Turn everyday conversations and meetings into a continuous source of understanding with AI-powered judgment capturing for managers and executives.
Spiral
Analyze customer feedback from live chats, reviews, and calls using an AI agent to uncover sentiment trends, feature requests, and competitor mentions instantly.
About Spiral
Spiral is an AI-driven feedback analysis platform designed to help companies make sense of vast amounts of customer data across multiple channels. By ingesting and processing millions of data points including live chats, phone call transcripts, app store reviews, and survey responses, the tool allows users to interact with their customer feedback through a conversational AI agent. Instead of manually tagging tickets or managing messy exports, team members can ask natural language questions such as "What are users' biggest complaints about the app?" or "Which competitor keeps coming up in complaints?" to receive immediate, data-backed insights. The platform functions by integrating with popular customer service and feedback tools like Salesforce, Zendesk, Genesys, and Google Play. Once connected, it performs deep theme and sentiment analysis, identifies emerging issues, and tracks key performance indicators through a centralized dashboard. Advanced features include PII (Personally Identifiable Information) redaction to ensure data privacy and support for over 76 languages, making it suitable for global operations. Users can also set up automated notifications for emerging issues and receive daily or weekly AI-generated digest reports directly via Slack or email. Spiral is primarily built for customer experience (CX) leaders, product managers, and support teams who need to transform qualitative feedback into actionable product roadmaps or service improvements. It is particularly effective for scaling organizations that have outgrown manual review processes and require a unified taxonomy across different data channels. By consolidating feedback from disparate sources into a single searchable interface, it bridges the gap between support interactions and strategic decision-making. What distinguishes Spiral from traditional sentiment analysis tools is its conversational AI Agent interface and its deep integration with the UJET ecosystem. Unlike static reporting tools that provide backward-looking charts, Spiral enables real-time exploration of data through its query-based system. It offers significant scalability, from a free tier for basic app review scanning to enterprise-level solutions that handle unlimited feedback pieces with full historical backfill and dedicated success management.
Pros & cons
Pros
- Supports native integrations with major platforms like Salesforce, Zendesk, and Google Play.
- Provides automated PII redaction to ensure data privacy and security compliance.
- Includes a conversational interface for real-time querying of customer feedback data.
- Offers comprehensive multilingual support for over 76 different languages.
- Features a free tier specifically for scanning and analyzing Google Play reviews.
Cons
- The Free plan is restricted to a one-time scan and basic sentiment analysis.
- Slack integration and priority support are unavailable on the lower-tier plans.
- Pricing for paid tiers is custom-only, requiring direct contact with the sales team.
- Data backfill is limited to 6 or 12 months unless subscribed to the Enterprise tier.
Use cases
- Product Managers can query the AI agent to identify the most frequent feature requests across reviews and support tickets to inform the product roadmap.
- Customer Experience Leaders can monitor sentiment trends across live chats and phone calls to evaluate the impact of new service strategies.
- Support Operations Teams can use automated notifications to detect emerging technical issues before they lead to a high volume of tickets.
- Market Researchers can analyze competitor mentions in customer feedback to understand competitive advantages and weaknesses.
- Data Privacy Officers can leverage built-in PII redaction to ensure that sensitive customer data is stripped before analysis occurs.
Features
- conversational ai agent
- custom kpi tracking and analytics
- support for 76+ languages
- daily and weekly ai digest reports
- real-time emerging issue notifications
- pii redaction for data privacy
- automated theme and taxonomy analysis
- multi-channel sentiment analysis
Pricing
Starter
Price varies
- 2K feedback pieces per month
- 6 months data backfill
- Theme analysis
- 50 queries per day
- 2 data channels
- Daily/Weekly AI digest reports
- PII redaction
- 76+ language support
- Okta support
- Slack support
Growth
Price varies
- 10K feedback pieces per month
- 12 months data backfill
- Per channel taxonomy analysis
- Unlimited queries
- 3 data channels
- Slack integration
- Priority support
- Custom integrations
- Advanced reporting
- Emerging issues notifications
Enterprise
Price varies
- Unlimited feedback pieces
- Full historical backfill
- Unified taxonomy across channels
- Unlimited data channels
- Custom AI digest reports
- Return data feed
- Dedicated success manager
- Custom SLA
- 24/7 support
Free
Free
- Google Play review app scan
- One time limited feedback scan
- AI Agent access
- Basic analysis
- Sentiment analysis
- 20 queries per day
- Community support
- SOC 2 compliance
FAQs
What counts as a feedback piece in Spiral?
A feedback piece is defined as a single entity of customer interaction, such as one live chat, one phone call, one survey response, or one individual review analyzed by the AI system.
What happens if I exceed my monthly conversation limit?
Spiral will notify you when you are approaching your limit. You have the option to upgrade your plan or purchase additional conversations to maintain service levels.
Which data sources and integrations are supported?
The platform supports Google Play, Salesforce, Zendesk, Genesys, and Qualtrics. Enterprise customers also have the option to request custom integrations for their specific data needs.
Is my customer data secure on the platform?
Yes, Spiral uses enterprise-grade security including SOC 2 compliance and end-to-end encryption. They also provide PII redaction to ensure sensitive customer information is protected.
Can I change my subscription plan later?
Yes, you can upgrade or downgrade your plan at any time. Changes to your subscription take effect immediately and billing is prorated accordingly.
Ratings & reviews
No reviews yet. Be the first to share how Spiral worked for you.
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