New AI-driven Spotlight and categories features provide real-time analysis of unstructured feedback, enabling businesses to better understand their data
TAMPERE, FINLAND [04/03/25] – The global leader in micro-feedback, HappyOrNot (www.happy-or-not.com)
has today launched new AI-powered open feedback capabilities in order to help business better understand their customer feedback, in the age of big data. The new features, Spotlight & categories powered by HappyOrNot AI, allows businesses to instantly summarize and categorize customer feedback, transforming large volumes of unstructured data into clear, actionable insights.
HappyOrNot’s ubiquitous and instantly recognizable smiley-faced feedback technology is trusted by businesses in retail, healthcare and airports worldwide. The introduction of AI-driven data sifting will enable companies to better understand their customer feedback data, and effectively implement changes and action strategies in real-time, improving service quality and customer experience in the process.
As businesses struggle to extract meaningful insights from huge amounts of open-ended feedback, often missing critical trends, HappyOrNot’s AI-powered solution address this challenge via these two separate features:
Spotlight: Designed to automatically summarize the most relevant insights from customer comments, identifying key strengths and improvement areas.
Categories: Designed to organize feedback into structured themes - including operational challenges, staff performance and inappropriate content filters such as spam and profanity.
Tracey Coetzee, Global Food Manager at ISS comments: "With HappyOrNot's AI-enhanced open feedback, we instantly see what’s working and what’s not across our food departments globally. The easy-to-read, categorized summaries of our customers' comments make our decisions on menus and service improvements quicker and easier, and give us valuable input for client meetings and staff recognition."
By eliminating manual analysis, HappyOrNot’s new AI features ensure that businesses can act quickly on what matters most - whether enhancing customer experience, improving staff training or identifying operational inefficiencies. Unlike generic AI models that rely solely on off-the-shelf LLMs, HappyOrNot AI uses several models custom-trained by their in-house team, specifically for customer feedback analysis. With access to the industry’s largest CX dataset - over 1.5 billion real-world customer feedback data points - it delivers deeper industry relevance than AI trained on broad internet sources. Purpose-built for sentiment analysis, it understands industry context by leveraging real-world, industry-specific verbatim data, rather than generic web-based information. Additionally, feedback can be understood and translated from any language, so businesses can review and act on customer comments in the selected language for their HappyOrNot Analytics.
Miika Mäkitalo, CEO of HappyOrNot comments: “As the global leader in micro-feedback, this marks our next development in helping companies action the data they receive from their feedback nexus. Unstructured feedback has long been a blind spot for businesses, making it difficult to pinpoint exactly what needs attention.
By applying AI-powered open feedback capabilities, HappyOrNot is making it both easier and faster for companies to turn raw comments into concise summaries and meaningful actions, invariably helping them to improve customer satisfaction and operational efficiency, and boost revenue and income as a result."
About HappyOrNot
Creator of the globally recognized four Smileys, HappyOrNot enables companies to identify and optimize experiences across all touchpoints through relevant, in-moment feedback data. With the ability to track, validate, and compare ongoing performance, companies are empowered to continuously improve experiences and drive operational success.
Founded in 2009, today HappyOrNot serves 4,000 brands across 135 countries, like Amazon, Google, Aramark, Rocket Stores, and Heathrow Airport, and has collected and reported on over 1.5 billion feedback responses.
Headquartered in Finland, HappyOrNot also has offices in the U.S. and around the globe and a reseller network of over 100 companies. Visit www.happy-or-not.com to learn more.
For media enquires contact:
Levi Buckland
0044 7800754536