📝 NEW! Instant Call Insights

Status: Available In-Platform - [click here to see your audio sources]

Instant Call Insights turns every recorded customer call into ready-to-use insight cards—so you don’t need to log into another platform to re-watch a meeting.

• Automatic Summary organizes the conversation by chapters and topics.
• Transcript search + jump-to-quote finds the exact moment you need in seconds.
• Copy or share snippets directly into docs, decks, or Slack.

Save hours of scrubbing and turn your calls into instant product, CX, and sales intel.

🧮 NEW! Data Enrichment features

Status: Available in-platform; reach out to your CSM or Admin for advanced setup

Data Enrichment is a set of customizable features that can automatically improve and transform your feedback data, to enable deeper, more powerful insights.

• AI-Powered Enrichment: track how customer emotion changes from first ticket to final resolution—allowing you to now pinpoint the channels, agents or topics that turn frustration into delight.
• Data Calculations: set up formulas to automatically quantify key metrics in-platform, e.g.:
  • Calculate total ticket resolution time (and even correlate it with Sentiment Shifts!)
  • Convert text ratings ("excellent," "good," "poor") into trackable numeric scores
  • Infer demographics from Reddit posts for cohort analysis
  • Auto-classify NPS feedback as promoters/passives/detractors
• Data Normalization: clean up data in-platform with custom, automatic rules, e.g.:
  • Standardize country codes across all sources
  • Convert timestamps to human-readable formats
  • Extract campaign data from URLs (UTM tags, session IDs, custom parameters)
• Unified Fields: map fragmented data across platforms—"User ID," "ID," "Author"—into one reliable source of truth.

☁️ NEW! Salesforce Service Cloud Integration

Status: Available in your Integrations tab

Now, you can connect Service Cloud standard and custom objects like Cases, Live Chat Transcripts, Email Messages, and Knowledge Articles to analyze alongside your other feedback sources. The integration includes:

• Smart field mapping with drag-and-drop selection and object relationship traversal
• Condition-based syncing (e.g., only closed cases)
• Real-time updates and historical backfill

Common Use Cases

• Product quality monitoring through case analysis
• Customer health tracking via support sentiment
• Support process optimization
• Knowledge base gap identification

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