Building software is full of trade-offs. One of the most painful? Choosing between speed and certainty. Move fast and risk being wrong. Move with confidence and risk going too slow.
Most organizations struggle to do either when it comes to listening to customers. Why? Feedback is often a mess because of:
- Scattered user insights: Feedback lives across tools, docs, and Slack messages. It’s everywhere and nowhere, all at once.
- Manual triage: Organizing and categorizing it takes hours upon hours of work.
- Missing context: Without context, you don’t know why someone said what they said, making it harder to prioritize and focus.
- No way to close the loop: Following up with users is manual and disjointed.
All this turns valuable feedback into background noise, leading to slower, riskier decisions.
When user feedback is done right, it’s a goldmine
When we launched Pendo Listen in May 2024, we flipped the script on user feedback. Customers could turn user feedback that was once chaotic and fragmented into a powerful, cohesive story across their entire user journey.
And with Pendo Listen’s newest addition, the Feedback Agent, you don’t even have to dig for insights. You just ask.
Listen’s Feedback Agent: Your new digital ProdOps manager
Picture this: your CEO walks into your 1:1 and says, “We need to rebuild our dashboards. Customer A told me they’re terrible. Drop everything.”
It’s a classic scenario. One offhand comment spirals into weeks of planning, stakeholder interviews, surveys, and sales follow-ups to determine whether that feedback represents your broader user base.
Instead of scrambling, you can ask the Feedback Agent: “What feedback do we have about dashboards?”
In seconds, the Feedback Agent will give you a crisp summary of the themes—generated by AI, backed by real customer quotes, and linked directly to the source. Think of it like Google AI Overviews (AIO): usually, the summary is all you need. And when it’s not, you dive into the sources to verify.
Maybe the insight isn’t “everyone hates dashboards”—perhaps it’s “a few power users are frustrated by filtering options.” And yes, that includes Customer A.
You bring the insight back to your CEO, grounded in data, and keep the roadmap on track. And just like that, product managers can finally say “no”—not out of instinct, but with evidence and confidence.
“Before using Listen’s Feedback Agent, I spent days manually sorting feedback into categories like bugs, feature requests, and recurring themes. It was subjective, time-consuming, and easy to miss important insights. Now, Listen uses AI to handle that initial triage, letting Product Managers dive straight into the insights that matter, using natural language to uncover trends relevant to their work.”
– Adrian Mendoza, Digital experience analyst @ Cin7
Context is king
The Feedback Agent gives qualitative data context because it’s connected to in-app analytics, user sentiment, and session replays. You don’t just see what customers are saying. You also understand:
- Who it’s from: Is this a high-value account or a free user?
- What they were doing: What task were they trying to achieve before and after they provided feedback? Can you watch session replays of their in-app experiences?
- Where they provided feedback: Was it in-app, on a gong call, or via email?
Only Pendo Listen gives you this depth of customer intelligence, tied to actual product behavior.
Best of all, Pendo Listen lets you close the loop via in-app guides or emails. That means no more chasing vague feedback down a rabbit hole, and no more rewriting your roadmap whenever someone forwards a customer complaint.
Move fast and with confidence with your feedback agent
The Feedback Agent helps product teams do something that used to seem impossible: move fast without cutting corners on customer research.
You can move fast because feedback is already centralized and triaged. It also pulls insights from tools you already use—like Salesforce, Zendesk, and more—so you don’t need to piece the puzzle together manually. (And we keep adding new sources to make it even more valuable.)
Listen’s Agent also helps you with confidence because you’re not relying on hearsay or anecdotal evidence. You have clear, data-backed summaries, backed by source quotes, ready to share.
“The Feedback Agent makes data instantly digestible, so everyone in the team can access relevant information instantly. Before, urgent feedback was scattered across systems and only surfaced if someone actively championed it—many critical items were missed.”
– Adrian Mendoza, digital experience analyst @ Cin7
Reclaim your time (and your strategy sessions)
Let’s be honest: most of us never get around to deep thinking. The long-term product vision sessions. The strategic bets. Why? Because we’re stuck chasing feedback, preparing stakeholder decks, or fighting fires triggered by the latest internal hot take.
The Feedback Agent changes that. Instead of spending hours digging for feedback, you can invest that time in strategy. Instead of planning research projects for every roadmap debate, you can just ask—and get an answer you trust.
The result? Smarter prioritization, fewer wasted dev cycles, better adoption, and stronger team alignment.
User feedback is just one piece of the puzzle
Point solutions for feedback often stop at centralization and analysis. They show you what users are saying—but leave you guessing who those users are, what they’re doing, and what to do next.
Pendo is different. Only Pendo combines:
- What users say and how they feel via qualitative feedback
- Who they are and what they do via product analytics
- Why they do it via session replays and contextual insights
- And how to act on it via targeted communication like in-app guides and email
Understanding the “why” behind behavioral data
Let’s say you’re using the Feedback Agent when you notice a common frustration voiced in qualitative data: “It’s annoying I can’t change the color of the graph,” and “The color of the graph makes it hard to read.”
You know you added the ability to change the color of graphs long ago, so why don’t users realize this? To find out, you watch a few session replays, and that’s when the realization dawns on you: users don’t know they must hover over the graph to access this setting.
Your stickiest users eventually figure this out, but first-time users miss it—leading to confusion, support tickets, and low NPS scores.
To fix this, you create a Pendo segment targeting users who don’t regularly engage with this feature. Then, you launch a guide that shows them exactly where to find the color options right when they need it. More experienced users won’t see it, so their workflow stays smooth. If you tweak the feature or make it more obvious, you can let that same audience know with a quick in-app message or email.
That means you don’t just understand what your users are doing and why—you can act on what you learn at scale, in one platform. From the initial feedback to the follow-up communication, Pendo Listen closes the loop.
What’s next for Listen’s Feedback Agent
We’re just getting started. In the coming months, this agent will get even more powerful with:
- More data sources. We’re expanding the reach of Listen’s agent by connecting to even more tools across your tech stack, like Slack conversations, Gong call transcripts, and more.
- A more conversational experience. Today, the Feedback Agent is prompt-based: one question in, one summary out. But our long-term vision is a truly conversational UI, where you can refine, go deeper, and discover richer insights with every follow-up.
- Listen to your prospects. As we bring data sources related to your prospects (like Gong conversations), you’ll be able to identify what’s blocking deals from converting and use this information to make better roadmap decisions.
Listen’s Feedback Agent is now available in Open Beta for all Listen customers. If you already use Pendo Listen, you’ll see the Feedback Agent option in your dashboard. Just start typing.
If you’re not using Pendo Listen yet, now’s the perfect time to see it in action. Request a demo and discover how Listen can help you make better roadmap decisions faster.
