From raw feedback
to prioritized action.
3 million+ conversations analyzed every month across telecom, insurance, aviation, finance, tourism and more. Here's how Pivony turns noise into decisions.
and their customers· Capgemini
Every signal, one platform — no integration required
Thousands of reviews. Instantly clear.
Pivony's AI groups every piece of feedback into meaningful, hierarchical topics — automatically. No taxonomy to maintain, no tagging by hand. The platform discovers what customers actually talk about and surfaces the themes that matter most right now.
- ✓Context-aware clustering across all languages
- ✓Negative / Neutral / Positive breakdown per topic
- ✓Hot terms and trending topics in real time
See exactly where customers lose trust.
Map feedback to each step of the customer journey and get a Net Sentiment Score per touchpoint. Click any bar to drill into root causes and the actual reviews behind the data.
- ✓AI automatically assigns feedback to journey steps
- ✓Net Sentiment Score per touchpoint
- ✓Drill through to individual reviews in one click
Know why — not just what.
For every problem cluster, Pivony generates a root cause and a concrete action recommendation. Not summaries. Not word clouds. Specific, prioritized next steps your teams can act on today.
- ✓Area → Root Cause → Recommendation in one table
- ✓Linked directly to the reviews that prove it
- ✓Exportable to tickets, reports, and slides
| Area | Root Cause | Recommendation |
|---|---|---|
| Operations | Delayed shipment tracking updates | Build proactive notification triggers at key checkpoints |
| Customer Care | Long hold times during peak hours | Add AI triage to route priority cases immediately |
| Digital Channel | App crashes on iOS 17+ devices | Release hotfix patch; escalate to product team |
| Billing | Invoice format unclear for B2B | Redesign invoice template with line-item breakdown |
Every team tracks what matters to them.
CX, Product, Marketing, Brand — each team defines its own KPI topics and gets a personal dashboard that shows movement vs. the previous period. No more sharing a single report across 5 departments.
- ✓Custom KPI groups per team
- ✓Week-over-week and month-over-month delta
- ✓Top increased and decreased topics at a glance
Delivery Experience
35.7% ↓
App Performance
66.7% ↓
Pricing Complaints
40% ↑
Wait Time
32% ↑
Know where you stand in the market.
Pivony scrapes and analyzes public feedback for your competitors across app stores, social media, and review platforms — then scores everyone on the same scale so you can see exactly where you're winning and where you're losing ground.
- ✓Predicted NPS from external data — no survey needed
- ✓Head-to-head comparison by theme (product, service, price)
- ✓"Fastest-impact actions" to close competitive gaps
Turn every conversation into a coaching signal.
Pivony analyzes customer–agent conversations and scores each interaction. When an agent gives a wrong or risky response, the platform generates the ideal reply — instantly. Scale quality without scaling headcount.
- ✓Automatic agent performance scoring (1–5)
- ✓AI-generated correct response for every flagged case
- ✓Priority escalation triggers for safety and legal risk
AI Summary Tags
Recommended Agent Response
"This is a potential electrical safety hazard. Please ask the customer to immediately unplug the device. Do not advise reconnecting. Create an urgent service ticket and escalate to the safety team within 15 minutes."
Built for enterprise — across every industry
Capital 500 companies use Pivony to understand their customers at scale.
Telecom
Churn signals, NPS drivers, roaming complaints
Insurance
Claims experience, app friction, competitor gaps
Aviation & Cargo
Journey touchpoints, delay root causes, ops alerts
QSR & Food
Store-level issues, delivery spikes, staff behavior
Finance & Banking
Product complaints, mobile app pain points
E-commerce
Delivery, return, checkout experience
Tourism & Hospitality
Room, service, F&B feedback by touchpoint
Consumer Electronics
Support quality, product defects, warranty
Ready to close your
Empathy Gap?
See a live demo with your industry's data. No commitment, no setup required.