Alchemer Adds to CX Offering

US company Alchemer has upgraded its Reputation Management offering, adding a new feature called AI Auto-Responder which automates response to customer reviews across platforms. The launch marks a further move into customer experience management from a firm originally focused on surveys.

Founded in 2006 as SurveyGizmo, Alchemer is a KKR portfolio company and provides survey, workflow, audience, communication and analysis tools, integrated into common business systems across the enterprise. For the last two years it has also offered full service research via a team called Alchemer Research Solutions.

The firm says AI Auto-Responder allows businesses to 'accelerate response times, enhance customer perception and maintain consistent brand voice,' while freeing up teams to work on higher-value strategic work. The solution learns from a company's historical brand communications, identifies sensitive topics and routes them for human review, and promises 'configurable automation rules and built-in risk controls to ensure every interaction is efficient and appropriate.'

The company's AI-powered capabilities already include real-time feedback analysis and competitor intelligence. Newly promoted CCO Ryan Tamminga (pictured) says of the latest addition: 'AI should amplify human intelligence and serve as a workforce multiplier. With AI Auto-Responder, we've built a solution that understands brand voice, adapts to context and applies intelligent guardrails so businesses can automate with confidence. This product is an illustration of our broader AI strategy, extending human expertise and connecting customer feedback to action and business outcomes.'

Web site: www.alchemer.com .