Feedback that is read,
scored and actually acted on
An NPS score without the comments behind it is close to useless, and most teams collect the comments and never properly read them. This agent runs the survey, scores it, and actually reads the open-ended text for the themes that explain the number. Any unhappy detractor routes to a person while there is still time to respond.
Why the comments never get read
Most businesses that run NPS or feedback surveys end up with a number that moves slightly month to month. The open-ended comments pile up, and nobody has time to read them properly, let alone theme and act on them. The detractor who wrote three sentences explaining exactly what went wrong gets the same treatment as everyone else: a score logged in a spreadsheet. The actual useful information in their comment goes unread.
What the agent reads and routes
The agent sends feedback and NPS surveys at sensible moments with a customer, not on a flat schedule. It reads every open-ended comment, not just the numeric score, and groups responses into real recurring themes your team can act on. A detractor’s comment routes to a person for follow-up within hours, while the issue is still fresh. There is still a chance to fix the relationship, instead of finding out in a quarterly report once the customer has moved on.
Promoters get flagged too, as candidates for a review request or a referral ask. A happy customer willing to say so is worth acting on quickly. Over time, the agent produces a trend report showing which themes are rising or falling. That turns a vague sense that scores are down into a specific, actionable list of what changed.
Survey timing is tuned to avoid fatigue. Asking every customer after every single interaction produces lower-quality responses. It works better to ask at the moments that actually carry a real opinion: a completed project, a renewal, a support resolution. The agent also tells a one-off bad day apart from a real trend. It looks at a customer’s score history, instead of reacting to any single low score as an emergency. That keeps the detractor-follow-up queue focused on situations that genuinely need it.
What your team still decides
The actual detractor follow-up conversation is a person’s job, with the comment and theme attached so they are not starting cold. Your team decides which themes matter enough to become a product or process change. Your team also decides how survey results feed into any public rating or marketing claim. Internal feedback data and a published score are different things, and each deserves its own scrutiny before it gets used externally.
How we keep the score honest
Every comment’s assigned theme is visible and auditable, not a black-box score. Detractor routing has a maximum delay enforced, so a negative comment cannot silently sit unrouted. Theme categories are checked against a sample of real historical feedback before launch, and a person reviews the trend report before it becomes a stated conclusion.
Comparisons across time periods account for response rate changes, not just score changes. A rising NPS paired with a shrinking response rate can mean something uncomfortable: the business is only hearing from its happiest customers, not genuinely improving. A raw score alone would hide that. For businesses running feedback across multiple product lines or locations, themes are tracked separately per line or location, as well as in aggregate. A problem specific to one store never gets diluted into a company-wide average that looks fine. The agent introduces itself as an AI assistant at the start of every conversation.
Price and timeline
| Option | Price | Timeline |
|---|---|---|
| Agency runs it | from $2,200 + support plan | 3 to 4 weeks |
| Full control, handover-ready | from $3,200 | 5 to 6 weeks |
“Agency runs it” keeps the agent on our infrastructure with a monthly support plan covering tuning and monitoring. “Full control, handover-ready” delivers the agent on your own servers and accounts with documentation, source and credentials, so your team can run and change it without us. It costs more up front, because the handover package, your-infra deployment and internal documentation are built in from day one.
Related
See the AI agents overview for how we build and guard these systems, and Analytics for the services that often pair with this one. Inside the agents catalogue: Review response agent, Customer success agent, Churn prevention agent. For a narrower, single-process version of this work, see Feedback and NPS collection, Survey calls with NPS in the automations catalogue. For how the same guard patterns held up on real systems: Analytics hub with AI analyst in Telegram.
Want this running for your team? Get in touch and tell us where the messages pile up.
FAQ
How much does a feedback and NPS agent cost?
From $2,200 to set up the survey logic, theme analysis and detractor routing, live in 3 to 4 weeks.
How long before it is live?
3 to 4 weeks, with time spent agreeing on the right moments to ask for feedback so surveys do not feel random or overdone.
Which channels and tools does it work with?
Email, WhatsApp, in-app prompts and your CRM for storing scores and comments. It can also pull from review platforms if that is where feedback already lands.
What if the agent misreads a comment's sentiment or theme?
Theming is checked against a sample of real past feedback during tuning. Every comment's assigned theme is visible, so a misread is easy to spot and fix. Any genuinely ambiguous low score routes to a person instead of getting filed away confidently wrong.
Is feedback and customer data safe?
Survey responses and comments stay in your own CRM or survey platform. The agent reads and writes through the access you grant, and nothing is shared outside your systems.