FAQs Archive - Page 2 of 5

Q: Can I filter out noise & low quality data?

Yes, by default, we have AI models removing noise and low-quality data. We also have the possibility to provide transparency into what's removed. Additionally, we can handle requests to filter out data automatically if you have certain use cases that need to be accommodated.

Q: Am I able to see the original data?

Yes, we believe that it's fundamental to always be able to access the original feedback data. That means that you are always one click away from reading the original data yourself. We also provide links directly to the feedback in case you want to see it in the original environment from where it was retrieved.

Q: Can I read the original feedback data in the platform?

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.

Q: Can I enrich the analysis with my CRM data?

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.

Q: Is there a way for me to share my business context with the AI?

Yes, our AI analysis comes with the ability to introduce the context of your business, products, and challenges. During our onboarding process we would sit together and define those things to our AI, just like if you onboarded a new employee that had to be taught how your company generally works.

Q: Can I check if the AI analysis was done correctly?

Yes, we provide full transparency into how the AI analyzed your feedback, down to the individual feedback piece.

Q: Can I exclude and filter out feedback?

Yes, you can always exclude and filter out feedback that's not relevant to include. By default, all integrations are configured based on your preferences and you can also filter any data inside our platform as you like.

Q: Is there a length limit on the feedback you are analyzing?

We don’t have any limits, but the processing time varies depending on how much feedback we need to analyze. We can increase the speed of analysis on specific feedback sources if its a priority, but we generally process and analyze feedback quickly.