer feedback with ai. Categorize feedback with ai and see trends and themes

See themes and trends

Discover themes and trends with actionable insights that help you understand the voice of your customers at scale.

Drill-down and segment

Deep dive into any topic to explore user stories and timelines, and segment by product, revenue, or other relevant metrics.

customer feedback ai analytics and drill downs and segment

Frequently asked questions

Got questions about our AI Feedback Analysis? Here are some answers to help you out.

How does the AI analysis work?2024-09-27T11:14:33+01:00

Our AI feedback analysis works exactly the same way an experienced data analyst would approach analyzing customer feedback. First, it breaks down everything in the feedback into problems and praise, as one piece of feedback might mention multiple problems. Afterwards, it categorizes the feedback into themes based on meaning and not keywords, as many people can complain about the same thing using different keywords. Once the feedback is categorized, you can see all the biggest pain points and praise you’re receiving. Each category comes with an executive summary, quotes, recommendations, a timeline, and the ability to filter and drill down into a problem area to learn more.

How good is the quality of the AI analysis?2024-09-27T11:14:48+01:00

You can expect human-level accuracy from our AI analysis. We built and trained our own AI models, and our AI engineers will work closely with you if we need to apply any fine-tuning. We have full control and flexibility to tailor the AI to your specific needs. Rest assured that the quality will be great.

Can the AI analysis handle complex products and services?2024-09-27T11:15:11+01:00

Yes. Today, we have customers with extremely complicated and diverse products. From technical API’s to business with a large number of diverse services.

The reason why we can handle the complexity is because we are an AI company with our own AI models and AI engineers that can fine-tune and adjust our AI to your company context and products. During our onboarding process our AI engineers would evaluate the results together with you to make sure that you are happy with the results.

However, you should not expect any problems with complexity. It’s rare that fine-tuning is required, but if it’s needed, then rest assured that we will fine-tune and solve it quickly.

Can I use my own categories?2024-09-27T11:15:28+01:00

Yes, you probably already have a list of categories or taxonomy you use to categorize your customer feedback. With our AI analysis, you can use your own categories and, furthermore, allow the AI to create new categories if some feedback falls outside the categories you have. You can also give our AI autonomy to create all the categories based on the feedback. But don’t worry—no matter if you prefer to use your own, our AI’s, or a combination of both, we will make sure our AI analysis is aligned with the way you prefer to categorize your feedback.

Can I read the original feedback data in the platform?2024-09-27T12:29:10+01:00

Yes, you can always see the original data that supports what the AI presents to you. The only exception is if you have chosen to delete original data from our platform, then you will have a link to where the original data lives in your internal system.

Today, the original data is always text. However, we are going to add the possibility to have videos, audio and more in case you want the original data displayed in other formats than text.

Can I drill down into the results of the AI analysis?2024-09-27T12:29:15+01:00

Yes, it’s nice to see all your biggest problems on a high level, but it’s even nicer to be able to drill down into the underlying issues behind a big problem. Our AI analysis allows you to dive deeper into any topic and see the feedback that supports the problem. You can see how many times the feedback was mentioned, by whom and when, get a list of customer quotes to support internal business decisions, and filter by dates, customer segments, products, services, and much more. Lastly, you are always one click away from reading the original data yourself. We know that context matters, and that’s why we built full transparency into how the AI came to the conclusions it did.

Can I filter by product, services, and more?2024-09-27T12:29:21+01:00

Yes, we allow you to create your own categories, products, services, and much more. This allows you to easily filter the AI analysis based on how you work internally. This is done in collaboration with you during our onboarding process.

How do you work with feedback in different languages?2024-09-27T12:29:26+01:00

We support more than 100 languages and have no issues analyzing feedback in different languages and unifying the insights into one common language of your choice. Today, we are conducting analyses across the world in many languages, from Finnish to Arabic. You should not expect any issues when working with feedback across languages.

Can I enrich the analysis with my CRM data?2024-09-27T12:29:32+01:00

Yes, we allow you to integrate with your CRM and enrich all your feedback with CRM data such as company, revenue, geography and much more. We can tie CRM data to customer feedback with a unique identifier such as an email address or similar information. That means that when we analyze a support ticket, we identify the user in the ticket in your CRM data and enrich the ticket with relevant information such as customer, revenue, geography and more. Once we enrich the analysis with CRM data you can filter and segment the feedback by the CRM data. For example, you can filter the biggest problems from support by company size or/and geography.

How does the reporting work?2024-09-27T12:29:39+01:00

You can create reporting in two different ways inside Magic Feedback.

First, you can create reports the traditional way, where you put together a report with visualizations, tables, and any data that might be interesting for you to include.

Second, you can enable AI reporting that proactively creates reports based on what happens in your feedback. You only need to specify what you are interested in keeping an eye on and how you want the report to be put together. The AI will then put together a report and send it to the right people the moment it identifies something of interest.

You can schedule reports to be sent out on a recurring basis, ad hoc, or with any frequency or timing that makes sense for you. Some reports might be monthly, while more urgent reports can be sent immediately if something critical happens, such as login bugs or services not working.

Act on customer insights with AI

Setup AI email campaigns

React to insights automatically with AI email campaigns and AI surveys, or set up email campaigns manually.

Create AI alerts & reports

Set up AI to monitor insights, automatically generating and sending reports to relevant teams proactively.

Export data anywhere

Send data from Magic Feedback to Jira, PowerBI, or any other tool using our API and integrations—no hassle.

Magic ai email campaigns

Compliance teams love us

compliant ai customer feedback analysis GDPR

Our Own local AI models

We host our ML models on our own European servers. Your data never leaves our servers, and we don’t train our models on your data. Simple as that.

SOC2 customer feedback ai analysis compliance

Enterprise level security

SOC 2 commitment with Type II certification with regular penetration testing and vulnerability scans. Data is encrypted at rest and in transit.

What our customers tell us

100%

Magic Feedback automates 100% of manual feedback processes.

40%

Magic Feedback gets 40% more actionable customer insights at scale

75%

Magic Feedback reduces time spent looking for information by 75%

Discover how Woods Unlocked Customer Insights at Scale with Magic Feedback

 “This is really taking some workload off my shoulders. It’s enabled me to make decisions that I wouldn’t have been able to make before, simply because I didn’t have the time to do the analysis.”

– Mark Petersen, Head of Digital Products

Collect, analyze & act on customer feedback with AI

Collect deeper insights, automate analysis, and make better decisions faster. All the AI-tools you need, in one intelligent platform.

Trusted by customer-centric enterprises

Easily connect to all your data sources

customer feedback ai analysis integrations to all feedback data sources

Native integrations

Easily connect to 80+ integrations in a few clicks to centralize customer feedback—no developers needed.

Custom integrations

Connect to your sheets, apps, or any internal source with our SDK. We’ll connect to your feedback wherever it lives.

Smooth and quick

Our team will provide an onboarding plan and a tech lead to ensure quick and smooth implementation.

Frequently asked questions

Got questions about our integrations? Here are some answers to help you out.

What integrations do you support?2024-09-27T10:08:59+01:00

We support more than 350 native integrations out of the box. Below you find an updated list of all the public and private data sources we support today. And if you have integrations that we don’t support, you can rest assured that we can create those integrations quickly for you.

Public integrations we support:

Google Reviews
Trustpilot
Apple App Store Reviews
Google Play Store Reviews
Facebook Reviews
Amazon Product Reviews
Reddit
Twitter
G2
Yelp
Capterra
Glassdoor
TripAdvisor

Private integrations we support:

Aha!
ActiveCampaign
Aircall
Alteryx
Amplitude
Adobe Analytics
Adobe Connect
BlueJeans
CallRail
Chorus.ai
ClickUp
Clubhouse (now Shortcut)
Delighted
Fireflies.ai
Freshdesk
Gainsight
Gong
Google Analytics
Google Forms
Google Meet
Google Workspace (Gmail, Drive, Calendar)
HubSpot
Hotjar
Intercom
Jira
Kissmetrics
Looker
Marketo
Microsoft Dynamics 365
Microsoft Forms
Microsoft Teams
Mixpanel
Notion
Oracle CX
Otter.ai
Pipedrive
Power BI (Microsoft)
Productboard
Qualtrics
SAP
Salesforce
Segment
ServiceNow
Slack
Skype
SurveyMonkey
Tableau
Talkdesk
Trello
Typeform
Zoom
Zoho Meeting

Are we missing an integration you need? Don’t worry. Schedule a demo and let’s talk about which integrations you need and how fast we can support them.

Do you offer custom integrations?2024-09-27T09:35:41+01:00

Yes! We know that you might have valuable feedback in your app, sheets, or internal databases. That’s why we built an SDK that allows us to connect to any internal data source you might have. Our team would set this up for you.

Do you have an API that connects to our platform?2024-09-23T13:45:20+01:00

Yes, we have an API that allows us to receive and send data to any platform. We know that you might have a centralized dashboard or report that you use at your company, so we’ve made it easy for you to send any data from Magic Feedback to you. We support all common platforms such as PowerBI, Tableau, and more.

How do you set up an integration?2024-09-23T13:44:40+01:00

Our native integrations can be set up in a few clicks. All we need is someone from your company to grant our application access. When we set up the integration, you can decide what feedback you want to ingest from the data source and how frequently you want to analyze it. We support both ingesting everything from your data source or filtering out feedback that’s not relevant to analyze, such as automated messages or internal conversations.

If you want to analyze customer feedback from a public data source, we can set up the integration in a few clicks as well. All we need to do is decide on which public data sources you want to analyze with AI and how frequently you want the data to be ingested.

Our team is always hands-on, helping you set up the integrations. We have set up hundreds of integrations and have experience with best practices across data sources. We will guide you through the process and work with your internal team to make sure integrations are set up easily in no time.

Collect better insights with Magic AI surveys

Magic ai surveys. Follow up ai questions

Build surveys in seconds

Describe your survey objective in free text and our AI Wizard will create the perfect questions to match it.

Adapt questions to responses

Let our AI ask unique, personalized, follow-up questions and unlock deeper, more actionable insights at scale.

Analyze data instantly with AI

See actionable themes, understand sentiment and uncover the biggest pain points in an instant.

Frequently asked questions

Got questions about our Magic AI Surveys? Here are some answers to help you out.

What is the difference between AI surveys and regular surveys?2024-09-27T13:48:09+01:00

Magic AI Surveys look and feel just like regular surveys. However, they understand what you’re asking in your questions, what users are answering, and the overall context of the survey. This means our Magic AI Surveys can ask relevant follow-up questions in real time, unlocking more actionable answers.

How do the AI follow-up questions work?2024-09-27T13:48:31+01:00

You decide which questions our AI should be allowed to ask follow-up questions on. This means you have total control over which questions you want to dig deeper into, if relevant. The AI will only ask a follow-up question if the user provides a somewhat short or generic answer that lacks depth or context to make it actionable.

For example, if you ask users in a free-text question what you can improve about your service, and a user provides a short, generic answer like “better support,” the next question will automatically be an AI follow-up such as, “Can you elaborate on what we can do better in support?” This encourages the user to give a more detailed and actionable response.

By default, Magic AI Surveys will only ask one follow-up question per initial question. You can also configure the tone of voice to match your preferences, such as being more empathetic or informal. Additionally, you can provide the AI with the context behind your survey and your objectives, allowing it to focus more on certain topics.

How does the AI handle languages?2024-09-27T13:55:19+01:00

Magic AI Surveys support more than 100 languages. You can select a default language and enable auto-detection of languages as well. If auto-detection is enabled, all questions will be automatically translated to the user’s preferred language, as set in their browser, or based on the language they respond in. All answers will be translated into your preferred language in our platform.

How does the AI analysis work?2024-09-27T13:55:25+01:00

All responses are automatically analyzed, meaning you don’t have to manually go through free-text answers to categorize themes, trends, key insights, quotes, and more. Everything is presented to you in a detailed report, which also includes the quantitative data from closed questions. Our AI analysis achieves human-level accuracy, functioning like a senior researcher would. You have full transparency into the original answers, with the ability to quickly view the raw data behind the AI-generated insights.

Analyze customer feedback with AI

Save hundreds of hours analyzing online reviews, support tickets, sales notes, or any data entering the platform.

customer feedback ai analysis. Analyze feedback with ai

Understand sentiment

Quickly uncover customer emotions, spot trends, and make confident data-driven decisions.

ai sentiment analysis of customer feedback

Uncover themes and trends

Discover themes and trends with actionable insights that help you understand the voice of your customers at scale.

analyze customer feedback with ai. Categorize feedback with ai and see trends and themes

Drill-down and segment

Deep dive into any topic to explore user stories and timelines, and segment by product, revenue, or other relevant metrics.

customer feedback ai analytics and drill downs and segment

Frequently asked questions

Got questions about our AI Feedback Analysis? Here are some answers to help you out.

How does the AI analysis work?2024-09-27T11:14:33+01:00

Our AI feedback analysis works exactly the same way an experienced data analyst would approach analyzing customer feedback. First, it breaks down everything in the feedback into problems and praise, as one piece of feedback might mention multiple problems. Afterwards, it categorizes the feedback into themes based on meaning and not keywords, as many people can complain about the same thing using different keywords. Once the feedback is categorized, you can see all the biggest pain points and praise you’re receiving. Each category comes with an executive summary, quotes, recommendations, a timeline, and the ability to filter and drill down into a problem area to learn more.

How good is the quality of the AI analysis?2024-09-27T11:14:48+01:00

You can expect human-level accuracy from our AI analysis. We built and trained our own AI models, and our AI engineers will work closely with you if we need to apply any fine-tuning. We have full control and flexibility to tailor the AI to your specific needs. Rest assured that the quality will be great.

Can the AI analysis handle complex products and services?2024-09-27T11:15:11+01:00

Yes. Today, we have customers with extremely complicated and diverse products. From technical API’s to business with a large number of diverse services.

The reason why we can handle the complexity is because we are an AI company with our own AI models and AI engineers that can fine-tune and adjust our AI to your company context and products. During our onboarding process our AI engineers would evaluate the results together with you to make sure that you are happy with the results.

However, you should not expect any problems with complexity. It’s rare that fine-tuning is required, but if it’s needed, then rest assured that we will fine-tune and solve it quickly.

Can I use my own categories?2024-09-27T11:15:28+01:00

Yes, you probably already have a list of categories or taxonomy you use to categorize your customer feedback. With our AI analysis, you can use your own categories and, furthermore, allow the AI to create new categories if some feedback falls outside the categories you have. You can also give our AI autonomy to create all the categories based on the feedback. But don’t worry—no matter if you prefer to use your own, our AI’s, or a combination of both, we will make sure our AI analysis is aligned with the way you prefer to categorize your feedback.

Can I read the original feedback data in the platform?2024-09-27T12:29:10+01:00

Yes, you can always see the original data that supports what the AI presents to you. The only exception is if you have chosen to delete original data from our platform, then you will have a link to where the original data lives in your internal system.

Today, the original data is always text. However, we are going to add the possibility to have videos, audio and more in case you want the original data displayed in other formats than text.

Can I drill down into the results of the AI analysis?2024-09-27T12:29:15+01:00

Yes, it’s nice to see all your biggest problems on a high level, but it’s even nicer to be able to drill down into the underlying issues behind a big problem. Our AI analysis allows you to dive deeper into any topic and see the feedback that supports the problem. You can see how many times the feedback was mentioned, by whom and when, get a list of customer quotes to support internal business decisions, and filter by dates, customer segments, products, services, and much more. Lastly, you are always one click away from reading the original data yourself. We know that context matters, and that’s why we built full transparency into how the AI came to the conclusions it did.

Can I filter by product, services, and more?2024-09-27T12:29:21+01:00

Yes, we allow you to create your own categories, products, services, and much more. This allows you to easily filter the AI analysis based on how you work internally. This is done in collaboration with you during our onboarding process.

How do you work with feedback in different languages?2024-09-27T12:29:26+01:00

We support more than 100 languages and have no issues analyzing feedback in different languages and unifying the insights into one common language of your choice. Today, we are conducting analyses across the world in many languages, from Finnish to Arabic. You should not expect any issues when working with feedback across languages.

Can I enrich the analysis with my CRM data?2024-09-27T12:29:32+01:00

Yes, we allow you to integrate with your CRM and enrich all your feedback with CRM data such as company, revenue, geography and much more. We can tie CRM data to customer feedback with a unique identifier such as an email address or similar information. That means that when we analyze a support ticket, we identify the user in the ticket in your CRM data and enrich the ticket with relevant information such as customer, revenue, geography and more. Once we enrich the analysis with CRM data you can filter and segment the feedback by the CRM data. For example, you can filter the biggest problems from support by company size or/and geography.

How does the reporting work?2024-09-27T12:29:39+01:00

You can create reporting in two different ways inside Magic Feedback.

First, you can create reports the traditional way, where you put together a report with visualizations, tables, and any data that might be interesting for you to include.

Second, you can enable AI reporting that proactively creates reports based on what happens in your feedback. You only need to specify what you are interested in keeping an eye on and how you want the report to be put together. The AI will then put together a report and send it to the right people the moment it identifies something of interest.

You can schedule reports to be sent out on a recurring basis, ad hoc, or with any frequency or timing that makes sense for you. Some reports might be monthly, while more urgent reports can be sent immediately if something critical happens, such as login bugs or services not working.

Act on customer insights with AI

Magic ai email campaigns

Setup AI email campaigns

React to insights automatically with AI email campaigns and AI surveys, or set up email campaigns manually.

Create AI alerts & reports

Set up AI to monitor insights, automatically generating and sending reports to relevant teams proactively.

Export data anywhere

Send data from Magic Feedback to Jira, PowerBI, or any other tool using our API and integrations—no hassle.

Built with enterprise compliance

compliant ai customer feedback analysis GDPR

Our own local AI models

We host our ML models on our own European servers. Your data never leaves our servers, and we don’t train our models on your data. Simple as that.

SOC2 customer feedback ai analysis compliance

Enterprise level security

SOC 2 commitment with Type II certification with regular penetration testing and vulnerability scans. Data is encrypted at rest and in transit.

Discover how Woods Unlocked Customer Insights at Scale with Magic Feedback

 “This is really taking some workload off my shoulders. It’s enabled me to make decisions that I wouldn’t have been able to make before, simply because I didn’t have the time to do the analysis.”

– Mark Petersen, Head of Digital Products Woods