You can use AI-assisted integrations with Listen Explore to connect external tools and import feedback from new sources. This allows you to analyze unfiltered customer feedback without relying on internal teams to record or summarize it. Explore then uses AI to identify and categorize product feedback automatically.
This article explains how the AI-assisted integrations function after they are connected, and how the data is collected, analyzed and used in Pendo. The following AI-assisted integrations are available to use today:
For more information on all available feedback sources and how to connect them, see Add feedback to Listen.
How AI-assisted integrations work
To use these integrations, you must enable Listen Explore first. For more information, see Enable Listen Explore.
Each integration has its own setup process, but the core functionality is consistent across all integrations:
- Connect the integration. Follow the steps in Connect and manage feedback sources to connect your chosen external source.
- Configure filters. Define which items will be considered for import by setting filters such as date range, account, or visitor metadata.
- External data is scanned for feedback. Pendo AI scans tickets, transcripts, or other items that match the filters, to find the items that contain product-related highlights. See below for more information on highlights.
- Product feedback is identified and imported. If an item is found to contain product-related highlights, the item is imported to Listen as a feedback item. If the external data contains no product feedback, identified via the highlight types below, the item is discarded and not saved in Pendo.
Note: For data from these integrations to be eligible for import, the visitor IDs in the external apps must be recognized in Pendo. Typically this will be the visitor’s email, but could be any identifier that you're able to map to metadata in Pendo. For more information, see Metadata and data mappings.
Product feedback highlights
Explore identifies product feedback highlights in six categories:
- Requests
- Bugs
- Pain points
- Compliments
- Competitor strengths
- Competitor weaknesses
When a support ticket or call transcript contains any of these, the full object is stored in Pendo as a feedback item. Explore then extracts the relevant highlights, which are grouped together to form topics in reports generated through your prompts.
Analyze feedback from integrations
Imported tickets or transcripts that contain highlights appear in Listen as feedback items. Each item shows its source.
All sources are included in Explore reports by default. To include on or exclude specific sources, use the Source filter in the Explore prompt box.
For details on analyzing feedback, see Explore feedback with AI in Listen.