FAQs Archive - Page 4 of 5

Q: Would my customer data be used to train your models?

No, but we have the option to train our models on your data to improve the performance of your results. However, the models that are trained on your data will only be used for your account and won’t be used or shared with any other companies.

Q: What is your privacy and GDPR policy?

We don’t send any data to OpenAI or any other third-party provider for analysis. We have our own AI models on our own servers analyzing your customer feedback. Your sensitive customer data never leaves our servers. We also provide a range of privacy controls to make sure your compliance team will love us. We have the ability to anonymize data, automatically identify and remove PII added to feedback, and generally add any privacy controls that your company would like to apply. We can also set custom data retention settings. This includes deleting the original data from our servers immediately after it's analyzed or only keeping it for a certain period of time. If you decide to remove the original data, we provide a link directly to the source in your internal systems to ensure that you can still easily access the original data using your internal credentials.

Q: Can I set up alerts and automatic actions?

Yes, you can set up alerts based on what happens in your feedback. For example, we have customers who are monitoring their customer feedback for critical bugs and then immediately alert specific teams if a critical issue emerges. Our alerts support email, SMS, Slack, and other channels. The alerts can also contain information that makes them quick to act on, such as a report with a quick summary of the problem, people impacted, and quotes with specific mentions of the problem for clarification.

Q: Can I schedule reports?

Yes, you can schedule reports just as you prefer. We support both scheduling recurring reports on specific dates and times, or setting up more custom scheduling, such as notifying specific people or teams immediately if something needs to be reported right away, such as services not working or general login problems.

Q: Can I search for specific topics and themes?

Yes, you can search for any problem, topic, or theme in free text and get all the feedback you need to answer your question quickly and easily. You can also filter your search to include only specific integrations or other relevant search criteria.

Q: Can I drill down into the results of the AI analysis?

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.

Q: Can I change things in the analysis?

Yes. We know that sometimes you just want to change a headline, summary, or a small thing. You can always edit and change anything the AI is presenting to you, and we will also make sure to mark the feedback as changed and save a change history in case you need visibility into the historical changes made.