Pivony

What Pivony does

Pivony is an Agentic AI-powered Voice of Customer (VoC) and Customer Experience (CX) analytics platform that collects and analyzes customer reviews, support tickets, and survey feedback. It delivers critical insights to reduce churn risks and boost satisfaction by identifying the root causes of issues in real-time. Unlike traditional survey-first VoC tools, Pivony uses a root-cause-analysis-first approach, reading live conversations across various channels and acting automatically with agentic AI. The platform integrates internal data (tickets, CRM, surveys, app reviews) and external data (App Store, social media, public signals) to provide comprehensive intelligence. Pivony offers solutions for frontline, operational, and strategic needs, including VIP recovery, autonomous ticket creation, SLA tracking, and executive briefings. It also features Pivony Advisor for natural language querying of data and real-time action recommendations.

Products

• Pivony SurveyA free tool to build, embed, and analyze surveys with basic sentiment analysis and highlights. It supports written feedback, and on Pro plans, includes root-cause analysis, voice & video feedback, and VoC integration.
• Voice of Customer (VoC) planFocuses on internal, direct customer voice. It analyzes call center data, support tickets, surveys, CRM, and feedback forms using AI, providing root-cause analysis, sentiment & intent analysis, KPI monitoring, anomaly alerts, and PII masking. Integrates with tools like Zendesk, Salesforce, and Intercom.
• Market Intelligence planFocuses on external market and competitor insights. It collects data from app reviews, social media, forums, and competitive signals to provide Digital Experience VoC Score, competitive benchmarking, conversation landscape visualization, and trend & anomaly detection. No integration is required for data collection.
• Full Intelligence planOffers a 360-degree view by unifying internal and external data with Agentic AI for actions. It includes all features of the VoC and Market Intelligence plans, plus a unified dashboard, smart cross-source prioritization, autonomous actions, dedicated customer success lead, weekly executive briefings, and custom onboarding.
• Pivony AdvisorA new product that allows users to chat openly with all customer and consumer data in real-time using natural language. It provides faster insights, action recommendations, root cause analysis, and competitor comparison, acting as a support agent for CX or call center teams.
• SonicA capability packaged with plans that handles voice and WhatsApp data.

Key capabilities

• AI-powered root cause analysis
• Agentic AI for autonomous actions
• Real-time data processing and analysis
• Interactive dashboards with drill-down capabilities
• Internal data integration (tickets, CRM, surveys, app reviews)
• External data integration (App Store, social media, public signals)
• Sentiment and intent analysis
• KPI monitoring and anomaly alerts
• Privacy-first PII masking (KVKK/GDPR)
• Native Turkish NLU and multilingual support
• Automated topic detection and clustering
• Customer journey intelligence with Net Sentiment Score per touchpoint
• AI-driven recommendations for problem clusters
• Custom KPI tracking by team
• Competitive Digital Experience Score and benchmarking
• AI Agent Scoring for conversation analysis and coaching
• Multimodal feedback (text, voice, video) with instant AI analysis
• API and 25+ native connectors for various platforms
• SOC 2-aligned infrastructure with AES-256 + TLS 1.3 encryption
• No customer data used for AI model training

Use cases

• Reducing churn risks and boosting customer satisfaction
• Enhancing customer experience and building long-term loyalty
• Analyzing customer reviews, support tickets, and survey feedback
• Managing brand perception and market intelligence
• VIP customer recovery
• Automating ticket creation and routing
• SLA tracking and alerting CX leadership
• Executive briefings and weekly leadership summaries
• Analyzing guest experience and hotel-level CX strategy (hospitality)
• Tracking store experience, fit & quality feedback, and omnichannel NPS drivers (retail & fashion)
• Reducing repetitive cargo tickets and surfacing product defects (e-commerce)
• Monitoring competitors and market trends
• Analyzing claims, app performance, and contact center interactions (finance & insurance)
• Identifying network complaints, billing disputes, and care resolution issues (telecom)
• Providing real-time insights for product managers, UX leads, and growth teams
• Supporting sales and business development partnerships

AI approach

Pivony is an Agentic AI-powered Voice of Customer (VoC) and Customer Experience (CX) analytics platform. It collects and analyzes customer reviews, support tickets, and survey feedback from various internal and external sources in real-time. The platform uses AI for root cause analysis, sentiment and intent analysis, topic clustering, anomaly detection, and generating action recommendations. It also features an AI Advisor for natural language querying of data and Agentic AI for autonomous actions like creating tickets or alerts. Pivony's AI models are trained on anonymized, aggregated datasets and never on customer-specific data.

Tech named: AI, Agentic AI, Gen AI, NLU, NLP engine, Model Context Protocol (MCP)

Industries served

• Business Intelligence Platforms
• Retail & Fashion
• E-commerce
• Telecommunications
• Finance & Insurance
• Hospitality
• Consumer Electronics
• Aviation & Cargo
• QSR

What it says sets it apart

• Root-cause-analysis-first approach instead of survey-first
• Agentic AI for autonomous actions and workflow triggers
• Unifies internal and external customer data in one platform
• Real-time processing and analysis of data as it arrives
• Automated topic detection without manual taxonomy or keyword rules
• Provides specific, prioritized action recommendations, not just summaries or word clouds
• Offers a Digital Experience VoC Score for competitive benchmarking without surveys
• Pivony Advisor allows natural language querying of data for faster insights
• Strong security and data privacy measures, including ISO certifications, GDPR/KVKK compliance, and no data training on customer data
• Native Turkish NLU and multilingual support