Businesses drowning in customer and employee feedback can now get straight answers — fast.
The latest CRM solution from Netigate, powered by its new generative AI feature Ask AI, lets you ask plain-language questions and instantly surface insights from massive volumes of survey responses, reviews, and support data.
Designed to help companies across banking, retail, telecom, and beyond, Ask AI tackles one of today’s most pressing experience management challenges: turning scattered feedback into concrete, data-driven actions that improve both customer and employee satisfaction.
This platform simplifies the processing of vast volumes of feedback data. The response overload comes from many sources — surveys, online reviews, customer service interactions, and social media — spread across multiple online channels, noted Carlos del Corral, chief product officer at Netigate.
Ask AI provides instant answers drawn from specific datasets, offering keen insights that affect both the Net Promoter Score (NPS) and Employee Net Promoter Score (eNPS). These two metrics gauge satisfaction and loyalty, but they differ in their focus.
Employers can take immediate action to enhance both customer and employee experiences while ensuring compliance with data privacy and protection mandates.
The AI-powered experience management platform helps customer experience (CX) professionals and business leaders understand what customers and employees are saying about them and turn the feedback into meaningful, positive outcomes.
“Manually processing this vast amount of data presents several challenges. The sheer quantity and diversity of feedback make it difficult to consolidate and analyze effectively. Plus, manual processing is time-consuming, causing delays in identifying and addressing critical issues and producing results,” del Corral told CRM Buyer.
Adding to these challenges is the subjectivity that human analysis introduces, which can lead to inconsistencies and potential biases in interpreting feedback, he said.
Ask AI Analyzes Feedback
Del Corral explained that the GenAI component reviews all the open-ended feedback and uses that data to understand the context and answer management’s questions. This, in turn, highlights critical issues affecting NPS or eNPS scores.
“However, it is important to note that the beauty of Ask AI is that it is a very flexible solution, allowing you to get answers to any of your questions. You don’t need to limit yourself to pinpointing critical issues with NPS, as it allows for amazing creativity,” he offered.
It is common for the company’s platform customers to ask for a Strengths, Weaknesses, Opportunities, and Threats (SWOT) analysis. This strategic planning technique helps businesses assess their internal strengths and weaknesses, as well as external opportunities and threats.
Platform users also often want to conduct competitive analyses using online reviews of both their company and its competitors. They also typically request that Ask AI write LinkedIn posts for them based on customer feedback.
“This all helps them develop effective strategies for the future by identifying both internal and external factors [opportunities and threats],” said del Corral.
How Ask AI Enables Fast Action
Netigate employs various algorithms to ensure consistent and objective analysis, thereby minimizing human error and bias, enabling organizations to efficiently process large datasets and extract actionable insights without being constrained by traditional resource limitations.
The platform uses an AI agent that generates action items. Its sole function is to suggest concrete steps a company could take.
These actions will vary since every business and its feedback are unique, according to del Corral. When Ask AI finds an actionable item, it suggests a course of action.
“You just need to push a button, and a task in Netigate will be prefilled. Then you need to assign it to a person to get a notification and start acting on the task,” he said.
Turning AI Suggestions Into Business Gains
Del Corral further explained that Ask AI, in combination with the other features Netigate offers, has enabled companies to make many meaningful decisions. Understanding high-level feedback may seem straightforward, but it’s crucial to demonstrate how every employee can contribute to customer satisfaction and business growth through concrete examples.
He offered these examples of success for a variety of industry users:
- Bank executives decided to allocate resources to implement Apple Pay and Google Pay in their mobile app.
- One of the largest telcos in the Nordics reduced reclamations and cancellations while increasing customer satisfaction by 30%.
- Shipping carriers utilize customer feedback to pinpoint areas where they are handling parcels inadequately, leading to product damage during shipping.
- Hospitality firms found that the optimum temperature for water in swimming pools is significantly lower, which helps lower costs while maximizing customer experience.
“Analyzing feedback from employee surveys allowed HR professionals and managers to distinguish individuals’ personal subjective opinions from structural company issues, allowing for more precise change management that aligned with employee expectations,” he said.
Sectors Best Suited for Ask AI
Some industries are more likely to reap financial benefits from utilizing the Ask AI solution. The prime candidates are those with an international business that involves a high volume of customer interactions across multiple channels in different languages.
“Industries such as banking, retail, and telecommunications, which handle large volumes of customer and employee feedback, can significantly benefit from Ask AI,” del Corral said.
They win by streamlining their feedback analysis processes and enhancing customer and employee experiences. But again, Ask AI is very intuitive, and with creativity, it can provide excellent value to anyone, anywhere, he added.
Even with the most substantial potential for gain, these sectors face challenges when adopting AI-powered feedback solutions. These obstacles revolve around issues with data quality, change management, and user adoption. Meaningful analysis requires accurate and comprehensive data. Integrating new technologies into existing workflows makes adopting AI a significant pain point. That barrier is heightened by the need to encourage teams to trust and utilize AI-driven insights.
According to del Corral, Netigate’s platform with Ask AI does not require any customization. It works out of the box in almost any language. This means that regardless of the language your customers speak, you can interact with Ask AI in your own language. Ask AI integrates with virtually any business system to both bring data to analyze and automatically trigger workflows, such as sending alerts and creating tasks.
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