Make Conversations Part of Your Customer Intelligence Layer
Thematic brings calls, chats, tickets, and threads into one unified Voice of Customer analysis, so conversation data stops living in a silo and starts driving product, marketing, and operational decisions.
Customer intelligence is locked in a system built for service and support.
Fragmented and siloed feedback
Conversation data lives across the CX suite, the support stack, and a maze of tickets and chats. Each team hears a slice of the customer, and the business never sees the whole story.
Manual tagging and workarounds
Teams tag by hand or patch the gap with adhoc AI. Themes drift, sources don't reconcile, and analysts spend their best hours managing data that still can't tell you what's driving retention.
No evidence for action
Conversation data doesn't connect to what drives churn, retention, or product decisions. Prioritisation defaults to gut feel instead of customer truth.
Thematic turns every conversation into evidence your whole business can act on.
A shared foundation of customer truth. Calls, chats, tickets, and threads run through the same VoC model as your surveys, reviews, and product feedback.
Themes that surface without manual work. The Theming Agent builds your theme model from customer language and keeps it current as new data arrives, with analysts refining through the Theme Editor.
Insights tied to business outcomes. Link themes to churn likelihood, revenue, NPS, and release quality, across segments, lifecycle stages, and product usage, to see where impact is highest.
Action where work already happens. Automatic alerts when new issues emerge or spikes are detected, routed into the tickets, follow-ups, and queries your teams already use.
Calls
Tickets
Chats
Emails
Slack Threads
No conversations left behind. No analysis left in a silo.
Thematic brings it together, analyzes it consistently, and fits the result to how your enterprise business works.
Read more about unifying your feedback data.
Connect every source
One-click integrations, APIs, and data warehouse connectors pull in call transcripts, chat logs, emails, and tickets. PII redaction happens before analysis, on a platform that is SOC 2 Type II certified.
One theme structure, every source
The same theme model runs across calls, chats, surveys, and reviews. Themes in conversation data match themes in survey verbatims, so there's no reconciliation and no stitching between channels.
Outputs that fit each team
AI summaries can be shaped to specific jobs: VoC reporting, churn triage, operational improvement. Lenses give Support, Product, and Ops the themes, data, and metrics each team needs to move.
Give decision makers themes they can trust.
Thematic AI builds a theme model from customer language, not a trained model or taxonomy. Your analysts validate and shape it, giving decision makers rich evidence for every theme.
Read more about Thematic’s AI approach.
Bottom-up theme discovery
Direct the Theming Agent to surface themes that fit your lens. It captures every way customers express them, and picks up emerging themes as new data arrives.
Every finding traces to verbatim
Click any theme to jump to the exact segments or references that generated it. Every insight can be questioned and defended.
Deep Dives into every theme
Every theme can be a in depth with Deep Dives. Drill into actionable sub-issues and the data evidence behind them.
Know what's moving the metrics that matter.
Thematic pinpoints what's really driving volume, explains why your scores are moving, and measures the concepts surveys can't reach. Every team walks away with a number they can act on.
Read more about scoring and prioritization.
Identify what's really driving volume
See why scores shifted, which themes drove the change, and which segments are most affected. Move from reporting what happened to explaining why.
Synthetic scores without the survey
The Scoring Agent generates NPS, CSAT, effort, and resolution quality directly from conversation text. No survey response needed, and every interaction scored.
Custom scores for specific business outcomes
Brand trust, release quality, churn and expansion signals, repeat interaction risk. The Scoring Agent measures whatever concept your teams need to act on, directly from conversation text.
From signal to action, without friction.
Insight is only useful if it reaches the right person at the right time. Thematic routes conversation intelligence into individual follow-ups, team workflows, and the systems analysts and AI agents already use.
Read more about workflows and routing.
Act on high-value interactions
Predictive Actions flags the individual conversations that need a response. High-value saves, escalation risks, compliance reviews, each with a recommended next step.
Route insights into team workflows
Thematic sends Slack or email alerts, creates pre-filled CRM cases, and triggers external tickets when a theme or anomaly deserves attention. The signal lands in the existing workflow, for team or agent action.
Export and query
Query conversation data in plain English, or connect via MCP to bring conversation intelligence to your BI systems. Export enriched data to warehouses or downstream via API.
Our partnership with Thematic helps us get clear customer intelligence to directly inform our product roadmap and corporate strategy. Because everything we do should make our customers lives easier. With the insights, we've seen significant improvements, such as a 30% decrease in contact centre failure.
Not conversation analytics as you know it
Purpose-built for Enterprise-Grade CX Excellence
From AI and data governance to robust architecture and enterprise-grade security, Thematic helps you break down data silos with efficiency and peace of mind - to get more value from unstructured feedback.
Learn About Thematic Data GovernanceTrusted with universal business continuity
Support demanding workloads of sensitive customer data with always-on, encryption and enterprise-grade security - including geographic hosting, observability and disaster recovery, regardless of region.
Scalability with data and tool ecosystems
As your organisation matures in its feedback analytics, Thematic scales with growth and integrates smoothly with existing tools and workflows. No overhaul required.
Secure and Compliant Foundations
The highest industry compliance standards, including SOC 2 Type II, GDPR, and CCPA. Every audit passed since starting operations.
Access control and audit management
Role-based access controls, unique login identifiers, and built-in audit logs for complete visibility into data and user activity. Data governance simplified at scale.
Ready to see what customer intelligence is supposed to feel like?
- Most enterprise implementations are live within days.
- No taxonomy rebuilds.
- No professional services engagement.
- A dedicated specialist from day one.
