AI customer feedback analysis that turns NPS into a to-do list
It reads every comment, finds the themes behind the scores and tells each area what customers are asking it to fix.
You collect feedback and then nobody reads it.
The NPS number goes in a slide, but the hundreds of comments behind it sit in a spreadsheet. Detractors never hear back, and the same complaint shows up quarter after quarter.
- Companies running NPS or CSAT surveys with Typeform or Google Forms
- Customer experience and service leads who report on satisfaction
- Teams that want to close the loop with unhappy customers quickly
The agents
Designs and sends surveys at the right moment of the customer journey, then reads every open answer and groups it into themes with real quotes.
Drafts a personal reply to detractors and to customers who left a specific complaint, and sends it once a person approves.
Turns each theme into a task for the right area, keeps the list in Google Sheets and posts progress in Slack.
How it works
- Surveys go out by WhatsApp, e-mail or link after a purchase, a ticket or a set period.
- Answers arrive from Typeform or Google Forms, and Gaia tags each comment by theme and tone.
- Detractors and urgent comments get a drafted reply from Jaca that a person approves before sending.
- Nina creates actions for the areas involved, with the quotes that support each one.
- Every month you get the score, the themes behind it and what changed since the last cycle.
Example of what you get
Monthly NPS and feedback readout
- Score trend by segment, product or channel
- Top themes from open answers, each with three real customer quotes
- Detractors contacted, replies received and cases still open
- Actions assigned to each area and their status
What changes
- Every comment is read, not just the score
- Unhappy customers hear back from you while they still care
- Areas get specific feedback they can act on instead of a single number
Where a person is still needed. The team does not change prices, policies or products: it shows what customers say and who should decide. Very small samples give themes, not conclusions.
Works with what you already use
These are examples. Connect the tool your company already uses for the same job, or your own system through MCP or API.
Customer feedback analysis
How does NPS analysis AI read open-ended answers?
It reads each comment, assigns one or more themes and a tone, and keeps the original text attached. You can open any theme and see exactly which answers are behind it.
Can AI survey analysis work with the forms we already use?
Yes. It connects to Typeform, Google Forms and Google Sheets, so you can keep your survey and add analysis on top, or let the team send new surveys by WhatsApp and e-mail.
Is it safe to send customer comments to an AI for customer feedback?
Answers stay in your forms and sheets, the agents read them through official integrations, and replies to customers are only sent after a person approves. Every action is logged with its cost.
How fast can we get a first feedback readout?
If you already have survey answers, you can connect the sheet and get a first readout in the same session. There is no charge to open the team.
Can AI analyze NPS comments in different languages?
Yes. Gaia reads open answers in the language each customer wrote and groups them into the same themes, so a complaint in Spanish and one in English count together. The original quotes are kept as written, with the theme and tone attached.
What is the difference between NPS and CSAT, and can the team run both?
NPS asks how likely a customer is to recommend you and shows the overall relationship. CSAT asks how satisfied they were with a specific moment, such as a purchase or a ticket. Gaia can send each one at the right point of the journey and read both in the same readout.
When should a survey be sent?
Usually right after a moment that matters: a delivery, a closed ticket, the end of onboarding or a set period as a customer. You choose the moments, and Gaia sends by WhatsApp, e-mail or link so the question arrives while the experience is fresh.
Can I approve or edit the replies to detractors?
Yes, nothing goes out without a person. Jaca drafts a personal reply based on what the customer wrote, and the owner of the case edits or approves it before it is sent. You can also set the tone and what may or may not be offered in those replies.
Is this an AI customer feedback intelligence platform we have to migrate to?
No. The team works on top of Typeform, Google Forms and Google Sheets, and posts progress in Slack. Your surveys and data stay where they are; the agents add the reading, follow-up and action tracking.
How do we know the feedback is turning into change?
Nina keeps each theme linked to an action, an owner and a status in Google Sheets. The monthly readout shows whether the themes behind detractors shrink over the next cycles, and which actions are still open.