01
Bug reports
Catch repeated product failures before they become wider customer problems.
Your AI closed the ticket. The customer still told you something.
Stay close to customers as AI handles more conversations. CraftCX shows where they struggle, what is changing, and what needs attention.
Signals
Recurring customer problems and needs
Customers cannot find CSV export
Documentation gapGrowing18 conversations
Bulk editing for inbox rules
Feature requestRecurring11 conversations
Duplicate invoices after upgrades
Potential bugNew7 conversations
AI support should not mean losing touch with your customers.
Support teams once built customer awareness by handling conversations every day. As AI takes on more work, CraftCX preserves that view - showing what customers report, where they struggle, and what keeps coming back.
02
Feature requests
See which missing capabilities recur and why customers need them.
03
Documentation gaps
Find unclear or missing guidance that creates avoidable support work.
04
Usability issues
See where customers get stuck, confused, or slowed down.
05
Billing issues
Spot recurring problems with plans, invoices, and payments.
06
Incident signals
Find activity that can signal a wider service problem.
Stay informed without reading every conversation.
A 2026 study found that knowledge workers spend as much as 6.4 hours/week botsitting. CraftCX automates this mundane monitoring, and flags only what needs attention, so you can focus on what really matters.
01
Keep listening
Learn from every support conversation, including problems customers never submit as formal feedback.
02
Connect the dots
Group related observations so recurring customer struggles no longer look like isolated tickets.
03
Focus attention
See what is new, growing, or recurring, and what needs attention now.
04
Act with context
Give support and product teams the evidence they need to decide together.
Know what needs attention, and why.
Surveys and feedback boards capture only what customers submit. Support Intelligence finds patterns in support conversations and keeps each theme connected to its source evidence.
Hear the customer language
Read the customer language behind a recurring theme.
Understand the pattern
See first seen, last seen, lifecycle, trend, and conversation volume.
Validate the evidence
Validate the scope before sharing a finding or prioritizing work.
Know what your customers need next.
Give support and product teams a shared view of customer struggles, changes, and next steps.