Your Listen360 account now includes At-Risk Insights, a new AI-powered feature that helps you identify at-risk clients and act before small issues become big ones. It monitors survey feedback in real time, highlights areas of dissatisfaction, and provides clear recommendations to resolve problems quickly.

Where to Find At-Risk Summaries

You can view these AI summaries in two places:

• Email: If you’re subscribed to At-Risk survey reports, you’ll receive email summaries highlighting key issues and recommended next steps.
• In the platform: Go to Surveys > Inbox > At Risk to view flagged surveys. Each includes an AI-generated experience summary and suggested response for that customer.

Analytics and Trend Tracking

In the Analytics tab, you can:

• Rank recurring customer-experience themes
• Compare insights across teams or locations
• Filter the survey inbox by specific themes
• Identify areas of the business that need focus

Managing your AI Themes

To customize what your AI focuses on, go to Account > AI in your Listen360 account. (Owner & Admin roles only)

Here, you can select suggested themes or add your own, and our AI models will tag your surveys with them when generating insights from customer feedback.

These will appear on At-Risk contact surveys, in the app, and in completed survey report emails, and can be used to filter results in your reports.

Updating these ensures your At-Risk Insights reflect the topics that matter most to your business.

*Migrated Listen360 clients will have default themes set to match legacy Listen360 VOC themes

**Max of 20 themes

Why it Matters

At-Risk Insights helps you:

• Catch client dissatisfaction early
• Understand and act on trends
• Strengthen customer relationships and build loyalty

Additional Questions? Please reach out to Listen360 Support via email at support@listen360.com.