Using AI feedback summaries

Reading every response stops being realistic somewhere around the fiftieth. Summaries mean you don’t have to, without losing what was actually said.

Where they appear

On a response’s detail view — open any survey response and you’ll see an AI summary alongside the raw answers, giving you the gist without reading every field.

On Pulse — the summary of a resolution or response appears in the activity feed, so you can scan what’s happened without opening each one.

Summaries carry the time they were generated. If a conversation has moved on since, the summary may be behind it.

What they’re good for

Triage. Deciding which of twenty responses needs you first is much faster from summaries than from raw text.

Handover. When you take over a resolution, the summary tells you what’s happened without reading the whole thread.

Scanning volume. After a big send, summaries let you get the shape of the responses in a couple of minutes.

When to read the original

Summaries compress, and compression loses detail. Read the raw response when:

• The feedback involves safety, health, staff conduct, or anything legal
• You’re about to contact the customer personally — quoting a summary back at someone who wrote something specific reads badly
• You’re about to spend real money based on it
• The summary says something surprising — verify before acting

Finding patterns rather than reading one at a time

Summaries are per-response. For patterns across many, use:

• Keywords — what comes up repeatedly → Tracking keywords and themes
• The Assistant — ask directly, e.g. “what are the three most common complaints this month?” → Asking the AI Assistant

That’s the right split: summaries tell you what this customer said, keywords and the assistant tell you what your customers are saying.