A first look at Alchemer Iris: the AI-native platform for customer feedback and action

0:03
Hi, Ryan.

0:06
Thanks for joining me today.

0:08
We’ve got something fun planned.

0:10
It’s pretty exciting.

0:12
Yeah, I think so.

0:14
We’ll give folks a few more minutes to to hop in and join us.

0:19
For those of you that don’t know me, my name is Beau Bandy.

0:22
I’m the CMO here at Alkimer.

0:24
I’m joined by Ryan Taminger, our CCO, and we are going to introduce you to Alkimer Iris today.

0:34
If you haven’t haven’t had a chance to check it out, Alkimer Iris is our AI native platform that we announced a few weeks ago and are bringing to market soon.

0:50
Ryan, anything you want to say before we kick things off?

0:54
Nothing other than just we’re really excited about what we’re bringing forth.

0:57
And you know, this is really the next evolution of what we believe CX is going to need in the in the future.

1:03
And I just can’t wait to get in and actually show you some demos today.

1:07
All right, I know folks are still popping in here, but we’re not going to be able to small talk because we’re too excited about this.

1:14
So let’s just get to it.

1:17
I know we’ve got lots of customers joining us and some folks that our current outcomer customers.

1:24
So welcome to them today.

1:27
We’re going to go through you know why Iris now what’s our vision behind that?

1:32
We’re going to take you through some of the new capabilities that are AI capabilities that are available today, but that are I think going to be in the new platform.

1:42
And so a nice illustration of what’s ahead and then we’ll we’ll try to answer some questions.

1:48
I know there’s going to be lots of questions.

1:50
We are recording the session today, so we will share the recording with you all afterward.

1:56
Please ask questions, use that chat box or the Q&A box to ask and we will try to answer as we go.

2:04
So with that Ryan, I wanted to maybe start off by talking a little bit about why we why were we built something brand new now?

2:14
And I think when, you know, you talk to customers all the time, I do my best to talk to customers pretty regularly too.

2:22
And I think we’re hearing from all of them that CX and market research are changing, have changed.

2:31
I think one of the factors is there’s so much feedback coming at them.

2:35
It never stops, right?

2:37
So, you know, surveys are coming in at all hours, reviews are coming in, social media posts.

2:42
They are just really inundated with feedback from everywhere and it, it can feel a little overwhelming.

2:51
I think the next thing that we’re hearing a lot of is that they’re being asked to move faster, faster than ever before that, you know, a research program, you know, historically might have been 1/4 on a quarterly cadence or something like that.

3:08
And expectations have changed and that decisions, you know, need to be made sooner.

3:14
Action on feedback has to happen faster.

3:18
And so, you know, a lot of a lot of expectations to move more quickly.

3:24
I think the third thing that I’m sure all of us are feeling right is there’s a lot more competitive pressure market changes than than really ever before.

3:37
I think, you know, in a lot of a lot of the verticals that we support, right, the the ever changing tariffs landscape has been something that they’ve really felt and has has changed.

3:49
If you know, if you’re in retail, for example, I think our customers and financial services will tell you that they feel tons of competitive pressure from entirely new segments like online only banks, right?

4:02
That their customers or members are shifting their their banking practices out of, you know, a way and, and into these online only banks.

4:12
And I think those are just two examples, right?

4:13
Every industry is facing more pressure and just lots of shifts and all of these things we’re hearing about happen even before AI, right.

4:24
And so now there’s AI really magnifying all of this, putting more pressure on it.

4:30
And I think what we’ll talk about is Iris and the AI native capabilities, you know, inherent to the platform really offer a solution to dealing with these these challenges.

4:42
Anything you want to add to those?

4:44
No, I think that’s a, a great list.

4:47
I just think that last statement of, you know, AI is magnifying the pressure, but it’s also providing a solution.

4:52
You know, I think it’s, it’s one of these like transformational periods of life that we’re all experiencing together.

5:02
And it’s really allowing us to do more faster and get more specific.

5:07
And I think what you’ll see with IRS is that, you know, while we’ve still got, you know, 1 foot in the future, the things that you love about our product are still there.

5:14
And what AI is really there to do is help enable our customers to get more out of our product to do things they want to do faster without a massive learning curve to get there, but really focus on the key areas where we can show improvement through these capabilities.

5:29
And you know, like I said, just really excited to to show more of it today.

5:32
Yeah, I think, you know, you used the word transformation and that shows up here.

5:39
We launched our first AI product three years ago with Pulse.

5:45
And you know, as you know, we set out at the time to say, look, everything we’re building around AI needs to, I don’t know, fit into a vision, right?

5:54
Fit into our vision of a for AI, which is that Alkimer uses purpose built AI to transform feedback into real time intelligence and action, amplifying what teams can do and delivering measurable outcomes at scale.

6:08
I mean, this is our vision.

6:11
It’s sitting on top of our 20 years of collecting feedback, right, of helping marketing and CX and operations teams go out and, you know, whether that’s through a survey or through their digital app, collect all that feedback and bring it into the business.

6:26
And now I think we see a future where they’re going to be able to do a lot more of that using AI, whether that’s around analysis or building programs or I think even more importantly, maybe getting to action.

6:43
So with that, let’s show folks a little teaser on Iris.

6:52
An Iris widens to see everything, then narrows so you can focus.

6:58
Customer intelligence is everywhere and businesses that focus on what matters will win.

7:04
Alchemer Iris is the AI native human first platform for customer feedback and intelligence.

7:10
Built on 20 years of experience in market research and customer feedback, Iris gives you the expertise to act faster on what matters while AI handles the rest.

7:20
See every signal focus where it matters.

7:24
Start today.

7:27
I just kidding.

7:30
I I mean there’s a lot in that video that I that I love, but I think it’s this idea, right?

7:36
See every signal focus where it matters.

7:39
If we think about those challenges that our customers are expressing right around so much feedback, how do we how do we deal with it right?

7:50
You know, helping them find what really matters in there.

7:53
Understand those signals, I think is is really captured in this product.

8:01
Tell us more, Ryan.

8:04
Well, I think you know, again, starting from where we came from to where we are today, right?

8:08
The problems we’ve always helped you solve are still the problems we’re helping you solve, just in a little bit of a different way.

8:14
We’re still collecting awesome feedback.

8:16
We’re still great at understanding it.

8:18
I think the thing that Iris is going to do specifically is allow you to think bigger, right?

8:24
Not be nervous or scared or apprehensive about adding more feedback to the mix because it’s adding complexity, but you know, drive that hunger and curiosity to bring more into the into the platform.

8:34
You know, now we can understand it at scale.

8:36
We’ll show an example of that here shortly and then really start to drive that concept of acting on it in a very different way, right?

8:43
Let the system help you drive what the next best action is and how do you actually spend more time with taking customer feedback and deploying it and employing it within your business versus spending it the time collecting it.

8:55
That shift in the way you can spend your time is really what’s going to drive your teams to drive more value for your customers and your businesses.

9:02
And having all of those capabilities on top of the expertise that we have here at Alkimer on the 20 years of our heritage really makes everybody except it gives everyone more accessible access to those types of skills to drive their programs forward faster.

9:19
Love that.

9:19
So give us, give us some details about what this is going to look like as or what it does look like as everything comes into, into one place.

9:29
You know, I think the evolution of what CX has done over time is that, you know, everything started with either survey data or it was third party review data.

9:37
And now as all of these data sources have come together, those are all channels.

9:42
And the same way that this is all starting to kind of form into the, the data set that makes up CX, so does Iris and our product.

9:49
It’s bringing together all the things that our customers love about our collect capabilities, about our connect capabilities, You know, our digital channel products, all of our reputation and listings products.

10:00
When we bring them all together, instead of keeping things siloed in terms of, you know, kind of the way you think about them in the past.

10:06
Now it’s actually providing you access to all of this different data across these channels through 1 lens that gives you a complete sight of all of your CX in one location and then gives you the capabilities with AI on top of it to make sense of it at scale.

10:21
So I love the thing at the bottom where it says rebuild, not bolted on, right?

10:24
We’ve rebuilt everything together to make harmonized sense of how you’re engaging with CX and CX data, how you’re engaging with your customers, and ultimately how you go deploy the data back into the business for improvement.

10:38
I mean, I think that is a real differentiator for us that we didn’t just put, I don’t know, ChatGPT on top of something else that we’ve rebuilt everything.

10:49
I know we’re going to talk about how customers get access to the platform a little later and the timing for that.

10:57
But I think this is the key, right, is that we’ve rebuilt everything so that AI could be everywhere.

11:04
I want to double click on kind of that AI layer at the top.

11:10
Can you tell us like what does that, what does that actually look like?

11:13
What does that feel like?

11:14
What are how will customers experience that?

11:19
I think the big change is, you know, today we start with collect, right?

11:23
You log into our product and you’re either looking at collecting your review data or maybe you’re starting with a survey build in the future.

11:31
We actually can flip the lens a little bit and now you can start to talk to the system in a way that is more conversational.

11:37
So, you know, if you log in and you say, what do you want to do today?

11:40
Well, I want to build a new survey.

11:41
Awesome.

11:41
What do you want that survey to look like?

11:43
And we’ll show the AI survey builder here shortly, but it helps you focus on what you want to go do with the product today or hey, I’ve got a question that came up in a meeting yesterday.

11:51
I want to understand, you know, what is a specific customer segment within specific set of stores, Think about a new product launch.

11:59
I can start there and start to explore my, my CX world, right?

12:02
So it’s, it’s changing the dynamic of the way you think about engaging with our product to be more focused on you and what your teams need out of the system first before starting with, you know, something like a survey build that you would have done in the past.

12:16
It actually lets you think and, and articulate what you’re trying to go accomplish.

12:19
And then we work through it, through the capabilities within the platform.

12:22
Yeah.

12:23
I think the other thing that really stands out to me, Ryan, is that because it’s an entirely, I think new and complete platform, when you ask those questions, it’s looking at all of your feedback, right.

12:35
So it’s not there’s nothing siloed here.

12:37
So I don’t know, maybe I sell tacos and if I say how are Taco or how do people feel about the chicken Taco this week, it is going to give me an answer that’s going to pull from maybe survey feedback.

12:50
It could pull from my reviews, it could pull from, you know, feedback I collected in the app.

12:55
And I just think having that really comprehensive view in one place is just going to be really powerful for our customers.

13:03
Absolutely.

13:04
So tell us, tell us more about how you think customers are going to are going to benefit from this.

13:10
I think if you’ve watched one of our AI webinars in the past, you know that we have some principles that drive the way we think about design and leveraging AI as a capability.

13:19
And all Iris does is bring it all together and enhance it in a way that delivers on three core principles.

13:25
So 1, you know, single action signal to action faster, right?

13:30
You just mentioned I want to understand what people think about my tacos across all of the places in the universe that could talk about my product.

13:37
This allows you to really engage with that level of scale of data quickly, decisively.

13:43
And then, you know, from an exploratory perspective, let’s you be curious to understand how to work through that curated data set in a way that accelerates the ability to drive action faster.

13:54
Second again, but I think the hardest part that we all deal with in all of our jobs, being professionals is how do I get better, right?

14:01
How do I get access to more education, to more expertise?

14:04
You know, how do I leverage the best of my peers and colleagues when we’re doing our work right?

14:08
Having that level of expertise built into the product and the way that how, how the product helps you think differently about building and deploying and researching data is going to be a game changer.

14:19
And that’s built on the context of our entire heritage as a business.

14:24
And so giving you access to everything that Alchemer knows in the product when you’re going and deploying only makes you faster, better, smarter, on top of your evolution as a practitioner.

14:34
And 3rd, and this one’s really important AI native, but human first, you know, at every point in the journey, Iris allows you to control what you want to use it for and then continue to mature with it and grow with it, but also stay in control.

14:48
So you’ll notice in some of the demos today, although we’ve added AI capabilities to things like survey building, the survey builder still gives you all of the power and control that you had before to, you know, maximize your ability to work within the product.

15:04
AI is here to enable you to be that workforce multiplayer, but use it in to the extent that you feel comfortable and you feel like you you can continue to evolve with the product.

15:13
So, and on top of that, I think, you know, that’s the human first from from our customers perspective, but from an alchemist side of the house, nothing is going to change.

15:22
You’re still going to get access to our world class customer support team.

15:25
Our CSMS are here every day to help you.

15:27
I’m really proud of the way our team support our customers, but we’re here as a team of experts on call to help you achieve what you’re trying to accomplish through our product.

15:37
Awesome.

15:39
Let’s keep rolling.

15:41
I we’re going to get to some, I don’t know, show and tell and I I know that’s what folks are waiting for.

15:47
So the first, the product that we’re going to share, Ryan, is the AI Survey Builder.

15:52
I know you mentioned it, but tell us a little bit more about what this product does, how this works.

16:01
And the good news is the name says what it does.

16:04
But I think jokes aside, what’s really, really great about the way we think about our AI Survey Builder is that idea from idea to draft to a draft survey in under a minute.

16:15
It’s really important.

16:16
And you know, as I’ve sat with our product team and others in our businesses, we’ve talked about these types of capabilities.

16:23
The the constant concept that we always talk about in the center of these conversations is the level of expertise within our customer base.

16:32
We have unbelievable customers who can use our product to do unbelievable things.

16:37
And if we can’t deliver an AI enabled experience to drive what they’re doing first, right, like that’s the North Star.

16:45
We need to be able to have capabilities within our product that are seen by our customers as cutting edge and pushing the envelope forward across the usage of our product.

16:52
And so, you know, we’re designing for a future that AI enables somebody who starts day one within our product or enable someone who’s been using our product for the last decade.

17:04
And So what this products allowing you to do is be able to describe a survey you want in plain language, build a survey template and draft in a very quick amount of time.

17:16
That takes a lot of the heavy lifting out of the survey building that we all experience, right?

17:19
How do I write the right question?

17:21
How do I populate answers?

17:23
How do I write the right flow?

17:24
Do I design for response time or for the survey?

17:27
Taking experience doing all of that for you while allowing you to continually control the actual final build how you want to manipulate certain things.

17:37
All of the capabilities that you have in the builder today will persist in the future just being AI enabled, you know, so that you can get to the outcome faster.

17:46
I want to spend a second more on that Ryan, ’cause I think look, anyone could go to ChatGPT and be like, hey, draft a survey, right?

17:55
And then you could come over to Alkimer and you could build that survey out.

17:59
But ChatGPT doesn’t isn’t a a feedback expert, right?

18:03
Like we have 20 years of history, but we also have, you know, PhD researchers on our team and we have, you know, amazing market research customers.

18:15
And we can take all of this experience and we’ve built something that has that expertise, I guess, native to it, so that whether you know that that stuff’s happening in the background or not, it is happening.

18:27
And you can be confident that like, man, you’re going to get like a survey that uses those best practices.

18:32
I just, I love that, right?

18:35
It’s purpose built for what we’re doing, right?

18:36
It speaks our language.

18:38
It speaks the language that all of us speak when it comes to collecting feedback and it understands what you’re trying to go accomplish.

18:44
And again, the way we’ve built it is it spans the level of expertise in our customer base from someone who’s starting their very first survey on their very first day as an Alchembra customer, all the way to our customers who have been using our product for many, many years and gives them access to all this capability in the lens that matters to them.

19:05
Yeah, OK, I’m not going to make folks wait any longer.

19:10
Full disclosure, I hate live demos because everyone has been on the webinar and the live demo doesn’t work.

19:18
And I feel like that just puts you or whoever our presenters are in such an awkward position.

19:25
So those of you that are joining us today, we’ve pre recorded the demo video and Ryan’s going to speak to it and tell us what’s happening in the video.

19:35
So Full disclosure, not a live demo per SE, because we wanted to make sure it was a good experience for everyone.

19:42
So Ryan, if you’re ready, I’m going to hit play.

19:46
Yeah, so this is a screen that everyone’s very familiar with if you’re using our product.

19:51
Where Survey Builder is going to change is that now we have an option to generate with AI.

19:56
And what you’ll see on the screen right now is that we’re prompting it to create a customer support satisfaction survey for customers who contacted us in the last month.

20:03
We’ve given it some specific instructions to understand satisfaction, ease of getting help, issue resolution.

20:09
We’ve also told it to have a warm professional tone and then bound the survey into 5 questions.

20:16
That’s and.

20:16
And the survey taking experience takes less than 30 seconds.

20:19
And So what you’re seeing live right now in the demo video is it taking the instructions and then starting to pre build that template for you.

20:27
And so you’ll notice on the left there, we’ve got all of the question types that are currently available.

20:31
And we keep adding new questions types every month.

20:34
But what’s great about it is that it’s actually adding the language and the answers to the survey.

20:39
And because I’ve got AI assist now what’s happening is if I wanted to help edit the survey, I can do it with my AI assistant.

20:46
You can see that it’s asking it to make some changes.

20:50
It’s asking that if a customer, you know, has another issue, can we add another question?

20:54
So it’s actually going and building another set of questions for you.

20:57
It’s a way to engage with the survey building experience that enables you to go faster.

21:01
But you still have all of the capabilities on the left hand out there to do these edit yourself when necessary.

21:07
And I think this point right here is really cool.

21:10
Let’s go talk to AI about will this survey field successfully.

21:13
We all care about response rates.

21:15
It’s the most important thing to us in terms of quality of data.

21:18
This is now doing the analysis for you to understand whether the survey is structured correctly, whether it will feel correctly.

21:24
You know, apparently there’s a question in here where instead of using this, it suggests a different tactic so you can, you know, get a better question and answer so you get better responses.

21:33
But it’s doing all of this as your guide to sit alongside you to get to a version of this as fast as possible.

21:40
And again, what it’s doing here is you’re actually able to go drag a question up there yourself that if you think it’s faster to just add quick question to document someone’s preferred e-mail address, I can just drop that in there alongside my AI survey builder.

21:54
And then once it’s ready to publish, I push it to my builder.

21:59
And now I’m in the screen where I can start adding crazy advanced logic, piping all the great capabilities that, you know, everyone is very comfortable and familiar with today.

22:08
But the idea is it allows you to really focus on getting a survey out there as fast as possible.

22:13
And like you can see here, we just got this survey built in less than two minutes, and you could deploy this immediately and be in the game.

22:20
So it’s just such a game changer in terms of allowing us to go faster, make sure we’re leveraging all the expertise that we have behind the scenes to help you build those surveys as correctly as possible.

22:30
Engage with it to help you understand whether it’s going to feel correctly and make any suggestions, but ultimately still give you all the control that you need to make any adjustments that you wanted to make on the fly yourself.

22:42
So impressive, right?

22:44
Like you just built the whole thing like so quickly.

22:48
And I love that you can use AI.

22:50
I mean like we’ve all come to use, right, our AI tools.

22:56
It’s an ongoing conversation with the survey, right?

22:59
I can edit it, I can refine it, and I can see it all coming together in real time.

23:05
I will say I’ve been, we launched this capability into the platform a couple weeks ago and I have been creating probably way more surveys than I should because it’s just so easy that I’m like, oh, let’s, let’s go ask.

23:19
I’ll, I’ll share this one anecdote.

23:20
And you know, again, this is a recorded demo, but I use this all the time.

23:24
I actually use it Last week, I had a about four page SOP document that I wanted to build a basically a survey at the end to make sure that the checklist of things that needed to be accomplished as a part of the SOP was completed.

23:37
And what I did is I asked it to create a 20 question survey that fielded in less than 4 minutes that would be digitally optimized.

23:44
And I loaded just, I just literally copy and pasted the SOP to see what came out.

23:49
And I’ll say I made three adjustments to the survey and it happened in seconds.

23:53
And something that would have usually taken me a couple of hours to go build, deploy and manage took me less than probably 25 minutes, you know, start to end to get to a survey that I felt really comfortable and confident with that I can put out there for our teams to go use.

24:07
So great.

24:08
OK, that’s not the end of this though.

24:11
We have more things to share with folks.

24:14
Before I forget, if you have questions about what Ryan just shared or about the things he’s about to share, don’t forget to use the chat box or the Q&A box to ask your questions.

24:27
And we will try to get to those.

24:31
OK.

24:31
So, Ryan, we launched a dashboard product, gosh, a year ago now, I guess, and we continue to make enhancements, but now we’ve got some really cool things to share.

24:45
Tell us, tell us a little bit more about what you’re going to show us today.

24:49
Yeah, this is pretty slick.

24:50
I think the idea, you know, if you think about like all of your analytics journeys in the past, it’s been I’m trying to articulate a point of view or I’m going to paint a picture that I’m going to use to illustrate my, my perspective.

25:02
And everyone starts with, OK, here’s my data set.

25:04
What’s in my data set?

25:05
How do I visualize components of it?

25:07
And then how do multiple charts or visualizations together try to tell my story?

25:13
What if we could just completely flip that narrative on its head and just start with what I’m trying to go do as a vision for the dashboard?

25:21
And what this new product enhancement is going to do within our Clarity suite is generate a complete dashboard from a single prompt.

25:30
Just take a pause there because that’s like pretty slick.

25:32
I can just go in, tell it what I want the dashboard to go do and it will go in and look at all of my data and it will build a a series of visualizations that tells my narrative from scratch in real time, which refines your dashboards.

25:47
You know, you can refine it conversationally.

25:49
It helps you spotlight critical data.

25:51
It actually helps you see data that may be in your data set that you don’t know it’s there.

25:55
And it’s suggesting that you should incorporate it because it’s related.

25:58
This is going to change the game for the way that our customers think about looking at all of the data that’s available within the platform they have access to and going in and constructing that dashboard from the concept, not top down versus bottoms up, OK?

26:14
I think it this is one of those you have to see it to believe it kinds of things.

26:18
So same set up here.

26:20
Ryan recorded a nice video for us and now he’s going to tell us what’s happening in it.

26:26
OK, so you’ll notice this is in our our dashboard product.

26:29
If you go to create up here, now you have an option to create a dashboard.

26:33
So it’s going to ask you, this is literally the product thinks you want to build an entire dashboard.

26:37
So I’m going to create it.

26:38
And what I’m going to do is I’m going to instruct it to go create a dashboard to analyze the support quality across teams, agents, channels, regions, and product areas.

26:47
What the tool is doing now is it’s going in and looking at all the data that I have access to.

26:51
And it’s recommending the data sets that are applicable to this, to this storytelling.

26:56
And it’s giving you exactly what it wants to use, why it should be there, a relevant score, and it lets you choose what data you want to leverage for this dashboard.

27:05
So I picked data set #1 and now it’s going in and doing the work.

27:09
It’s building out all of those charts that would usually take, you know, minutes to hours to go complete and it’s building them for you across all of those key metrics.

27:19
It’s got three tabs of data already pre populated for you.

27:22
It’s giving you the the it’s showing its own work in terms of what it’s done.

27:26
And now it’s even asking you what would you like to do next?

27:29
In this case, it’s asking, you know, one of the things I want to do is go add some filters.

27:34
It’s pre populating the filters that are already available because it understands the data context that’s back there.

27:39
And what it’s doing now is it’s adding all of those filters to the dashboard at a dashboard level so that you can quickly get and segment your data.

27:46
You’ll notice here that the segmentation is based on region.

27:49
It allows me to go in and quickly select the EMEA region.

27:52
And then it applies that filter all the way through the data set, across the dashboard and all the visualization that it’s built on your behalf to represent the story you’re trying to tell.

28:03
And we’ll quickly just turn those filters off.

28:07
But now this is where it also gets super slick.

28:11
So this is that first thing we talked about, which was to help me see the CSAT score by channel, by region, by product area.

28:20
It’s got all of your team and agent performance.

28:22
It’s got all the 15 agents worth of CSAT score data because all of that’s in the data set it’s going in.

28:27
And it’s helping you visualize all of the data in a way that is there, including building out multiple tabs of dashboards at the same time.

28:35
So you’ll see here we’ve got the resolution data that’s associated with these responses is also included in this dashboard.

28:41
And from that one simple prompt, it has built all of this data story together.

28:48
And all of that time that you would have had to take to go in and build each one of those charts individually now accelerates.

28:55
Because now what I can do is go figure out why is something happening within a specific region?

28:59
Why is something happening within a specific channel?

29:02
And that acceleration of insight to action is visualized in real time here for you all today.

29:07
But this concept of coming in and talking about what’s the story I want to tell and then letting the tool do the heavy lifting, including a lot of the analytics work on the back end to sort through that data is a game changer.

29:20
I mean, I don’t know, I’m kind of speechless because you’re right, it would take hours and hours to build some of some of these, right?

29:28
Because the nuance or I want to slice it this way like it’s just so quick.

29:36
I think our customers that have been, I don’t know, I mean, I think our standard dashboard product is great and you can do things fairly quickly, but I think our customers are going to just love how simple and straightforward this is.

29:49
Like, you know, like again, I, I use the example of sitting in a meeting.

29:53
Somebody asks a really good question about what’s happening with something.

29:56
And instead of that questioning turning into a week’s worth of work in a project, you can come into the product, ask it that question, talk about how you want it visualized, and then let the tool do the heavy lifting so you can get to those answers even faster.

30:09
Maybe even in the same meeting as you’re sitting there, if you’re, you know, a multi Tasker for sure.

30:14
I mean, I think if we go back again to the beginning, like our customers are telling us, there’s so much feedback.

30:21
They don’t know how to make sense of it.

30:23
And that there’s expectations that they do this faster, right?

30:28
That they get to insights faster, that insights can be used to make decisions faster.

30:31
And I think I, I don’t know how it would get much faster than this, right?

30:36
Like that, that, that acceleration of expertise.

30:39
Not everybody is built like a data scientist, right?

30:42
Like a lot of us have day jobs that require us to engage with our customers.

30:46
This tool provides that expertise to help you visualize it correctly, visualize it in a way that’s easily represented.

30:53
And again, letting letting the tool and the expertise behind it help drive how do you get to these answers to the questions that you’re asking without having to build that bridge yourself way faster?

31:05
Awesome.

31:07
OK, before we’re going to show share a couple other things that are coming next and what you know what our customers can expect.

31:16
But I wanted to take a second.

31:17
Ryan, not everyone on today’s call is as I mean may not be that familiar with Alchemer.

31:25
So I wanted to take a second and hit on why are companies even choosing us, you know, in the 1st place?

31:31
And I think you just showed two really great examples, right, where we understand what our customers are needing and we build a product to hopefully solve those problems for them in, in, in a way that is easy for them to use.

31:46
I think, you know, we for 20 years have been doing this right.

31:50
So we’re really trying to solve the the needs of mid market companies and their feedback programs.

31:55
I think Iris really is an evolution of that right now.

31:59
We’re moving into the AI era and so we’ve built something that can leverage the amazing things that AI unlocks for us.

32:06
I think if you ask our customers, they’ll be excited about that.

32:09
But probably the number one thing they’re going to talk about is actually not the product at all.

32:14
It’s it’s your team, right?

32:15
It’s that 81% of our new customers rate our support better than other providers, which I think is a reflection of not just our customer support team, but also our implementation and onboarding team.

32:29
So we don’t charge for those services.

32:33
They just every customer gets access to those teams and those teams are so knowledgeable.

32:39
And I think the other thing that I guarantee you folks will talk about is just how available that customer support team is.

32:46
It’s real people that you call us and they answer the phone in less than two minutes.

32:53
And to make sure that everyone is successful, you know, you’ve built a really world class customer success team.

32:59
And so every account gets a customer success manager.

33:02
And that might be to make sure that, you know, they’re getting the full value out of the platform today.

33:07
But really it’s how do we help them, our customers understand what comes next, what else they could do, how they could get to whatever that need is easier or faster through the platform.

33:23
I mentioned that the capabilities you shared are coming with Iris or embedded into Iris.

33:31
I we might have a slide on this, but maybe I’ll just hit it now because I it’s, it’s already popping up in the questions about, well, when can I get access to Iris?

33:40
And so I think, you know, correct me where I get the timing wrong.

33:45
We’re making it available to our digital customers 1st and that’s actually happening right now.

33:52
Customers that use this for digital feedback and our dashboard product are getting access 1st and then we’ll be moving other customers sort of into the platform.

34:03
As customers come in, they have the opportunity or the capability, I guess, to turn the new IRS experience on or off.

34:12
So if you get in there, you can always revert back.

34:16
I think my favorite part is that there’s no surveys to rebuild, no data to move, right.

34:22
So this isn’t a migration to a new platform.

34:25
As customers get into the platform, they will have all of the capabilities there with all their surveys and their historical data.

34:35
I know we’re going to continue to move customers through the end of this quarter and probably a little bit into early next quarter depending on the configurations that customers have.

34:44
And as that’s happening, we’re going to roll out more capabilities and there’s, I don’t know, more than a handful on this slide of things that are coming.

34:53
Do you want to maybe hit on a couple of these?

34:57
Yeah, I mean, I think, you know, again, you ask why are you building these things?

35:01
It’s because this is what our customers are asking us for, right?

35:03
Like these are the problems that our customers are asking us to go solve.

35:06
So 1, you know, bring your own AI, the MCP is coming.

35:10
I know we get a lot of questions about that, but that way you can hook up your your tool of toys to it, you know, obviously extending the survey builder experience into Connect.

35:19
So how do I integrate it?

35:20
How do I do distribution with AI on top of that?

35:23
That’s there.

35:24
It’s coming soon.

35:26
You know, again, I think the, the great thing about what AI is going to do is, I mean, not to say it’s going to get rid of things like templates, but you know, if you’ve got the expertise built into the box, you don’t need templates anymore.

35:36
You can ask it to go do something for you and it’s going to create the actual content for you.

35:40
And so, you know, you’ll start seeing programs built for your industries and your businesses in the context of that expertise so that it’s focused on exactly what you’re trying to go do and the missions you’re trying to go solve.

35:51
And then I think on that unified intelligence box, it’s again, the next best thing is going to be now you can build dashboards.

35:56
Let’s have some agents monitoring your data over time and starting to make suggestions for you on what to pay attention to.

36:01
Because again, what I hear from our customers very, very frequently is rarely do our customers not know the five biggest things they need to go do to improve their customer experiences, right?

36:12
Like that’s that anecdotal story is always there and will continue to persist.

36:16
But this is now how you get to that next level, the next 5 and the next 5 and the next 5.

36:20
And you can, you know, you leverage the capabilities in the product to drive the curiosity on how do I start making more improvements on a daily, weekly and monthly basis while still focusing on the really big transformational and strategic moves that you want to make for your customer base.

36:34
So more and more to come there.

36:36
But again, we’re going to start releasing this stuff very, very quickly if I’m sure Bo’s about to tell us how we get, if you can get access to the products, but start getting into it to really select our support teams here to help you as you start to play with the new capabilities.

36:51
There we go.

36:51
There you go, Bo, take it away.

36:54
Well, you’re right.

36:55
So like I said, some of these things are already available AI Survey Builder, for example, and the dashboard updates will be available very soon.

37:07
So that you know, is available to all of our survey customers, all of our dashboard customers.

37:13
But if you’re like, man, I can’t wait to have Iris to open up the platform, ask it a question and just go here’s here’s what you should do and what to expect.

37:26
So if you’re a current customer, like I said, you’re going to have some capability as soon as now, but over the next, you know, let’s just say two to three months, you’ll be hearing more from us and from your CSM on kind of what your path and timing is to get into the new platform.

37:45
So be sure to look for for that communication.

37:50
If you’re new to Alchemer or you’d like to give Alchemer a try, we’re going to make it easy for you to do that too.

37:58
We can get you up and running in the platform in less than 30 days so that you’ll be one of the first customers to experience IRS as well.

38:08
And then you know, from there you just get to enjoy all the capabilities, right?

38:13
So you’ll have all the, the AI capabilities, but you’ll also have access to all of our our teams.

38:21
You’ll have all the, you know, support that I mentioned that Ryan’s organization provides.

38:26
All of our customers get access to that.

38:30
Let’s see.

38:32
Oh, we’ve got some FAQs because we knew there’d be a lot of questions.

38:37
I think I just hit the first one.

38:39
So if you want access, we’re going to put up AQR code in a second and a poll.

38:46
And if you answer that poll, the team will reach out and kind of get you into the right path.

38:53
Ryan, will you take this one?

38:54
How is Alkimer’s AI different from other tools?

38:58
Well, I think first and foremost, it’s built for our customers, right?

39:01
It’s built for the problems that you all are trying to solve with our product.

39:06
And it’s in the context of our tool.

39:07
So, you know, we want to make sure that when we give these type of capabilities and put them in the hands of our customers, there’s a level of depth to it that you will all find really valuable.

39:17
And I think what you’ll find in a lot of these capabilities other places is that they just don’t go very deep.

39:22
And what we’re committed to is making sure that the depth of which you’re using our product today when we apply AI is that level of depth.

39:29
And we’re going to push the envelope to make sure that the most powerful aspects of our product continue to get exposed by through AI and make it easier for everyone to get access to all that power and capability in our product.

39:42
Perfect.

39:44
Does this work across surveys and reviews?

39:48
You want to take that one?

39:49
Yes and yes.

39:50
So the idea is again, the data that you’re all bringing together is all usable and that those those different places where data originates and gets combined is channel.

40:00
And the channel is really important to understand the context of what people are talking about and where.

40:05
But again, it’s it’s deploying it across the entire suite of data that you’re able to capture with the algebra platform.

40:12
We have a question on this, so I’m just going to ask it now on kind of the.

40:20
Overview slide of what Iris is it said voice coming soon and you’re talking about channels.

40:26
So I don’t know.

40:27
Ryan, do you want to give a little tease on what voice mean?

40:31
Again, our customers have been asking us, we’ve done we do an awesome job with open text analytics at scale.

40:36
This is how do we go get voice data at scale.

40:38
And so we’re going to bring a product in that allows you to listen to your support calls or to sales calls anywhere where you’re talking directly with your customers.

40:48
We can bring all of those conversations into the product and provide the level of analytics that you’ve come to expect from Alkimer on that new channel with data.

40:58
And, and again, with lots of great AI capabilities in there so that your analysis is fast and thorough and you can get into sentiment and all those things.

41:09
And I’ll just also add, it includes, I don’t think you said this support tickets.

41:13
So you get voice and more voice and more.

41:21
Let’s see, do I need technical expertise to use Iris?

41:26
No, you definitely do not.

41:29
Just like you don’t need technical expertise to use any of Alkimer’s products today.

41:33
I think that’s one of the things that makes us really unique in this in this space is that we want everybody to be able to open the platform and do whatever it is they need to do and then more right.

41:46
So you’ll you’ll see Iris is right down that path.

41:50
No technical expertise.

41:53
How about this one, Ryan?

41:54
Can I control when AI assists versus automates?

41:58
Absolutely.

41:59
I mean, that’s that’s the whole AI native human first is, you know, we want to make sure that the capabilities are there for you to decide where to deploy them and explore them.

42:08
And so if you like to use the AI survey builder to create the kind of the the text templates for the questions, and then you want to take it off and and continue to build it the way you’ve always built surveys, that’s totally fine.

42:21
If you, you know, want to use more standard reporting sometimes and you want to use AI driven dashboards on a different occasion, of course, you can go do that.

42:29
And so the idea is, you know, really putting you in the driver’s seat of controlling when AI can be deployed and why, and then letting you grow into how it becomes more of an impactful tool for you as you deploy your projects for your customers.

42:43
I think another example of this is responding to reviews.

42:47
So you could manually respond to every review.

42:49
And we certainly have customers that choose to do that.

42:52
You can use AI to draft a response, right?

42:56
And then you just need a human to pop in and either modify or approve and publish the response to the review.

43:03
Or you can have AI do it all right, within boundaries.

43:08
So you could say I want AI to respond to every positive review, but never touch a name negative review or vice versa.

43:16
So I think, you know, another example of like we have made this so flexible and I guess controllable so that every customer can decide what’s right for them.

43:28
How accurate is the analysis, Barry?

43:32
I, I think, I think, well, I mean, here’s the thing, it’s, it’s kind of that’s a hard question to answer, like broadly, because it depends on the data sets and it depends on what you’ve asked and the prompts that come in.

43:41
But here’s what I will say is that when the tool is given data and you give it the proper context, it is very accurate.

43:48
And the best thing about the way the tool works is that the more you use it, the more it gets to know you, the more it gets to know your data, and it starts to understand more about how you talk to it.

43:56
Just like any other AI tool that everyone’s using out there, right?

43:58
The more you use it, the better it gets.

44:01
It also listens.

44:02
So if it’s something’s not right and you tell it’s not right, it will go and it’ll figure out kind of how to adapt itself to what you’re trying to go provide.

44:09
But again, I think the the thing that’s really specific and back to, you know, how does this make Alchemers AI different is that all of this is purpose built for what we’re doing here.

44:18
All of the capabilities that we’re giving you access to are purpose built for feedback.

44:22
And so it has the context of all the things that we’re doing on top of our expertise that we built into the product from a context perspective to really empower the accuracy to go one step beyond taking this and throwing it directly in the cloud, right?

44:35
That doesn’t have the context that all of the product has when it’s purpose built for what we’re doing.

44:39
Yeah.

44:41
I mean, the next one’s kind of a Gimme 2, but is my data secure?

44:44
Absolutely.

44:45
And we’ve talked about this for years and especially as it’s accelerated into AI.

44:49
As you know, we’re really proud of our our data privacy and security stance here at Alcimer.

44:54
And it’s something that we continue to focus and invest in very heavily because we know that data privacy and security is top of mind for all of our customers.

45:02
And we want to be the shining star and North star for our industry in terms of what that means for you and your businesses.

45:08
So absolutely.

45:11
OK, so we’re going to put up a poll.

45:13
If you are interested in learning more about Alkamer Iris or Alkamer in general, you know, answer yes on the poll, tell us and we will reach out and get in touch and either answer your questions, get you on the wait list, whatever, whatever you’re interested in.

45:32
So while folks are taking that poll, Ryan, lots of questions.

45:37
I jotted down a couple that I wanted to ask about integrations.

45:42
If you, if a customer currently has integration set up, will they be able to use those integrations with Iris?

45:50
Absolutely.

45:51
Connect is fully integrated with Iris and we can, we will we have a road map that will continue to bring more and more of that capability into the eyes of Iris over time.

46:02
Love that.

46:04
Do I have to use Iris or can I just do these things myself?

46:09
Your choice.

46:10
I would suggest maybe starting with Iris to see how it can be an accelerator for you.

46:14
But if you want to build surveys the way you’ve always built surveys, all of those capabilities are also in the product and we don’t have any plans on taking anything like that away anytime soon.

46:25
Iris is an accelerator in towards another tool set of leveraging all those capabilities, but not a replacement if that’s what you want to use.

46:34
Last question, because I know we had said 45 minutes and we’re a little bit over, but I, I’m seeing a couple questions around like, well, is this compatible with my survey platform or my reviews?

46:48
I think they’re, they just mean like they have a, you know, 1 of Alchemist products.

46:53
Is this compatible or will Iris be compatible with what they’re using today, like as a competitive product?

47:01
No, no, I think they mean like they have Alchemer for a reputation.

47:06
Yes, absolutely.

47:07
So again, the whole concept around IRS is bringing all of this together into a single platform.

47:12
That’s again, right now everything is a little bit in the context of the products that you’re using.

47:18
What this unified experience looks like is now asking you to think about your feedback as a, as a solution, not as a like the channel.

47:25
And so if you’ve got review data with us and you’ve got survey data with us, now Iris brings it all together into a single location where all of that data is accessible.

47:33
I think maybe for customers that only have, you know, 1 Alkimer product, whether that’s listings or reviews or survey digital, I think probably this does another thing besides bring all the data together.

47:47
It just makes it easier to add those channels, right?

47:50
Like it, it’s just with, you know, one call, we can get you set up to, to add more feedback into your, your program.

48:00
Ryan, anything you want to add?

48:02
No, I just again, really appreciate everyone on, on the webinar today.

48:06
You know, we love our customers and appreciate everything you guys do for us and what you have pushed us to do with our product.

48:12
And, and hopefully as you get into IRS, you really, really enjoy it.

48:15
And you know, one thing I would ask is obviously as you’re using the product, provide us our, you know, your feedback for what you like and what you want to see improved.

48:23
We listen to all of it extensively.

48:26
I mean, that’s why we do what we do.

48:28
So, you know, I’m really excited for you all to try it and start using IRS and all the great value it’s going to help bring to your organizations.

48:36
That was a perfect segue.

48:37
Thank you.

48:39
If you have feedback on today’s webinar, if there’s maybe there’s a webinar topic you’d like us to cover that we haven’t covered or you have a product suggestion, whatever that might be, please use this QR code.

48:55
Tell us, tell us what you, what you want, what you need, what you think about the webinar so we can, we can get it right for you.

49:03
So with that, Ryan, thank you.

49:05
I appreciate you taking the time to join me and telling everyone about more about Iris and what’s ahead.

49:11
Awesome, thank you both.

49:14
All right, take care everyone.