Upgrade HOW You Listen to Customer Feedback
Turn millions of unstructured customer conversations into actionable, decision-grade data. Meet Spiral by UJET, the advanced AI issue hub that democratizes data science and stops avoidable contacts at the source.
Features
Autonomous Taxonomy Generation removes biased keyword searches and manual tagging. Spiral’s AI builds an unbiased taxonomy tailored to your customer data automatically.
Emerging & Ultra-Specific Issue Detection Spiral uses multi-label classification to capture context, detect chief complaints, sub-issues, and emerging trends early.
Ask-Anything AI Agent Turns all data into searchable insights. Ask in plain language and get contextual, quantified answers, dashboards, and reports in seconds.
Insights for the Entire Organization
Spiral democratizes customer intelligence, serving all user types right out of the box:
Support & CX Ops:
Instantly identify top issues, detect emerging problems, and directly measure contact volume elimination.
Product & Engineering:
Track the success and pain points of every launch. Receive a reliable, data-driven feed of product bugs complete with quantified financial impact to prioritize your roadmap.
Marketing & Sales:
Discover customer preferences, uncover education gaps, track campaign successes, and refine messaging based on how customers actually talk about your product.
Executives:
Summarize and measure overarching CX trends and P&L attribution in seconds to validate investments.
Fix the Foundation with Deep AI Research
Spiral by UJET is a non-disruptive, platform-agnostic intelligence layer that ingests and unifies 100% of your conversational and feedback data. By leveraging Large Language Models (LLMs) and unsupervised clustering algorithms, Spiral autonomously detects the "unknown unknowns" so you can shift from reacting to complaints to proactively eliminating root causes.
Onboard and Start Using Spiral in 1-3 Days
Spiral seamlessly ingests customer conversations and feedback data from any source—including voice calls, live chats, emails, NPS/CSAT surveys, social media, app reviews, and customer-specific metadata. If you can export your data, Spiral can ingest it!
Autonomous Taxonomy Generation
Stop relying on manual tagging, rigid keywords, or human bias. Spiral’s proprietary AI leverages advanced Large Language Models (LLMs) and unsupervised clustering algorithms to automatically build a dynamic, unbiased taxonomy customized to your unique data.
Investigative AI Agent
Spiral puts the power of a data science team, making 100% of your customer conversations and feedback data instantly searchable through an investigative conversational AI Agent. Users across your entire organization can simply ask plain-language questions and receive definitive answers, deep research reports, and dynamically generated charts in seconds.
Interactive Dashboards and Scheduled Reports
Transform millions of unstructured interactions into clear, visual intelligence. Spiral provides dynamic, user-friendly dashboards and reports that can be easily customized to fit the specific needs of different teams and stakeholders. Utilize powerful "drill-down" views to investigate anomalies, track exact KPI attribution, and measure the real-time financial impact of specific customer issues.
FAQs About Customer Support Technology
How is Spiral different from traditional Voice of the Customer (VoC) or QA tools?
How is Spiral different from traditional Voice of the Customer (VoC) or QA tools?
Legacy tools like survey platforms or standard NLU word-clouds often rely on pre-defined keywords and only analyze a small fraction of data (like post-call surveys). Spiral focuses on Root Cause Elimination. It uses in-house and third-party LLMs to autonomously analyze 100% of unstructured text from your primary support channels, finding hyper-specific "unknown unknowns" that traditional systems miss.
Does Spiral require a data science team to operate?
Does Spiral require a data science team to operate?
No. Spiral was built to be accessible to everyone. With our conversational AI Agent, any user can type a question in natural language and receive dynamic charts, graphs, and deep research reports instantly.
How long does implementation take?
How long does implementation take?
Spiral drives operational efficiency within days of implementation. Average customer onboarding takes just a few days, with no need for complex or costly professional services.
How does Spiral handle Data Privacy and PII?
How does Spiral handle Data Privacy and PII?
Spiral is SOC 2 Type II certified and takes a proactive approach to security. The system utilizes AWS Comprehend PII and proprietary logic to proactively redact Personally Identifiable Information (PII)—such as emails, phone numbers, credit cards, and SSNs—upon receipt, before the data is processed for insights.
What languages does Spiral support?
What languages does Spiral support?
Spiral offers robust multi-language capabilities, capable of understanding and processing complex customer feedback across 75+ different languages and multiple regional dialects.
KEY RESOURCE
Spiral by UJET: The AI Issue Hub for Decision-Grade Data
Learn how Spiral’s easy-to-use AI agent autonomously analyzes every call, chat, email, and review to find the ultra-specific root cause of every customer issue—transforming 100% of your customer conversations into actionable, predictive insights.