e-satisfaction

Data & AI

Data & AI is where you shape how your organization turns raw feedback into understanding. You decide who can use AI, what context travels with your data, and how open-text comments are analysed automatically. Set these up well and every report in Insights becomes richer and easier to act on. Admin only

Get your data ready for analysis

Control who can use AI

In AtlasAI, decide which users and teams are allowed to use AI features across your organization.

Define your metadata

Set up the questionnaire and responder metadata you want captured, so feedback arrives with the context you need for segmentation.

Turn on text analytics

Enable topic detection and sentiment analysis so open-text answers are categorised and scored automatically.

AtlasAI

AtlasAI is your organization's AI engine for analysing and querying your customer-experience data in plain language. It draws on the data you collect and the metadata you define, so the answers it gives reflect your own business.

  • Access — control which users and teams can use AI features, so AI reaches the right people and only the right people.
  • MCP server — lets approved external AI tools securely query your data. Using the Model Context Protocol, you connect outside tools to your data under your control, without handing over broad access.
  • Settings — model and behaviour configuration for how AtlasAI responds. Coming soon

Metadata

Metadata is the extra context that travels with each piece of feedback, and it's what makes powerful segmentation possible. Without it, a comment is just a comment; with it, you can break results down by the things that matter to your business.

  • Questionnaire metadata captures transaction details — things like order ID, order date and the products involved.
  • Responder metadata captures details about the person who answered — phone, email and demographics.

You can scope metadata globally, by workspace type, or with a custom setup. Once defined, these fields become filters and segments you can slice your results by everywhere in Insights.

Text analytics

Text analytics reads your open-text answers so you don't have to read every one. Two background analyses work together: one finds the themes customers raise, the other measures the tone behind them. You turn each one on and configure its models here; you then read the results in Insights.

Topic detection

Automatically classify open-text answers against a set of themes, so you see which topics come up most and where attention concentrates. Use ready-made models or build your own.

Sentiment analysis

Score every open-text response as positive, neutral or negative, so you can gauge how customers feel across thousands of comments. Enable it question by question.

Better together

Run topic detection and sentiment analysis side by side and you'll see not just which themes appear, but how customers feel about each one — for example, delivery praised while pricing is criticised. The more thoughtfully you also define metadata, the sharper every result becomes, because you can break it down by the segments that matter to your business.

To bring more feedback sources into these analyses, see Integrations.

Topic detection

Turn on and configure the models that classify comments into themes.

Sentiment analysis

Enable and tune positive / neutral / negative scoring per question.

Text analytics in Insights

Where the topic and sentiment results are explored and acted on.

Admin Panel overview

All the settings that govern your organization in one place.
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