Spiral
Spiral is an AI-powered customer feedback analysis platform that scans support data across channels to detect issues, monitor blind spots, and analyze root causes to help companies become more customer-centric.
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Product Information
Updated:Sep 9, 2025
What is Spiral
Founded in 2018 by former Amazon software engineers Elena Zhizhimontova and Andrew DiLosa, Spiral revolutionizes how companies understand and act on customer interactions. The platform serves as a definitive source of truth by analyzing customer feedback and support data from multiple channels like emails, online chats, calls, and reviews in nearly any language. Born out of firsthand experience with the challenges of managing customer feedback data at Amazon, Spiral was created after interviewing over 175 companies that faced similar problems.
Key Features of Spiral
Spiral is an AI-powered customer feedback analysis platform founded in 2018 that revolutionizes how companies understand and manage customer interactions. It automatically scans and analyzes customer support data across multiple channels including emails, chats, calls, and reviews to detect emerging issues, identify root causes, and provide actionable insights. The platform integrates with existing CRM systems and uses advanced Large Language Models to process millions of feedback pieces daily in multiple languages.
AI-Powered Issue Detection: Automatically scans and analyzes customer interactions to identify emerging problems before they escalate, using advanced AI to understand conversations in context beyond just keywords
Omnichannel Analytics Dashboard: Centralizes public feedback and private customer support data from multiple sources into a unified dashboard for comprehensive analysis
Automated Root Cause Analysis: Identifies the underlying causes of customer issues and provides specific, actionable information rather than generic insights
CRM Integration: Seamlessly integrates with existing CRM systems and handles millions of feedback pieces daily while automating agent tagging and post-interaction summaries
Use Cases of Spiral
Customer Support Optimization: Help support teams identify and address customer concerns quickly, reducing handle time and improving response efficiency
Product Development: Gather customer feedback and identify product issues to inform product roadmap and improvements
Customer Experience Management: Monitor and improve customer experience across all touchpoints by detecting and addressing issues proactively
Business Intelligence: Provide data-driven insights for strategic decision-making and operational improvements
Pros
Cost-effective solution at 10% of traditional enterprise AI costs
Processes multiple languages and handles high volumes of data
Requires no data science expertise to operate
Cons
Requires integration with existing systems
May need customization for specific industry needs
How to Use Spiral
1. Request a Demo: Contact Spiral through [email protected] to request a free demo of their AI-powered customer feedback analysis platform
2. Integration Setup: Work with Spiral to integrate their system with your existing CRM, cloud contact center, or CX survey platforms. Spiral supports integration with most popular and homegrown systems
3. Configure Authentication: Set up authentication method - either through Okta integration or username/password login as per your organization's requirements
4. Access Dashboard: Once integrated, access your customized Spiral dashboard that provides a 360-degree view of customer interactions and feedback
5. Start Analyzing: Begin using Spiral's AI to analyze customer feedback by simply asking questions about your customer data. The system automatically processes feedback across multiple channels and languages
6. Monitor Issues: Use the dashboard to track emerging customer issues, monitor trends, and identify root causes in real-time
7. Generate Reports: Access automated analysis and reports to understand customer feedback patterns and prioritize issues that need attention
8. Customize Topics: Optionally add custom topics for the AI to track based on your specific business needs and preferences
Spiral FAQs
Spiral is an AI-powered customer feedback analysis tool that automatically reads and analyzes customer reviews, live chats, and calls to detect issues across channels and analyze root causes.
Spiral Video
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