Customer Feedback Beyond Surveys
Capture the full customer story with AI-facilitated conversations instead of NPS scores
NPS gives you a number. CSAT gives you a rating. What neither gives you is what actually happened — the friction that made the experience frustrating, the moment that turned a neutral customer into an advocate, the thing your product team needs to hear.
Open-text fields are supposed to fill that gap. They don't. Response rates are low, the customers who fill them in skew toward the strongly opinionated, and the resulting corpus of comments takes weeks to analyze — if anyone analyzes it at all.
Signal Sessions offer a different approach: instead of asking customers to rate their experience or describe it in a text box, you give them a short AI-facilitated conversation.
A better listening instrument
When a customer enters a Signal Session, they're not completing a form. They're having a conversation with an AI interviewer that knows what you're trying to understand and adapts its questions to what the customer actually says.
The Explore & Discover interview mode is built for this. It surfaces the full story — not just whether the experience was good or bad, but what happened, why it felt that way, and what the customer would change. The conversation is open-ended but structured: the AI follows consistent protocols, probes on the dimensions that matter, and produces comparable scores across your entire respondent base.
What the insights look like
After a campaign completes, your report shows scored dimensions across your customer sample, such as:
- Experience quality — how customers rate different elements of their journey, grounded in what they described
- Effort perception — how hard or easy it felt to get what they needed
- Loyalty drivers — what's actually building (or eroding) customer attachment
- Pain point detection — where friction clusters across the customer base
Every finding links to the customer language that supports it. You can drill from a dimension score to the exact passages that drove it — which means insights are specific enough to act on, not just directional enough to confirm what you already suspected.
Scale without sacrifice
Signal Sessions run in parallel. You can field a customer listening campaign across hundreds of respondents simultaneously, with every participant receiving the same structured interview and producing comparable, scored output. Analysis happens automatically — no manual coding, no weeks-long turnaround.
Results appear as sessions score, and you don't need to wait for the full campaign to close to start reading findings.
For how scoring and evidence work, see Understanding Dimensions and Evidence Units.