Athena your Customer Feedback Analyst

Plug-and-play skills

Athena ships with reusable intelligence skills — monitoring, diagnosis, clustering, prioritized recommendations and the governance that keeps them safe to share — so your team gets analyst-grade answers without wiring bespoke dashboards or prompts every week.

• Omnichannel feedback analysis

  Surveys, support conversations, reviews and tickets land in one place, ready to be compared side by side.

• Unified feedback taxonomy

  Every source is categorised the same way, so a theme means the same thing whichever channel it came from.

• NPS, CSAT & CES monitoring

  Your scores tracked continuously — with the movement explained, not just charted.

• Anomaly detection & alerts

  A metric that breaks its own pattern is flagged the same week, not in the next monthly review.

• Theme detection

  Open-ended answers group themselves into themes nobody had to define upfront.

• Sentiment analysis

  Every comment carries a score, so how often an issue occurs and how badly it lands can be weighed together.

• Root cause analysis

  When a score moves, Athena traces it back to the segment, channel or touchpoint behind it — before you have to go looking.

• NPS & CSAT driver analysis

  See which themes actually move your score and which are noise competing for the same attention.

• Pain point detection

  Recurring frustrations surface as named problems while they are still small enough to fix cheaply.

• Segment analysis

  Cut any finding by plan, market, journey stage or account to find where the problem concentrates.

• Churn risk prediction

  Accounts whose feedback pattern matches past churners surface while there is still time to act.

• Recommended actions

  Issues ranked by frequency and sentiment, not by who complained loudest or most recently.

• Automated reporting

  Executive briefings and weekly digests written from the data and delivered to Slack or email.

• Conversational analytics

  Ask in plain language and get the answer with the evidence behind it, instead of building a dashboard to go find it.

• Customer Intelligence MCP

  Query the same data from ChatGPT, Claude or Cursor over MCP, without switching apps.

• PII redaction

  Names, emails, phone numbers and account identifiers are stripped from open-text answers before analysis, so verbatim feedback can be shared without exposing who wrote it.