Seven ways to listen. One expanding signal.
Each module captures a different dimension of customer experience. Together, they compose a complete picture — from conversation to evidence of improvement.
- 01
M1 · Available
Surveys + Comment Analysis
Each response holds more than meets the eye.
Distribute NPS, CSAT and CES surveys across 6 channels: email, SMS, WhatsApp, in-app, web embed and QR code. Configure journeys (customer journey steps) and relationship measurements (periodic attributes). AI suggests steps and questions for your industry.
Every open-ended comment runs through the Geneva Emotion Wheel pipeline: 20 emotion families with intensity (not just "positive/negative"). Topics are auto-detected AND you can define your own. The result: you know exactly which emotion dominates each touchpoint and why.
Key capabilities
- 6 distribution channels
- Email, SMS, WhatsApp, in-app widget, web embed, QR code
- Two measurement levels
- Journey (step by step) and Relationship (periodic attributes)
- Geneva Emotion Wheel
- 20 emotion families × intensity. Not binary sentiment.
- Dual-mode topics
- AI auto-detection + user-defined categories
- AI builder
- AI generates entire surveys from a measurement goal
- Versioning
- Every edit creates a new version; responses always traceable
- 02
M2 · Available
Transcript Analysis
The most valuable conversation is the one that already happened.
Ingest contact-center transcripts via API, webhook or file upload. Radial CX runs each interaction through the same pipeline: GEW emotions, topics, inferred CX metrics (CSAT, CES, NPS), resolution detection, and emotional trajectory (did the customer end up better or worse than they started?).
What makes this module unique: native segmentation by agent type. Every metric, filter and dashboard distinguishes between human and AI agents automatically. Compare performance side by side, detect AI-specific signals (hallucinations, intent misclassification), and track quality per bot version.
Key capabilities
- Flexible ingestion
- REST API, webhook, CSV/JSON upload. Wolkvox, Genesys, Five9 and more.
- Inferred CX metrics
- CSAT, CES, emotional trajectory, resolution — no extra survey needed
- Human vs AI
- Native dimension. Side-by-side comparison on the same metrics.
- AI-specific signals
- Hallucination detection, intent misclassification, unnecessary escalation
- Bot version tracking
- CX metrics per bot version — measure whether each release improves the experience
- PII masking
- Automatic detection and masking before storage
- 03
M3 · Available
Ping — AI Co-Pilot
An analyst that never stops listening to your data.
Ping is the Radial CX AI co-pilot. Not a generic chatbot — a CX analyst that knows your data in real time. Ask in natural language: "Which emotion dominates checkout this week?", "How do AI agents compare to humans on resolution?", "What changed since last month?".
Ping responds with data cards: metrics, charts, relevant verbatims, and trends. When something important comes up, it tells you without being asked. Professional and warm tone — like a senior colleague who always has the answer.
Key capabilities
- Natural language queries
- "Why did NPS drop?" — Ping searches your data and responds with evidence
- Real-time data cards
- Metrics, charts, verbatims cited inline in the conversation
- Screen context
- Knows what screen you're on; suggests relevant questions
- Background agents
- Autonomous monitors: detractor triage, topic watcher, insight digest
- Streaming
- Token-by-token responses; first token in < 2 seconds
- 04
M4 · Available
Recommendations + Impact
From signal to action. From action to evidence.
Radial CX auto-detects problems: metric drops, topic spikes, high-frustration clusters. For each detection it generates a prioritized recommendation with evidence and suggested actions.
You build an action plan: tasks, owners, deadlines. When the plan completes, Radial CX measures impact for 28 days with real statistical testing (z-test or Welch's t-test, minimum n=30). Detects confounders automatically. Generates a natural-language Impact Report you can present to the board.
Key capabilities
- Auto-detection
- Metric drops ≥ 5% WoW, topic spikes > 20% WoW, high-emotion clusters
- Priority scoring
- Score 0–100 based on volume, severity, emotional intensity, trend
- Action plans
- Tasks with owner, deadline, status. Progress tracking.
- Impact measurement
- z-test / Welch's t-test / Cohen's d. 28-day window. n ≥ 30 required.
- Confounding detection
- Detects other simultaneous plans or events that could explain change
- Impact Report
- AI report in natural language with cited data. Exportable for presentations.
- 05
M5 · Available
Benchmarking
Context that turns a number into a narrative.
Radial CX aggregates anonymized data from its customer base to generate real-time benchmarks. Compare your metrics against your industry, region, and similarly sized organizations. With something no one else offers: emotional benchmarks — "Is 0.72 checkout frustration normal for retail?"
The benchmark improves with every new Radial CX customer. A network effect: the more customers, the more precise and valuable the benchmark for everyone.
Key capabilities
- Industry percentiles
- NPS, CSAT, CES compared to your vertical
- Regional benchmark
- LATAM, by country, by operation size
- Emotion benchmarks
- GEW emotion distribution by industry × touchpoint — unique in the market
- Temporal benchmarks
- Is your industry improving or getting worse? 12-month trend.
- Network effect
- Every new customer improves the benchmark for everyone
- 06
M6 · Available
Visual Journey Mapping
The map that shows you what you measure — and what you don't.
Radial CX's journey map isn't a static diagram. It's an interactive canvas where each step shows its live metrics: NPS, CSAT, CES, dominant emotion, comment volume, and trend. Colors tell you instantly where the experience is good, where it's critical, and where the blind spots are.
AI detects two things no one else detects: gaps (steps with no listening post — measurement blind spots) and drop-offs (suspicious metric drops between adjacent steps). The result: Radial CX tells you not only what to measure, but what you should be measuring and aren't.
Key capabilities
- Interactive map
- Each step is a node with live metrics, emotions, volume and trend
- Heatmap overlay
- Traffic-light colors per metric health. Configurable.
- Gap detection
- AI identifies steps without a listening post — measurement blind spots
- Drop-off analysis
- Detects suspicious drops between adjacent steps
- Transcript overlay
- Support call volume per journey step
- Journey Health Score
- Score 0–100 combining metrics, coverage, trend and emotions
- 07
M7 · Available
Social Listening + Reviews
What they say when you're not asking matters too.
Radial CX ingests reviews from Google Business, App Store, Play Store, Trustpilot, and mentions on X (Twitter), Facebook and Instagram. Every review and mention runs through the same GEW + topics pipeline as your surveys and transcripts.
The powerful part isn't ingestion (many do that). It's the correlation: "Customers mentioning 'checkout' on Twitter show frustration (0.78) matching frustration (0.72) in surveys — the signal is consistent across channels." And when a topic appears on social before showing up in surveys, Radial CX flags it as an early warning.
Key capabilities
- Review ingestion
- Google Business, App Store, Play Store, Trustpilot
- Social monitoring
- X (Twitter), Facebook, Instagram, Reddit
- Unified GEW pipeline
- Same emotional classification as surveys and transcripts
- Cross-source correlation
- Detects the same topic across surveys + transcripts + social
- Signal amplification
- Spike on social before surveys = early warning
- Review response drafting
- Ping generates personalized reply drafts
- 08
Radial ♥ · Available
Radial — CX Culture
Measurement is where it starts. Culture is where it lives.
The modules above capture the signal. Radial is where that signal becomes understanding — culture, coaching, wellbeing, narrative, learning. Everything grounded in data. Nothing generic.
Key capabilities
- Voice of the Team
- Internal surveys for frontline employees. What obstacles they face, what they feel, crossed with CX data. The other side of the mirror.
- CX Culture Diagnosis
- Formal strengths and weaknesses assessment. Cultural map by area. Team–customer alignment score. Fragmentation detection.
- Emotional Coaching
- Per-agent emotional signatures based on GEW. AI-generated coaching guides written as development narratives, not scorecards. Dignity-first.
- Team Pulse + Listening Rituals
- Wellbeing signals from transcripts (no climate surveys needed). Suggested cadences: Weekly Reading, Wellbeing Check-in, Journey Listening.
- Leadership Narratives
- Editorial essays for the board. Monthly portraits, quarterly briefings, impact stories. Concéntrica voice. Exportable to PDF.
- Learning Library
- Real cases from your data (model, contrast, recovery). Best practices by theme. Contextual inspiration surfaced by what the data shows.
