unitQ's AI innovations shape the future of customer feedback analytics
At unitQ, we recognize that understanding the voice of the customer is crucial for any organization's success. This principle drives our innovations and the honors we’ve earned, including recognition as a G2 High Performer and an American Business Awards gold medalist for our AI-driven customer feedback analytics platform.
Our mission to transform user feedback into actionable insights has inspired groundbreaking advancements. These include real-time support transcription, our source-grounded AI agent for customer insights, root cause analysis tools, behavior-based insights integrated with Amplitude, a refined impact analysis feature as well as the ability to automatically surface feature requests in customer feedback. Additionally, our strategic partnership with Zendesk Ventures underscores our commitment to enhancing the customer experience.
Here's a closer look at some of our breakthroughs:
Advanced AI-powered support transcription
One of our most exciting advancements is the debut of the ability to instantly transcribe organizations’ call center recordings, customer surveys, and conversation bots. This data is transformed into real-time actionable insights, empowering businesses to automate and elevate their products and services. By converting raw data into meaningful information, organizations can address user concerns swiftly and accurately, ensuring a seamless and satisfying customer experience.
agentQ
agentQ, the world's first AI for customer insights, harnesses our proprietary AI models to extract instant meaning from your organization's support tickets, surveys, app reviews, social media posts and product engagement data. This innovation allows organizations to connect the dots between what users say and do in real time, providing a holistic view of user sentiment and behavior.
Engineering Root Cause Analysis (RCA)
Engineering teams can now quickly identify and address the root causes of user-reported issues with our AI-driven RCA coupled with agentQ. This approach not only streamlines the RCA process but also ensures that user feedback is at the core of product development and improvement strategies. By making user insights easily accessible and actionable, we help engineering teams prioritize and resolve issues that matter most to users.
Real-Time insights on user behavior
unitQ has always provided organizations with AI-driven, actionable insights into what their users are saying across all feedback channels in real time. Our latest milestone, by integrating with Amplitude, takes this a step further by empowering our customers with real-time insights into how their customers are using their products and services. This unified approach enables organizations to identify correlations between user behavior and feedback, offering a deeper understanding of customer needs and preferences.
Updated impact analysis
We’ve updated a key feature of unitQ’s AI customer feedback analytics platform to make it even easier for organizations to understand the impact of addressing and fixing key user issues. This enhancement helps businesses identify the effects of resolving issues that cause lost revenue, churn, and low CSAT and reduced NPS scores. By focusing on the areas that directly impact customer satisfaction and loyalty, organizations can drive meaningful improvements and achieve better business outcomes.
Surface feature requests
unitQ automatically surfaces feature requests from customers. Our AI helps organizations discover new features customers want, without having to conduct focus groups, send out surveys, or manually pour through their feedback. You may just discover some features that are missing from your roadmap, or that you were uncertain whether and how to prioritize them.
Zendesk Ventures investment
Our decision to partner with Zendesk Ventures was driven by our aligned core values and vision to reinvent the customer experience. Zendesk, the company providing the most complete AI solution for CX in the market, brings unparalleled expertise and resources to the table. As Ben Barclay, SVP of Strategy, Corporate Development, & Transformation at Zendesk said, “Every organization is on a path to becoming AI-driven, and we’re eager to form partnerships with companies leading this new era.”
By continuously evolving our platform to empower our customers to harness the power of user feedback, we strive to help organizations create products and services that truly resonate with their customers. Stay tuned for more exciting developments as we continue to push the boundaries of what's possible with AI-driven insights.
About unitQ
unitQ revolutionizes how product builders, engineers, support leaders and team members understand feedback in real time to build superior products, fix bugs faster and resolve support issues at scale. With unitQ’s customer feedback platform, you can discover quality issues at the same time as your users; know what product launches, releases or evergreen features are causing the most bugs or support tickets; or drill into the root causes of these issues by source, platform, device, customer segment and more.
unitQ AI centralizes feedback from all feedback sources and automatically groups it into thousands of granular categories to help organizations discover what matters most to users — all in real time. Customer-centric companies like Spotify, Bumble, Pinterest, DailyPay and Zendesk rely on unitQ for actionable insights to drive growth, reduce churn and build brand loyalty.
Want to see how your organization compares to others? Get your free unitQ Score or book a unitQ demo today!
David Kravets is Senior Content Marketing Manager at unitQ.
