unitQ’s AI summary feature is a powerful tool that can help businesses quickly and easily extract valuable insights from large amounts of user feedback. The AI uses natural language processing (NLP) to analyze feedback data and identify key themes and trends. It can then generate summaries of this data that are easy for any department to digest and act on.

For example, here is a redacted example for inspiration:

As you can see, this can be a valuable tool for businesses that are looking to improve their products and services as it categorizes and summarizes data from a multitude of resources including but not limited to: support tickets, social media posts, and app reviews.

In this example, there are two main causes identified that can kick-off a deeper root cause analysis for your RCA or Product team to follow-up on. This is an invaluable tool for anybody working on a Voice-of-Customer program. By understanding and quantifying what customers are saying, they can identify areas where they need to make changes or remove friction.

The AI Summarization feature can also help businesses to quantify trends in customer feedback, which can be used to make decisions about future product development and prioritization.

At
DailyPay we have established a strong Voice-of-Customer function where Customer Experience Analysts (CXAs) work in conjunction with digital experience intelligence (DXI) professionals in their effort to advocate for customers. unitQ and their AI Summarization helps them to communicate with the product team regarding feature ideation, the engineering team for bug removal, the support team for improvement to their response scripts, and even marketing for outreach campaigns.

Here are some of the benefits of using unitQ’s AI Summarization feature:

• Save time: The AI can summarize large amounts of feedback data quickly and easily, which can save businesses a significant amount of time.

• Get insights: The AI can identify key themes and trends in customer feedback, which can help businesses to get insights into what their customers are thinking and feeling.

• Make decisions: The AI can help businesses to make decisions about product development and other areas by identifying areas where they need to make changes.

In a Voice-of-Customer setting, unitQ’s AI Summarization feature can be used in a number of ways:

• To identify key themes and trends: The AI can be used to analyze customer feedback data and identify key themes and trends. This information can be used to understand what customers are saying about products and services, and to identify areas where there is room for improvement.

• To generate summaries of customer feedback: The AI can be used to generate summaries of customer feedback data. These summaries can be used to share feedback with team members and cross-functional leadership to identify areas where there is a lot of feedback, and to track progress over time.

• To identify areas where customers are unhappy: The AI can be used to identify areas where customers are unhappy. This information can be used to understand specifically what customers are unhappy about, and to take steps to improve the situation.

• To track progress over time: The AI can be used to track progress over time. This information can be used to see how customer feedback is changing over time, and to identify areas where there are improvements.

At DailyPay the Voice-of-Customer group is very pleased with the AI summary component as we employ it regularly to divide and conquer and to identify the most efficient response possible for any troubleshooting.

The partnership between
DailyPay and
unitQ has strengthened our relationship with our customers by greatly improving their customer experience.
It’s a great help in our mission for financial freedom for all, and that is truly invaluable.

(This column first appeared on LinkedIn.)

Brittany Leventhal is DailyPay Director of Customer Experience, and Lars Wiedenhoefer leads Digital Experience Intelligence, Insights, and Observability at DailyPay.