What is it? 

Thematic is an AI-powered insight platform that extracts actionable insights from large volumes of customer feedback. It analyzes customer comments from surveys, chat logs, social media, and voice transcripts. By linking qualitative comments to sentiment and loyalty drivers, Thematic helps organizations identify and prioritize customer experience improvements.

• Allows researchers to go deeper into customer feedback by importing qualitative data from Verint and using Thematic to go beyond quantitative findings, generating new insights into root causes and finding direction on where and how to redesign customer experiences
• Leveraging Verint Platform data, Thematic creates linkages between qualitative and quantitative findings allowing brands to prioritize decision making
• Analyzes unsolicited customer comments from contact center conversations and social media posts collected by Verint Platform

How does it work?

Thematic ingests data from various customer interactions, including voice transcripts, chats, and surveys. The AI summarizes, structures and themes customer comments. Transcripts, comments and associated metadata (such as store location, customer segment, or fulfillment details) are also analyzed, with no need for training or coding. Thematic uses an intelligent combination of Generative AI and traditional algorithms to transform the interactions into key themes, sub-themes, sentiment, and intent. It also provides analysis and trend detection based on different metadata dimensions.

What is required to work?

Customer comments are uploaded in formats such as JSON or CSV, or through Thematic’s API for automated data transfers. No additional infrastructure is required beyond ensuring proper data collection methods in customer comment channels.

What are the Benefits of using it?

• In-depth insights: Gain a deep and accurate understanding of customer comments at scale.
• Actionable reports: Generate comprehensive reports with trends and analytics to share across teams.

Operational efficiency: Standardize and operationalize customer themes for more consistent action.