Alchemer Unveils Expanded AI Capabilities that Transform Customer Feedback into Actionable Intelligence

Purpose-built AI platform Alchemer Pulse dramatically reduces feedback analysis time and quickly delivers measurable business outcomes

LOUISVILLE, Colo.--(BUSINESS WIRE)--Alchemer, a leader in customer experience and feedback technology, today announced an expansion of AI capabilities in Alchemer Pulse, a fully AI-powered insights automation platform that transforms open-text customer feedback from anywhere into actionable intelligence.

Organizations are drowning in unstructured feedback from surveys, support tickets, app reviews and more. Teams spend hours manually reviewing and coding thousands of comments, only to end up with inconsistent data, slow insights, and often-overlooked trends and opportunities. Alchemer Pulse solves these challenges with purpose-built AI and machine learning models trained exclusively on an organization’s own data, language and context.

Alchemer Pulse quickly, securely and accurately synthesizes hundreds of thousands of open-text comments across multiple languages, automatically classifying each response across themes and sentiment to show precisely what’s driving customer satisfaction, spot trends, and prioritize fixes and features.

With purpose-built AI from Alchemer, results are tailored for specific business needs. For example, Pulse includes optimized tagging and theming for open text and is built for scale. It handles hundreds of thousands of comments (e.g., multi-language, misspellings, short mobile replies), where free, off-the-shelf chat tools hit context limits and drop details. Additionally, Pulse applies purpose-built AI to deliver consistent trend tracking by using a stable, business-specific theme model, so month-over-month comparisons are trustworthy.

“Alchemer Pulse represents the next chapter of our AI journey,” said Ryan Tamminga, Senior Vice President, Customer Success and Product, Alchemer. “It 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.”

New Features Drive Deeper Intelligence

Alchemer Pulse helps organizations understand the nuance of customer sentiment and provide reliable insights at scale. New AI-enabled features include:

• Observations dive deeper into individual themes to uncover nuanced customer phrases such as “refund not received” or “label won’t print” that reveal specific pain points and emerging trends.
• Highlights deliver executive-level reporting that automatically summarizes key findings, providing concise, actionable intelligence for leadership teams.
• An ask-the-data conversational AI experience allows users to query their data in natural language and receive instant, context-rich answers.

From onboarding to analysis, Alchemer Pulse is designed for ease of integration and use and faster business impact. It synthesizes data from Alchemer Survey, help desk tools like Zendesk or Freshdesk, and public channels such as the App Store, Google Play, Trustpilot and other sources, consolidating every voice into one clear, unified view. This dramatically reduces analysis time and quickly delivers business value for customers including Bethink Labs, BMO, Generac Power Systems, GitHub, Harbor Freight, Ikon Pass and thousands more.

• One consulting firm reduced manual work by approximately 50% and uncovered entirely new revenue streams.
• A software company discovered it had nearly twice as many customer segments as previously believed, insights that helped it achieve double-digit revenue growth by building features aligned to customer needs.

The new AI capabilities in Alchemer Pulse are available now for select customers and will be available to all customers in early Q1 2026.

About Alchemer

Alchemer empowers customers to do more with feedback. From a one-time survey to sophisticated feedback programs, Alchemer gives customer-obsessed teams the clarity to move from asking to action with powerful software and purpose-built AI. More than 11,000 organizations use Alchemer to collect feedback and connect it across their organizations through integration and automation. Alchemer gives CX, marketing, product, HR and market research professionals clear, actionable insights. Founded in 2006, Alchemer is a KKR portfolio company.

For more information, visit www.alchemer.com.