Alchemer Introduces Alchemer Iris
Iris can respond to reviews, trigger follow-ups, surface insights and move work into existing systems, while keeping users in control of how and where AI is applied.
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Alchemer has announced Alchemer Iris, its AI-native customer feedback and intelligence platform built to turn feedback into action across surveys, reviews, reputation management and other customer listening channels.
Grounded in two decades of CX and market research expertise and millions of customer responses, Iris uses purpose-built AI to ask the next question, bring the answers into focus and act on what it finds.
Combining feedback capabilities, AI innovations and workflow automation, Iris can respond to reviews, trigger follow-ups, surface insights and move work into the systems teams already use, all while remaining human-first, with users deciding where and how AI is applied.
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Built by Alchemer, which serves more than 11,000 mid-market and enterprise customers in more than 80 countries, Iris brings proven customer feedback expertise together with AI designed for action.
“The organisations that win won’t be the ones with the most feedback or the best dashboards; they’ll be the ones that shorten the distance between hearing something and doing something about it,” said Martin Mrugal, CEO, Alchemer.
“We built Iris to help organisations move from signal to action faster. Our purpose-built AI asks the next question, brings the answers into focus and can act on what it finds. Customers still decide what matters; Iris gets them there sooner.”
Purpose-Built AI from Signal to Action
Alchemer Iris embeds AI across the feedback lifecycle, helping organisations collect, understand and act on customer signals from surveys, in-app feedback, reviews, social channels, listings and more. Its conversational experience reduces the work required to move from a business question to insight and from insight to action.
Iris innovations include:
- Conversational Navigation: Customers can tell Iris what they want to accomplish in natural language. Iris guides them to the appropriate capabilities and next steps, reducing the need to determine which feature, tool or workflow to use first.
- AI Survey Builder: Users describe what they want to learn, and Iris creates a survey based on that objective, accelerating the path from a business question to feedback collection with best practices built in.
- AI Removal Assistant: Iris identifies reviews that may violate Google content policies and helps customers prepare removal requests.
- Action and Workflow Automation: Iris connects customer insights to operational action, helping teams respond to reviews, initiate customer follow-ups and move work between the business systems their organisations already use.
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Building on Alchemer’s AI Strategy
Iris builds on Alchemer’s growing portfolio of AI capabilities. Since launching Pulse and Pulse AI in 2024, Alchemer has introduced new AI capabilities on a quarterly basis, including Spark, AI Highlights, Predictive Analytics, Automated Survey Follow-Up and AI Auto-Responder. Iris now brings these capabilities together in a unified AI-native architecture.
Designed with a human-in-the-loop approach, Iris gives mid-market and enterprise customers control over where AI is applied and where human review is required. The platform maintains Alchemer’s focus on ease of use, fast time to value and access to dedicated human support.
Alchemer customers are already realising measurable results from the AI and feedback capabilities that provide the foundation for Iris:
- Malwarebytes identified 15 customer segments, where seven had been assumed, informed four new product launches and achieved double-digit revenue growth in a mature market.
- H&R Block Canada achieved a 100% review response rate across 900+ locations during peak season.
- Washburn & McGoldrick reduced feedback analysis time by more than 50%.
The introduction of Iris comes as customer service and experience leaders face growing pressure to incorporate AI while determining how technology and human expertise should work together.
According to Kim Hedlin, Director, Research, in the Gartner Customer Service & Support practice, “Service organisations are entering a period where AI and human expertise must work in tandem. Leaders are not just deploying AI—they are redesigning service models to ensure that technology enhances the customer experience while humans provide context, empathy and judgment.”
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“While Iris can automate the feedback-to-action cycle, our goal is to extend human expertise and supplement where needed,” said Ryan Tamminga, Chief Customer Officer, Alchemer.
“We can leverage our decades of experience and purpose-built AI to support research and CX experts as they build powerful feedback programs. And, our team of customer success managers and world-class support team will continue to be here when needed.”
