What this fixes.
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Product team doesn't see what support sees
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Bug clusters surface 6 weeks late
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Roadmap decisions are loud-voice driven
Three jobs, on rails.
Themes
Topic modelling across tickets / calls / reviews / NPS.
Volume + sentiment
Top issues weighted by hit rate and CSAT impact.
Emerging issues
Slack ping when a new cluster crosses 1% of weekly volume.
The path.
Connect ticket history, call transcripts, app-store reviews and NPS open text.
Calibrate the topic model on three months of historical data.
Set the alert threshold for new clusters (we usually start at 1% of weekly volume).
Friday: the memo lands; bugs become P-tagged in the issue tracker the same day.
One scenario, one outcome.
Across Monday–Thursday, 87 customers mention 'mobile login loop' across tickets, App Store reviews and a Reddit thread.
Friday memo surfaces it as cluster #1. Slack alerts trip at threshold mid-week. The bug ships to test on Monday — usually a 4-week lag, now 4 days.
Scoped on a call.
3–4 weeks
Pilot → retainer
Scope confirmed in a 30-minute call. Fixed scope, fixed timeline before you sign. We'll send a one-page proposal within 48 hours.
Book a call →Same category.
Support Tier-1 Bot
A grounded chatbot that closes 40–70% of tickets and escalates the rest with full context.
Ticket Classifier & Router
Reads inbound tickets, sets priority, tags, sentiment — and routes to the right queue without a customer menu.
Agent Copilot
Suggests responses, pulls KB articles and drafts replies in real time inside your helpdesk.