Every customer conversation, understood. Spiral turns calls, chats, tickets and reviews into answers your team can act on.

Talk to us Log in

All Channels

Sample data

Report Range

Show by

Analyze by

Sentiment

Sort

Contacts1,639,204

Region

Sentiment

Overall

Outcome

Deteriorates19.11%

Recovers21.78%

Percent16.47%

Volume270,029

Sentiment

Overall

Outcome

Deteriorates24.86%

Recovers19.83%

Percent14.61%

Volume239,418

Sentiment

Overall

Outcome

Deteriorates10.85%

Recovers28.94%

Percent8.99%

Volume147,412

Sentiment

Overall

Outcome

Deteriorates8.70%

Recovers41.03%

Percent8.51%

Volume139,561

Sentiment

Overall

Outcome

Deteriorates8.03%

Recovers34.22%

Percent5.81%

Volume95,240

How it works

From noise to answers. Spiral listens to every channel, structures what it hears and answers your questions.

01Listen
Every channel, in one place.
Calls and chats flow in natively from UJET. Tickets, reviews and surveys come from Zendesk, Salesforce, app stores and the other tools you already use. Spiral reads every conversation, not a sample.
Fig. 01 · Conversation streamsSample data
ChannelRead this month
Calls
91,719
Chats
70,598
Tickets
40,579
Reviews
17,047
Surveys
9,349
SourcesUJETNativeZendeskSalesforceGenesysand more
02Structure
Structure that adapts.
Spiral turns each conversation into user stories and an adaptive taxonomy of what customers actually talk about. Every topic carries sentiment and outcomes.
Fig. 02 · Transcript fieldSample data
#48213 call Still no refund, three weeks after I sent the jacket back. I have the receipt
#48213 agent Sorry about that. I can see the return arrived on the 2nd, let me check with billing
#48216 chat hi, I can't log in since the update this morning, the app just spins
#48218 ticket Order A-20931 is three days late and tracking has not moved since Monday
#48219 call I was charged twice for the same order, can someone reverse one of them
#48221 review Great prices but the app logs me out every time I switch tabs
#48224 survey Agent was patient and sorted the exchange in one call, thank you
#48227 chat is there any way to change the size before it ships
#48230 call Where is my refund? It has been two weeks and the order shows returned
#48231 ticket Package still not delivered, it says out for delivery since yesterday
#48233 chat the reset link never arrives, I checked spam too
#48236 review Customer service fixed it fast. Five stars for the chat team
#48238 call There is a double charge on my statement from the 14th
#48240 ticket Refund hasn't arrived for order B-11842, it said 3 to 5 business days
#48243 survey Hold time was long but the agent was lovely
#48245 chat Delivery date keeps moving, it was supposed to come Friday
#48247 call can you cancel my subscription, I don't use it anymore
#48252 chat I got billed two times for my monthly plan this month
#48254 call Still waiting on my refund from the return in March
#48257 review Locked out of my account after the update, support was great though
#48259 chat the promo code says expired but the email says it runs till Sunday
#48261 ticket Order C-55710 shipped late and arrived damaged
#48263 call I was charged again after I cancelled
#48250 ticket please confirm the address change went through
TaxonomyConversations
Returns & RefundsLate Refunds11,598
Account & AppLogin Issues4,632
Orders & ShippingDelivery Delays15,553
Payments & BillingPayment Declines3,708
User story
Example user story: As a customer, I want my refund within 5 days of my return arriving, so I am not left out of pocket.
As a customer, I want my refund within 5 days of my return arriving, so I am not left out of pocket.
Call #48213Very NegativeOutcome: Stayed Negative
As a customer, I want to stay signed in after an app update, so I can check my order without resetting my password.
Chat #48216NegativeOutcome: Improved
As a customer, I want a new delivery date as soon as my order is late, so I can plan to be home.
Ticket #48218Very NegativeOutcome: Worsened
As a customer, I want a duplicate charge reversed on the same call, so I do not have to call back.
Call #48219NegativeOutcome: Improved
03Understand
See what is changing.
Feedback Channels shows which topics are growing, deteriorating or recovering. Drill into the topics behind a trend, read a Spiral AI summary and open the example conversations.
Fig. 03 · Feedback ChannelsSample data
All Channels · 26 weeks
Contacts1,639,204
Weekly contacts by Very Negative, Negative, Neutral, Positive, Very Positive. Use the arrow keys to read each period.
Spiral AI summary
Late Refunds is deteriorating: 38% of these conversations end worse than they started.
Login Issues is recovering after the Jan 14 app update. 46% now recover before they end.
Deteriorates38.05%
Recovers8.97%
Volume111,274
Deteriorates6.64%
Recovers46.21%
Volume96,536
Deteriorates20.64%
Recovers18.21%
Volume174,045
Deteriorates16.92%
Recovers24.05%
Volume69,577
Placeholder · hidden in production
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Sed do eiusmod tempor incididunt ut labore, ut enim ad minim veniam quis nostrud.
Name, Title
04Ask
Ask anything.
The AI Agent answers in plain language, with charts, and links every answer to taxonomy topics and example conversations. Ask why contact volume spiked or what is driving refunds.
Fig. 04 · AI AgentSample data
Cited in the answerSkyline Retail
Late RefundsReturns & Refunds38% deteriorate
Example conversations4 of 111,274
Call #48213Jan 6, 14:32Worsened
Mailed a holiday return back on Dec 27
Refund not received after the return was delivered
Chat #48266Jan 8, 09:15Improved
Asks when a mailed holiday return will be refunded
Agent shared the refund date in the chat
Email #48270Jan 9, 11:02Stayed Negative
Refund sent to a closed card
Call #48230Jan 12, 17:48Worsened
Return arrived at the warehouse two weeks ago
Agent could not give a refund date
AI AgentAll Channels
Which channel had the most refund complaints?
Voice carried 48% of conversations, and it was the most negative: 42% got worse during the call.
Late Refunds by channel
Late Refunds by channel: Voice 48, Chat 30, Email 22
Chat recovers best (12%) because agents can share the refund status in the conversation.
05Act
From answer to action.
Describe a dashboard and AI Dashboards builds it, so leadership has a live view. AI Reports send each team what changed in the problems it owns, by Slack or email, on a schedule.
Fig. 05 · AI Dashboards and AI ReportsSample data
AI DashboardsLive
Executive CX dashboard: weekly volume by channel, sentiment trend and top refund drivers
Executive CX dashboard
All ChannelsSep 29, 2025 - Mar 29, 2026
Conversations1.64M+14%
Negative sentiment33%+6 pts
Late Refunds111k15,835 peak week
Recovered22%+4 pts
Weekly volume by channel
Top contact reasons
Delivery Delays174k
Late Refunds111k
Login Issues96.5k
Return Labels69.6k
Exchange Requests58.6k
Top drivers of negative sentiment
Late Refunds 82% negative 38% deteriorate
Damaged Items 67% negative 26% deteriorate
Delivery Delays 57% negative 21% deteriorate
Payment Declines 58% negative 17% deteriorate
AI ReportsScheduled
Weekly CX Pulse
Mon 9:00 AM
#cx-leadershipSlack
cx-team@skyline.exampleEmail
SpiralApp9:00 AM
#cx-leadership
Weekly CX Pulse · Mar 16 - Mar 22
Late Refunds still deteriorates in 38% of conversations.
Login Issues stayed low, and 46% now recover.

Enterprise

Built for enterprise.

The security, privacy and access controls your security review will ask about.

Security and privacy

Integrations

Native with UJET.

Spiral also connects to the help desks, CRMs, review sites and survey tools you already use.

See all integrations

Featured · NativeLive

UJET

Calls, chats, and screen recordings from UJET CCaaS, ingested through UJET external storage: Amazon S3, Google Cloud Storage, or SFTP.

Visit UJET

Zendesk
Salesforce
Gorgias
Intercom
HubSpot
Freshdesk
App Store
Trustpilot
Qualtrics
Medallia
Snowflake
Looker

See all 30 integrations

Hear what your customers are really saying. Spiral reads every conversation, so you know what to fix next.

Talk to us Visit UJET

SOC 2 Type II
Native with UJET
US, UK and EU regions

Jettie · UJET

Every customer conversation, understood. Spiral turns calls, chats, tickets and reviews into answers your team can act on.

All Channels

Trusted by customer teams at

From noise to answers. Spiral listens to every channel, structures what it hears and answers your questions.

Every channel, in one place.

Structure that adapts.

See what is changing.

Ask anything.

From answer to action.

Executive CX dashboard

Weekly CX Pulse

Built for enterprise.

SOC 2 Type II

PII redaction

Access control

Data regions

Encryption

Native with UJET.

UJET

Hear what your customers are really saying. Spiral reads every conversation, so you know what to fix next.

Late Refunds	82% negative	38% deteriorate
Damaged Items	67% negative	26% deteriorate
Delivery Delays	57% negative	21% deteriorate
Payment Declines	58% negative	17% deteriorate