News
Key Takeaways
- Alchemer Pulse uses AI to process unstructured customer feedback.
- New features extract trends and surface executive-level intelligence at scale.
- Customer experience leaders gain timely, tailored insights to prioritize action and drive measurable results.
Alchemer expanded AI capabilities in its Pulse platform on December 10, 2025, adding features to transform unstructured customer feedback into business intelligence.
The Louisville, Colorado-based customer experience technology provider launched three AI-powered tools: observations for detailed theme analysis, highlights for executive reporting and conversational AI for natural language data queries.
According to company officials, the platform addresses challenges organizations face when processing feedback from surveys, support tickets and app reviews. The system uses machine learning models trained on each organization's specific data to analyze hundreds of thousands of comments across multiple languages.
Table of Contents
- What's Inside: A Closer Look at Alchemer's AI Toolkit
- The New Intelligence Layer in Customer Feedback
- The Automation Layer Behind Modern CX Strategy
- Early Wins From Alchemer’s AI Rollout
- Meet the Maker: Alchemer’s CX Legacy and Focus
What's Inside: A Closer Look at Alchemer's AI Toolkit
| Feature | How It Works |
|---|---|
| Observations | Analyzes themes to identify specific customer phrases revealing pain points. |
| Highlights | Generates executive summaries of key findings for leadership teams. |
| Ask-the-Data AI | Enables natural language queries with context-rich responses. |
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The New Intelligence Layer in Customer Feedback
AI's ability to extract business intelligence from unstructured customer feedback has upended the customer experience world. In fact, 88% of organizations already deploy intelligent automation or plan to within six months.
Using AI-backed CX metrics, companies can extract insights from vast customer data volumes. Organizations leverage conversational AI systems to gather and analyze large volumes of data from customer interactions, revealing preferences, pain points and needs.
Recent research found that 81% of businesses have implemented AI in contact centers, though gaps remain between business assumptions and customer preferences. Notably, 74% of customers still prefer phone communication for high-stakes interactions.
The Automation Layer Behind Modern CX Strategy
Enterprise platforms now provide automated workflows that identify optimization opportunities while enhancing real-time agent guidance. Companies are adopting these AI solutions to reduce manual workloads across customer service functions.
A 2025 survey found 93% of respondents believe agentic AI will enable more personalized, proactive and predictive services.
Organizations are moving toward an automated-first approach while recognizing that voice remains the highest-volume communication channel. Industry experts emphasized that AI isn't a magic fix, but a tool where effectiveness depends on organizational groundwork.
Companies that adopted AI in at least one business function increased from 55% to 72% between 2023 and 2024.
Early Wins From Alchemer’s AI Rollout
"[Alchemer Pulse] gives organizations the clarity they need by uncovering the 'why' behind customer and employee feedback, transforming unstructured comments into meaningful, contextual and secure intelligence. This is AI with purpose, built to empower faster decisions, stronger relationships and measurable business outcomes."
- Ryan Tamminga
Senior Vice President, Customer Success and Product, Alchemer
The upgraded Alchemer Pulse integrates with Alchemer Survey, and helps desk systems including Zendesk and Freshdesk, along with public channels such as App Store, Google Play and Trustpilot.
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Early adopters reported significant operational improvements. One consulting firm reduced manual work by approximately 50% and identified new revenue streams, according to Alchemer. In another case study, a software company discovered nearly twice as many customer segments as previously identified, which the company says contributed to double-digit revenue growth.
The AI capabilities are available now for select customers, with general availability planned for early Q1 2026.
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Meet the Maker: Alchemer’s CX Legacy and Focus
Founded in 2006, Alchemer — a feedback and experience management provider — targets mid-market and enterprise teams in consumer-facing sectors such as retail, gaming, higher education, government and nonprofits.
