AI Analysis & Insights

From Comments to Action

There’s a treasure trove of potential in your unstructured customer feedback - reviews, survey comments, emails, social media posts. The challenge is extracting meaningful insights from thousands of comments without drowning in data.

Our AI-powered analysis uses advanced artificial intelligence to understand what customers are saying, identify patterns, and surface the insights that drive real business improvement.

Secure AI Processing with AWS Bedrock

Your Data Stays Private

We build our AI analysis on AWS Bedrock, hosted in EU data centres. This provides critical data protection guarantees:

Your prompts and customer feedback are never stored or logged by AWS or model providers
No training on your data - your customer feedback isn’t used to train AI models
No third-party access - model providers like Anthropic and OpenAI have no access to your data
Complete privacy - your client survey data remains private and isn’t retained by any third party

We use multiple AI models depending on the specific analysis task, ensuring you get the best results while maintaining complete data security.

AI-Powered Comment Analysis

Understanding What’s Being Said

Our algorithms analyze customer feedback to understand context, sentiment, and meaning - not just keyword matching. Whether comments come from surveys, reviews, emails, or social media, the AI processes them to reveal what customers truly think about your business.

Theme Identification

Rather than reading thousands of individual comments, see themes automatically grouped and quantified. The AI identifies recurring topics - positive and negative - showing you what customers talk about most and how sentiment varies across different aspects of your business.

Sentiment Analysis

Beyond star ratings, understand the emotional tone of feedback. Sentiment analysis categorizes comments as positive, negative, or neutral, helping you prioritize which issues need urgent attention and which areas are performing well.

Multi-Language Support

Our system supports translation and analysis across 54 languages, so wherever your customers are, we can extract insights from their feedback.

From Data to Recommendations

We Don’t Just Throw Data At You

There’s more to working with Service Monitor than simply delivering analytics. We turn numbers into real stories and recommendations for positive change.

Our AI models specialize in customer feedback analysis, but AI is just the tool. We combine artificial intelligence with human expertise to provide context, suggest solutions, and act as an extension of your team.

Actionable Intelligence

We process thousands of comments at scale, highlighting trends and patterns that inform business decisions:

Which operational issues are systematic versus isolated incidents
What specific aspects of service drive satisfaction or dissatisfaction
How feedback varies across locations, times, or customer segments
What changes would have the biggest impact based on recurring themes

Expert Interpretation

Talk to us and we’ll tell you - where we can - of important developments clients have made as a result of what we’ve recommended. We love hearing about positive changes happening because the insight actually drove action. It makes the work worthwhile.

How AI Analysis Works at Scale

Processing Volume

The AI handles almost limitless scale, processing thousands of comments quickly and accurately. What would take weeks of manual analysis happens in minutes, providing timely insights when they’re most valuable.

Pattern Detection Across Your Business

Whether you operate 2 locations or 500, AI analysis identifies patterns across your entire estate. See which issues are location-specific and which represent broader trends requiring strategic attention.

Integration With Quantitative Data

Comment analysis works alongside your quantitative feedback - star ratings, NPS scores, satisfaction metrics. The AI helps explain why scores are what they are, providing the qualitative context that makes numbers meaningful.

Continuous Learning

Our models improve over time, learning from your specific business context and feedback patterns to provide increasingly relevant insights as they process more of your data.

Making Sense of Unstructured Feedback

Customer comments contain rich information that structured survey questions can’t capture - unexpected compliments, specific complaints, suggestions for improvement, and context about their experience.

AI analysis extracts this intelligence without requiring you to read every comment. You get the insights and patterns without the overwhelming volume.

Combined with your dashboards for visualization and instant alerts for urgent issues, AI analysis ensures you understand not just what customers think, but why they think it.