Alchemer Iris provides an AI-native customer experience platform built for action 

Alchemer is introducing Alchemer Iris, its AI-native customer feedback and intelligence platform built to turn feedback into action across surveys, reviews, reputation management, and other customer listening channels.

Grounded in two decades of CX and market research expertise and millions of customer responses, Iris uses purpose-built AI to ask the next question, bring the answers into focus, and act on what it finds, according to the company.  

Combining feedback capabilities, AI innovations and workflow automation, Iris can respond to reviews, trigger follow-ups, surface insights, and move work into the systems teams already use, all while remaining human-first, with users deciding where and how AI is applied.

“The organizations that win won’t be the ones with the most feedback or the best dashboards; they’ll be the ones that shorten the distance between hearing something and doing something about it,” said Martin Mrugal, CEO, Alchemer. “We built Iris to help organizations move from signal to action faster. Our purpose-built AI asks the next question, brings the answers into focus and can act on what it finds. Customers still decide what matters; Iris gets them there sooner.”

Alchemer Iris embeds AI across the feedback lifecycle, helping organizations collect, understand, and act on customer signals from surveys, in-app feedback, reviews, social channels, listings. and more. Its conversational experience reduces the work required to move from a business question to insight and from insight to action. Iris innovations include:

• Conversational Navigation: Customers can tell Iris what they want to accomplish in natural language. Iris guides them to the appropriate capabilities and next steps, reducing the need to determine which feature, tool, or workflow to use first. 
• AI Survey Builder: Users describe what they want to learn, and Iris creates a survey based on that objective, accelerating the path from a business question to feedback collection with best practices built in.
• AI Removal Assistant: Iris identifies reviews that may violate Google content policies and helps customers prepare removal requests.
• Action and Workflow Automation: Iris connects customer insights to operational action, helping teams respond to reviews, initiate customer follow-ups, and move work between the business systems their organizations already use.  

Iris builds on Alchemer’s growing portfolio of AI capabilities, the company said. Since launching Pulse and Pulse AI in 2024, Alchemer has introduced new AI capabilities on a quarterly basis, including Spark, AI Highlights, Predictive Analytics, Automated Survey Follow-Up, and AI Auto-Responder. Iris now brings these capabilities together in a unified AI-native architecture.

The introduction of Iris comes as customer service and experience leaders face growing pressure to incorporate AI while determining how technology and human expertise should work together, the company said.

“While Iris can automate the feedback-to-action cycle, our goal is to extend human expertise and supplement where needed,” said Ryan Tamminga, chief customer officer, Alchemer. “We can leverage our decades of experience and purpose-built AI to support research and CX experts as they build powerful feedback programs. And, our team of customer success managers and world-class support team will continue to be here when needed.”

General availability begins in Q4 and will expand across customer segments. Alchemer will continue advancing Iris with additional capabilities spanning customer signals, intelligence and action, the company said.

For more information about this news, visit www.alchemer.com.