Topics Meaning Follow-ups Personas & new topics Alerts
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CONVERSATION & TEXT INTELLIGENCE
02 Analyse · Intelligence & Analytics

Every conversation, understood — in every channel and language.

One AI engine reads every survey answer, chat, call, review and social post — in 50+ languages — and codes it into the same topics, sentiment, intent, emotion and personas. It asks a follow-up when an answer is too vague, and flags what can't wait.

Request a Demo → See a comment coded ↓
AI CODING September
Post-flight survey · CA 1427 London → Lisbon · NPS 4

“The crew were lovely1, but we sat at the gate for two hours2 and the app still said 'on time'3.”

1Cabin Crew Courtesy & Attentiveness positiveconfidence0.93
2Flight Delay negativeconfidence0.88
3Flight Delay/Cancellation Notification negativeconfidence0.91
intent ·Complaint emotion ·Frustrated severity · Medium
PERSONA · Transparent Communication Seeker — wants timely, accurate information when plans change.
CityAir · September · 48,620 pieces of feedback, one AI engine
  • Industry topic models
  • Sentiment, intent & emotion
  • AI follow-up questions
  • Personas & new topics
  • Severity alerts & moderation

Every channel in.
One coded output.

Surveys, chats, calls, reviews and social posts used to live in different tools with different labels. Here they go through one AI engine and come out in one language — so a complaint means the same thing wherever it was made.

EVERY CHANNEL IN · SEPTEMBERONE CODED OUTPUT
Surveys 21,400 WhatsApp Transcribed 7,900 Calls Transcribed 9,800 Reviews 4,700 Social 4,820
One AI engine 50+ languages
TopicsWhat it's about → SentimentPositive or negative, per aspect → IntentWhat they want → EmotionHow they feel → PersonaWho's saying it → New topicsWhat's emerging → SeverityWhat can't wait →
Every call is transcribed, coded and scored too → Call Quality Monitoring

A topic model that already
speaks your industry.

Feedback is coded into topics built for your industry from day one — grouped into themes, tagged to the touchpoint they came from, and yours to edit. Key phrases show what's behind each topic.

TOPIC MODEL · AIRLINE

Ready from day one
    • Online Check-in Process 7,290Flight Journey Experience
    • Airport Check-in Queue Time 3,120Flight Journey Experience
    • Check-in Staff Courtesy 1,940Flight Journey Experience
    • Boarding Gate Process Management 2,610Flight Journey Experience
    • Boarding Order & Organisation 4,380Flight Journey Experience
    • Flight Delay/Cancellation Notificationnegative 8,270Flight Journey Experience
  • + 5 more themes
Start with the industry model. Add, rename or merge topics any time.

WHAT'S BEHIND IT

Flight Delay/Cancellation Notification· September
“app said on time”2,960
“found out at the gate”2,240
“no SMS or email”1,580
“gate changed without notice”910
“gate info didn't match the screens”420
Key phrases extracted from every comment on the topic.

KEYWORD GROUPING

app said on time · 1,140 status still showed on time · 820 app didn't update · 610 no delay alert · 390
↓ App showed 'on time' during a delay· 2,960 mentions Different words, one problem — approved by your team, counted once.

Don't just see the score.
See why.

A single comment can praise the crew and slam the delay in the same sentence. Each part is scored on its own, then the AI adds what the person wants and how they feel.

ONE COMMENT, TAKEN APART

Post-flight survey · CA 1427 London → Lisbon · NPS 4

“The crew were lovely1, but we sat at the gate for two hours2 and the app still said 'on time'3.”

1Cabin Crew Courtesy & Attentiveness positiveconfidence0.93
2Flight Delay negativeconfidence0.88
3Flight Delay/Cancellation Notification negativeconfidence0.91
One overall score would have called this comment neutral.

WHAT PEOPLE WANT · INTENT · SEPTEMBER

Complaint41%
Gratefulness22%
Information / process request15%
Suggestion12%
No intent6%
ChurnOpen case → Loyalty team4%
Churn intent is tracked on its own — not lost in a generic negative bucket.

SAME COMPLAINT, FOUR LANGUAGES

TR

“Rötarı kapıda öğrendik, uygulama hâlâ 'zamanında' diyordu.”

Flight Delay/Cancellation Notification · negative
ES

“La app seguía diciendo 'a tiempo' y nos enteramos del retraso en la puerta.”

Flight Delay/Cancellation Notification · negative
DE

“Die App zeigte noch 'pünktlich' an – von der Verspätung erfuhren wir erst am Gate.”

Flight Delay/Cancellation Notification · negative
AR

التطبيق كان لا يزال يقول 'في الموعد'، وعرفنا بالتأخير عند البوابة.

Flight Delay/Cancellation Notification · negative
50+ languages, read in the language they were written in.

EMOTION

Frustrated Angry Disappointed Anxious Sad Neutral Surprised Trust Happy Excited
Highlighted: the comment above

When an answer says nothing,
ask one more question.

Many open answers say little more than 'fine'. When an answer is too short or too vague to act on, the AI asks one short, relevant follow-up — in any survey channel. When it isn't, the survey simply moves on.

Email survey · CityAir
CityAir · How was your flight?CA 1427 · London → Lisbon · 14 Sep
How likely are you to recommend CityAir to a friend?
012345678910
What's the main reason for your score?
It was fine I guess.
Thanks, Laura. What would have made this flight a 9 or 10 — boarding, the cabin, or something else?
Boarding was chaos. Nobody called the groups in order and my cabin bag ended up in the hold.

BEFORE / AFTER

WITHOUT A FOLLOW-UP “It was fine I guess.”
→General experience — neutralNothing to act on.
WITH ONE FOLLOW-UP “Boarding was chaos. Nobody called the groups in order and my cabin bag ended up in the hold.”
Boarding Order & Organisation · negative Boarding Gate Process Management · negative Intent: Complaint Emotion: Frustrated
→Two clear topics, one clear owner.
Runs in Web Email SMS QR Mobile WhatsApp Voice surveys
  • One follow-up at most
  • Only on open-ended questions
  • Rating questions are never changed
  • No reply? The survey simply continues.
The same follow-up runs in conversational WhatsApp and Voice AI interviews → WhatsApp Conversational Interviews

Know who's talking —
and what's new.

Personas build up from every answer a customer gives, so you see which kind of customer drives a topic. And the engine keeps looking for patterns your topic model doesn't have yet — your team decides what joins it.

TOP PERSONAS · SEPTEMBER

Transparent Communication SeekerWants timely, accurate, consistent information when plans change.
Persona NPS+6 Sentiment0.41mixed
Top negative: Flight Delay/Cancellation Notification Top positive: Cabin Crew Courtesy & Attentiveness
Built from each customer's answers over time — use personas as segments in dashboards, surveys and campaigns.

NEW TOPIC DETECTED

Confidence 0.84
Self bag-drop kiosk errors
212 mentions in 9 days ▲ rising
EXAMPLE PHRASES
“kiosk rejected my bag” “tag wouldn't print” “had to queue at the counter anyway”
Suggested placeCheck-in & Boarding
MENTIONS PER DAY · LAST 9 DAYS
41
Every suggestion comes with its evidence. A person approves it before it's added.

What can't wait
reaches a person first.

Severity rules pick out feedback that needs a person — safety, accessibility, data privacy, abuse or a valued customer about to leave — and create a task for the right owner as soon as it's analysed. Abusive language is masked before it reaches a shared screen.

CRITICAL

Mobility equipment damaged

 CA 1427 · Lisbon arrival · Post-flight survey · Accessible Flight Seeker “My wheelchair came off the plane with a bent frame.”
✓Case opened · Special Assistance team Due today

SEVERITY SETTINGS

CategorySeverityOwner
Safety concern Critical Flight Safety
Mobility equipment damaged Critical Special Assistance
Personal data exposed Critical Data Protection
Abuse toward staff High Ground Operations
Churn threat · Gold member High Loyalty team
Each rule opens a case with your template — and it's tracked to completion.

FLAGGED LANGUAGE

Public comment on social · @CityAir “Worst ******* boarding I've ever seen.”
Applies toReportsDashboardsReply queues
Choose how flagged language appears in reports and reply queues.
Reviews and social posts are answered from the same coded view → Reputation Management & Social Listening

From coded conversations
to what to fix first.

Because every channel is coded the same way, topics can be ranked by their impact on NPS — and the ranking holds up.

PRIORITY MATRIX · ALL ROUTES · SEPTEMBER

MAINTAIN STRENGTH HIDDEN RISK URGENT ACTION Cabin Crew Courtesy & Attentiveness Online Check-in Process Lounge Access & Service Quality Legroom Boarding Order & Organisation Flight Delay Flight Delay/Cancellation Notification +1.0 0 −1.0 Topic share (%) → NPS impact

ESTIMATED IMPACT

Flight Delay/Cancellation Notification Estimated NPS impact if fixed +2.6 An estimate from how this topic has moved NPS in your own data.

SEPTEMBER SUMMARY

  1. 1Flight Delay/Cancellation Notification is the top urgent topic — complaints rose after the 12 Sep app release.
  2. 24% of feedback carries churn intent, mostly from Gold members.
  3. 3New topic to review: Self bag-drop kiosk errors (212 mentions).
Rank every topic by impact, simulate fixes and get the executive summary → AI Insights & Predictive Analytics

Under the hood

50+ languages, one model

Feedback is read in the language it was written in.

Ready for your industry

Start with an industry topic model, no training period.

Known and new topics

Known topics are coded; new ones are discovered and suggested.

Yours to control

Edit topics, approve new ones, and show personal data by user role.
CONNECTED PLATFORM

Part of one customer platform.

03 · INSIGHT

AI Insights & Predictive Analytics

Know what to fix first — and who's about to leave. Learn more → → 01 · LISTEN intent · Churn→WIN-BACK JOURNEY

ReActivate — Smart Retention Management

Win back the customers who went quiet. Learn more → → 04 · ACT ✓Loop closed

Workflow & Closing the Loop

Close the loop with cases, alerts and win-back journeys. Learn more →

Reads every source

SurveysAsk the right question, to the right person — in minutes.→ Reputation Management & Social ListeningEvery review, mention and comment — answered from one place.→ Call Quality MonitoringScore every call. Not just the few you have time to hear.→ WhatsApp Conversational InterviewsHear from the customers email and SMS miss.→ Voice AI Telephony InterviewsGive your survey a voice.→

Bring your own comments.
See them coded.

In a 30-minute walkthrough, we'll run a sample of your own feedback through the AI engine — topics, sentiment, intent, personas and what needs a person today.

Request a Demo → Talk to sales
↺Loop closed
Case resolved by the team
Case #4821 opened · Ops · SLA 48hLoop closed ✓
Installation scheduling — +2.1 NPS if fixed
Cloud4Feed
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
SOLUTION AREAS
Customer Experience Employee Experience Market Research
BY INDUSTRY
Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector
BY DEPARTMENT
Marketing Customer Experience Department Customer Services HR Product Management Market Research
Customers
Resources
BlogIdeas and practice in CX, EX and research.→GuidesHow to measure and act on NPS, CSAT, CES and more.→Reports & E-booksOriginal research, free to read.→
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
SOLUTION AREAS
Customer Experience Employee Experience Market Research
BY INDUSTRY
Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector
BY DEPARTMENT
Marketing Customer Experience Department Customer Services HR Product Management Market Research
Customers
Resources
BlogGuidesReports & E-books
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
Cloud4Feed

Insights. Connect. Growth.

hello@cloud4feed.com Istanbul, Türkiye

Platform

Platform Overview Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management Conversation & Text Intelligence AI Insights & Predictive Analytics

Solutions

Customer Experience Employee Experience Market Research Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector

Teams

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Resources

Blog Guides Reports & E-books Customers

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