The ‘Alchemer Pulse’ platform uses AI and machine learning models trained on an organisation’s own data and language. 

The platform synthesises open-text comments from sources including Alchemer’s surveys, help desk tools and public channels such as the App Store or Trustpilot, across multiple languages, classifying each response across themes and sentiment to indicate what is driving customer satisfaction.

Alchemer has expanded the platform to include an ‘observations’ feature, which allows users to further explore individual themes and specific pain points for customers.

The other new features are executive-level reporting that automatically summarises findings, and conversational AI.

Ryan Tamminga, senior vice-president, customer success and product, Alchemer, said the platform changes unstructured comments into “meaningful, contextual and secure intelligence”.