# AskNicely Drives Customer Feedback Insights with Generative AI

> Discover how AskNicely's new generative AI tool, NiceAI, transforms customer feedback into three times more actionable insights, driving meaningful improvements in service and satisfaction.

**Source**: AWS | **Published**: 2025-06-01 | **Type**: case_study

## Key Facts

- AskNicely's NiceAI drove 46% adoption in one month, indicating strong demand for AI-driven insights.
- Generative AI yields 3x more insights per survey, enhancing competitive positioning in customer feedback.
- Rapid PoC to production in 2 months shows agility, crucial for maintaining market relevance and innovation.
- AI moderation refines feedback, turning negative comments into actionable insights, reducing customer churn risk.
- AWS partnership enhances scalability and compliance, providing a strategic advantage in global markets.

## Summary

\## Summary
AskNicely, a customer feedback platform, faced the challenge of extracting deeper insights from customer responses. By implementing NiceAI, a generative AI tool built on Amazon Bedrock, they achieved a 46% adoption rate among eligible customers within the first month, generating three times more insights per survey.

\## Background
Founded in New Zealand in 2014, AskNicely operates in the customer experience industry, focusing on service-based businesses. Before deploying NiceAI, the company captured real-time customer feedback but sought to enhance the depth of insights derived from free-text survey responses.

\## Challenge
AskNicely aimed to improve its ability to analyze free-text comments from surveys, which were generating significant interest but lacked the tools for deeper understanding. The goal was to help organizations identify key issues and take targeted actions based on customer feedback.

\## Solution
AskNicely developed NiceAI, a generative AI application, utilizing Amazon Bedrock to enhance feedback collection. The implementation began with a hackathon, allowing developers to collaborate with AWS experts. Within two months, they progressed from proof of concept to production, creating features that generate custom survey questions and automate feedback summaries while moderating responses for constructive insights.

\## Results
The launch of NiceAI led to a 46% adoption rate among eligible customers within the first month. Customers experienced up to three times more responses per survey compared to traditional methods. The application enabled organizations to uncover specific customer concerns and improved operational efficiency through instant summarization and segmentation of feedback.

\## Key Insights
Businesses can leverage generative AI to transform customer feedback processes, enhancing the quality and quantity of insights. Rapid prototyping and collaboration with technology partners can accelerate the deployment of innovative solutions.

\## Customer Testimonial
“The dynamic surveys powered by Amazon Bedrock allow our customers to know more about the problem at that point, enabling faster and more effective responses.” — Paul Shingles, Chief Product Officer at AskNicely

## Frequently Asked Questions

**How does AskNicely enhance customer insights using generative AI?**

AskNicely utilizes generative AI through its NiceAI application, which transforms free-text survey responses into actionable insights. This approach allows businesses to identify key issues and take targeted actions, resulting in three times more insights per survey.

**What was the adoption rate of NiceAI among AskNicely's customers after its launch?**

Within the first month of its launch, 46 percent of AskNicely’s eligible customers adopted the NiceAI features. This rapid adoption indicates a strong demand for enhanced feedback analysis tools.

**What specific benefits does NiceAI provide to businesses?**

NiceAI generates custom survey questions based on customer attributes and prior interactions, enabling richer insights. It also includes features like automated feedback summaries and AI moderation, which refines negative comments into constructive feedback.

**How does NiceAI ensure compliance with data privacy standards?**

NiceAI operates across multiple AWS Regions to comply with global data privacy standards, including GDPR requirements for data localization. This ensures that customer data is securely hosted in-region.

**What impact has NiceAI had on operational processes for businesses?**

NiceAI has streamlined operational processes by allowing instant summarization and segmentation of feedback. This efficiency helps businesses address concerns more effectively and prevents recurring issues through AI moderation of comments.

## Links

- [Read on Welcome.AI](https://welcome.ai/content/asknicely-drives-customer-feedback-insights-with-generative-ai)
- [Original source](https://aws.amazon.com/solutions/case-studies/asknicely-case-study/)

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Source: Welcome.AI | https://welcome.ai/content/asknicely-drives-customer-feedback-insights-with-generative-ai