The New Era of CX Intelligence is Here

By
Mikhail Dubov
Last Updated:
June 30, 2026
Reading time:
5
minutes

‍ **The future of CX Intelligence: Speed, precision, and confidence**

Chattermill has always been at the forefront of applying AI to CX Intelligence. We were among the first to apply deep learning and transformer technology - the foundation of today's most powerful AI systems - to analyze customer feedback at scale. We've partnered with brands you know and love - Uber, E.ON Next, HelloFresh, H&M - helping them transform their customer experiences and watching AI reshape an entire industry.

The future of CX Intelligence is extraordinary - and it's arriving faster than any of us expected.

Algorithms grow more sophisticated every day. Autonomous systems handle complex reasoning. AI capabilities that seemed impossible months ago are now commonplace. And these advances have completely rewritten what's possible - and what customers expect - from CX Intelligence solutions.

For years, companies had to sacrifice either depth of analysis, speed from insight to action, or confidence in their findings. But businesses no longer accept these trade-offs. They demand precision, speed, and insights they can trust from every AI system they deploy.

We decided it's time for a new standard - one without compromises.

Our mission: defining the new standard

At Chattermill, we're reinventing our platform to deliver customer insights with unmatched precision, accuracy, and speed to action. Our mission is simple: provide insights that are precise, actionable, and trustworthy - delivered the moment you need them.

Today, we're opening early access to three powerful capabilities, each shaped by countless conversations with teams that told us exactly what was missing from their toolkit.

Observations automatically extract precise, quantified insights from customer feedback, identifying specific issues your team can tackle right away.
Highlights take these insights further by identifying key takeaways, with each finding traced back to verified customer quotes.
Ask Lyra is your copilot for customer insights. Simply ask a question about your customer data in plain English and get instant, data-backed answers.

We couldn't be more excited to show you what's possible.

Introducing Observations: Precision insights the moment you log in

Introducing Observations | Chattermill Product Update - YouTube

Introducing Observations | Chattermill Product Update

Every successful business operates on two levels of insight: the strategic view that reveals patterns and trends across segments and time, and the granular view that pinpoints exactly what needs fixing right now. The strategic lens shows you where to focus your efforts, while the granular lens reveals the specific actions to take.

The truth is, customers experience your product in specifics, not abstractions. Strategic insights set your direction, but meaningful improvements happen when you can identify and fix these precise pain points.

This is exactly why we created Observations.

Observations automatically surface granular, quantified insights from within your customer data. They're designed to be immediately actionable - enabling your team to identify, prioritize, and resolve specific issues without delay.

While Themes capture strategic trends across your customer feedback, Observations go deeper - surfacing the most specific, granular issues within your product. It's the difference between knowing "customers are frustrated" and knowing exactly which button, which error message, which workflow is causing that frustration. This creates a new layer of intelligence that's precise, accurate, and immediately actionable.

Here’s what you get with Observations:

Precision insights the moment you log in: You get an instant list of granular issues and praises automatically extracted directly from customer feedback.
Quantified results: Each observation is ranked by actionability and impact, with quantified data behind it, so you can prioritize the most important issues.
Evidence behind every insight: You can click on any Observation to view the actual feedback snippets, then read full responses for complete context.
Complete customization control: Account admins can merge and rename Observations.
Available everywhere in the app: Observations are integrated across the entire Chattermill platform. You can use them as filters, add them to reports, and create dashboards.

I believe Observations will fundamentally transform how you work with customer feedback. Instead of spending days manually analyzing data to find what needs your immediate attention, they will automatically surface issues that your team can tackle right away - all with the highest level of accuracy and precision.

Highlights: From insights to action, at unprecedented speed

Explore Powerful Highlights | Chattermill Product Update - YouTube

Explore Powerful Highlights | Chattermill Product Update

Observations deliver the granular insights your team needs. Highlights complement them perfectly by synthesizing vast amounts of feedback into clear, trustworthy takeaways you can act on with confidence.

The current landscape of AI summarization is broken. We've watched teams struggle with AI tools that promise to distill customer feedback but deliver little more than fiction. When you're processing thousands of customer comments, these tools crumble - producing vague insights at best, complete hallucinations at worst. Without solid evidence and the ability to verify results, these summaries are leading teams down paths that don't reflect customer reality.

This is precisely why we developed Highlights - a completely different approach to understanding customer feedback at scale. We rebuilt summarization from the ground up, prioritizing accuracy, verifiability, and quantified data at every step.

Chattermill automatically generates Highlights from your comments, reviews, or survey responses, surfacing the most important insights while grounding each one in quantified, verifiable data. This approach ensures you receive summaries that are both precise and reliable.

Here’s what makes Highlights so powerful:

Accurate and reliable summaries: You get reliable summaries from cutting-edge AI models that handle large data volumes, built for accuracy and precision.
Quantified results: Highlights are underpinned by Observations, with quantified data behind every insight, ranked by actionability and impact.
Verifiable and auditable results: You can verify every insight by clicking through to see the real customer feedback that supports each point.
Available everywhere in the app: Highlights are integrated across the entire platform - click on any data point to get an accurate summary instantly.

Ask Lyra AI: Your copilot for customer insights

Have questions? Ask Lyra | Chattermill Product Update - YouTube

Have questions? Ask Lyra | Chattermill Product Update

Finally, we recognize that extracting meaningful insights from analytics platforms typically requires specialized expertise - building reports, applying the right filters and segments, and combining multiple data sources. Yet most CX, Support, and Marketing teams need immediate answers to business questions without the technical overhead.

Ask Lyra bridges that gap by turning your questions into instant, data-backed answers. It's your copilot for customer insights - the front door to understanding your customer feedback. Simply ask a question in plain English and get comprehensive responses grounded in your actual data.

Powered by our proprietary Lyra AI technology, it works like a knowledgeable team member who knows everything about your customer feedback. No need to learn the structure of the data, how to build reports, or analyze data yourself - just ask a question and get the insights you need.

Here’s how Ask Lyra simplifies customer feedback analysis:

Instant answers to business questions: Simply ask questions in plain English and get instant, quantified insights from your customer data.
Smart query interpretation: Lyra automatically applies the right filters based on your question - no manual report building or segment creation required.
Backed by Observations & Highlights: Every answer includes a digestible summary ( Highlights) plus a list of specific customer issues ( Observations).
Access to customer quotes: See the exact customer quotes and feedback snippets that support each insight.
Built for everyone: The intuitive interface makes CX Intelligence accessible to all teams, regardless of analytical expertise.

Our early access program opens today

Observations, Highlights, and Ask Lyra are now available in Open Beta.

Due to overwhelming demand, we are rolling out access gradually, prioritizing teams that move fast, need precise customer insights, and can help shape the future of our platform.

If you’re a Chattermill user, sign up here and we’ll be in touch! You can also reach out to your CSM to express interest.

Not a Chattermill customer yet? Book a tailored demo to see these features in action with your own use cases.

Want to see all three features in action? Join our webinar on October 15th at 4:00PM BST / 11:00AM EST for a detailed preview.

This is day one of a new chapter for Chattermill. We can't wait to see how you use Observations, Highlights, and Ask Lyra to transform your customer feedback into action.