The New Era of CX Intelligence is Coming Soon

As someone who's been in the CX Intelligence space since the early days of deep learning, I've watched the AI revolution unfold with both excitement and frustration. 

Excitement because the technology keeps getting more powerful. Frustration because for years, companies had to sacrifice either depth of analysis, speed from insight to action, or confidence in their findings. But businesses no longer accept these trade-offs - they demand precision, speed, and insights they can trust from every AI system they deploy.

We decided it was time for a new standard - one without compromises. 

On September 30th, we're launching something that will fundamentally shift how companies understand their customers. 

It's the culmination of years of research, countless iterations, and a deep belief that CX intelligence should be precise, trustworthy, and immediately actionable.

Today, I want to give you an exclusive preview of three breakthrough capabilities we're bringing to market. Consider this your first glimpse into the future of CX Intelligence.

• Observations automatically extract precise, quantified insights from customer feedback, identifying specific issues your team can tackle right away.

• Highlights take these insights further by identifying key takeaways, with each finding traced back to verified customer quotes.

• Ask Lyra is your copilot for customer insights. Simply ask a question about your customer data in plain English and get instant, data-backed answers.

Let me walk you through what's coming.

Observations: Work with precise, granular customer insights

Businesses have always needed both: strategic insights to track broader trends over time and across customer segments and precision insights to drive immediate action. Strategic insights help you prioritize which areas need attention, while precision insights show you exactly what to fix or maintain.

Precision matters because real customer problems are specific. While broad insights guide strategy, the actual work of improving customer experience happens at the granular level. 

This is why we've built Observations.

Observations will provide precise insights that are automatically discovered in your data. This powerful combination makes them instantly actionable - your team can prioritize and address issues immediately, accelerating decision-making.

While Themes capture strategic trends across your customer feedback, Observations go deeper - surfacing the most specific, granular issues within your product. This creates a new layer of intelligence that's precise, accurate, and immediately actionable.

What makes Observations unique?

• Precision insights the moment you log in: Get an instant list of granular issues and praises automatically extracted directly from customer feedback.

• Quantified results: Each observation is ranked by actionability and impact, with quantified data behind it, so you can prioritize the most important issues

• Evidence behind every insight: Click on any observation to view the actual feedback snippets, then read full responses for complete context. 

• Complete customization control: Account admins can merge and rename Observations.

• Available everywhere in the app: Observations are integrated across the entire Chattermill platform - you can use them as filters, add to reports, and dashboards.

I believe Observations fundamentally transform how you work with customer feedback. Instead of spending days manually analyzing data to find what needs your immediate attention, you can surface issues that your team can tackle right away - all with the highest level of accuracy and precision.

Highlights: From insights to action, at unprecedented speed

While Observations provide granular, precise customer insights, Highlights dramatically accelerate the time from insights to action, while increasing your confidence in the quality and accuracy of results.

Many teams are trying to use generative AI tools to summarize customer feedback, but they're discovering a hard truth: you can't rely on generic AI tools to accurately summarize customer feedback, especially at scale. These tools are ineffective when dealing with large data volumes, lack quantified results, and produce unverifiable results you simply can't trust.

To provide our users with clear, digestible takeaways from their customer feedback that are reliable and trustworthy, we've built Highlights. They highlight key customer issues, so teams quickly understand what customers are saying without reading through thousands of individual responses.

Chattermill automatically generates Highlights from your comments, reviews, or survey responses, surfacing the most important insights while grounding each one in quantified, verifiable data. This approach ensures you receive summaries that are both precise and reliable.

Think of Highlights as your executive summary layer - digestible key takeaways with quantified insights you can verify and trust, no manual analysis required.

What makes Highlights so powerful?

• Accurate and reliable summaries: Get reliable summaries from cutting-edge AI models that handle large data volumes, built for accuracy and precision.

• Quantified results: Highlights are underpinned by Observations, with quantified data behind every insight, ranked by actionability and impact.

• Verifiable and auditable results: Teams can verify every insight by clicking through to see the real customer feedback that supports each point.

• Available everywhere in the app: Highlights are integrated across the entire platform - you can click on any data point to get an accurate summary instantly.

Ask Lyra AI: Your front door to CX Intelligence

Finally, we recognize that extracting meaningful insights from analytics platforms typically requires specialized expertise - building reports, applying the right filters and segments, and combining multiple data sources. Yet most CX, Support, and Marketing teams need immediate answers to business questions without the technical overhead.

Ask Lyra bridges that gap by turning any question into instant, data-backed answers. It's your copilot for customer insights - the front door to understanding your customer feedback. Simply ask in plain English and get comprehensive responses grounded in your actual data.

Powered by our proprietary Lyra AI technology, it works like a knowledgeable team member who knows everything about your customer feedback. No need to learn the structure of the data, how to build reports, or analyze data yourself - just ask a question and get the insights you need.

How will Ask Lyra simplify customer feedback analysis?

• Instant answers to business questions: Teams can ask any question in plain English and get instant, quantified insights from your customer data.

• Smart query interpretation: Lyra automatically applies the right filters based on your question - no manual report building or segment creation required.

• Backed by Observations & Highlights: Every answer includes a digestible summary (Highlights) plus a list of specific customer issues (Observations) you can act on.

• Access to customer quotes: See the exact customer quotes and feedback snippets that support each insight.

• Built for everyone: The intuitive interface makes customer intelligence accessible to all teams, regardless of analytical expertise.

Our early access program opens soon

Observations, Highlights, and Ask Lyra will launch in Open Beta on Tuesday, September 30th.

Due to overwhelming demand, we'll be rolling out access gradually, prioritizing teams that move fast, need precise customer insights, and can help shape the future of our platform.

If you’re a Chattermill user, watch your inbox in the coming days for information on how to be among the first to experience these new capabilities. Current customers can also reach out to their CSM to express interest.

Not a Chattermill customer yet? Book a tailored demo to see these features in action with your own use cases.