Reimagining the AI Driven NPS System For Better Business Insights

Context

CleverTap’s NPS surveys capture rich qualitative feedback alongside scores. As adoption scaled, teams struggled to extract clear themes, sentiment, and actions from thousands of free-text comments.

This project focused on designing an AI-powered insights layer to make that feedback structured, explainable, and actionable at scale.

Problem

Teams faced three core challenges:

  • Qualitative overload — manual review doesn’t scale

  • Lack of actionable insight — dashboards show 'What' not 'Why'

  • Poor cross-team usability — insights are fragmented across functions

Design goal

Design a system that,

  • Converts unstructured comments into themes, sentiment, and summaries

  • Helps teams identify root causes, not just symptoms

  • Supports filtering, segmentation, and trends over time

  • Uses AI in a transparent, explainable way

  • Remains performant and cost-efficient at scale

Key design decisions

Design for cross-functional clarity

What We Offer

Basic Service

The Atlas Project →

Included

Initial Consultation

Brainstorming Session

Collaborative Planning

Customized Deliverables

Multiple Feedback Rounds

Actionable Recommendations

Post-Project Support

Intermediate Service

The Echo Project →

Included

Initial Consultation

Brainstorming Session

Collaborative Planning

Customized Deliverables

Multiple Feedback Rounds

Actionable Recommendations

Post-Project Support

Advanced Service

The Brightline Project →

Included

Initial Consultation

Brainstorming Session

Collaborative Planning

Customized Deliverables

Multiple Feedback Rounds

Actionable Recommendations

Post-Project Support

Recommended

“Their attention to detail and commitment to quality truly stood out. We’ve already recommended them to others.”

– Former Customer

Get In Touch

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