Alchemer launches AI-driven tool for real-time CX feedback analysis

Alchemer has introduced Alchemer Pulse, a novel AI-driven solution tailored specifically for customer experience (CX) and feedback programs. This development allows businesses to analyse open text feedback promptly, providing clear audience insights that can directly influence business outcomes.

Alchemer Pulse is designed to enable organisations to gain an understanding of audience thoughts and feelings articulated in their own words. It converts qualitative feedback into actionable insights and allows for quicker analysis and action on open-text feedback. This tool addresses the challenges traditionally associated with manual tagging and sorting of feedback, which often make open-ended questions cost and time-prohibitive for large-scale insights.

John Pimm, Chief Operations Officer at International Research Consultants (IRC), remarked, "Alchemer Pulse has turned our research strategy on its head. Now, I can free our respondents to write exactly what they want, and I can get exactly what I want out of it. Results are delivered in minutes and hours, not days."

The platform’s capabilities are highlighted by its ability to bring together customer feedback from various sources, including surveys, reviews, ratings from app stores, social media, and support tickets. This amalgamation facilitates the quick identification and quantification of consistent themes. The incorporation of large language models (LLMs) and purpose-built AI allows for real-time analysis and presents results in streamlined dashboards, aiding businesses in responding to customer feedback more swiftly.

David Roberts, CEO at Alchemer, elaborated on the platform's utility: "Whether it’s from review sites, comments in surveys, or social posts, understanding unstructured customer feedback is difficult because of the volume, complexity, and nature of the data. Alchemer Pulse takes the noise and turns it into very clear, understandable signals that, when acted upon, drive meaningful business results."

The development of Alchemer Pulse was made possible through a strategic partnership with Chattermill. As a CX intelligence platform, Chattermill brings a decade of expertise in large language models that are specially built to understand unstructured feedback at scale. This partnership aims to utilise Chattermill’s refined AI models for operationalising customer experience data and applying it within the Alchemer framework.

Mikhail Dubov, CEO and Founder at Chattermill, expressed his satisfaction with the collaboration: "For 10 years, Chattermill has been building and refining best-in-class AI models to operationalise the CX data for leading brands like Amazon and Uber. Adding this capability to the Alchemer platform provides their customers with a more powerful way to capture personal feedback and then see it in an actionable way. We couldn’t be more pleased to partner with Alchemer."

This new solution aims to empower a vast array of professionals, including CX practitioners, marketers, product managers, and market researchers, by uncovering ideas and concepts that organisations might not traditionally consider. Additionally, it offers granular insights that can be acted upon promptly, aiming to enhance the overall customer experience and drive business growth.