Clarity is an AI-powered customer experience platform that combines Voice of Customer intelligence, AI support automation, and agent assist in a single enterprise-grade solution designed for organizations where compliance and accuracy are critical.
What is Clarity?
Clarity ingests customer conversations from chats, reviews, social media, surveys, and support interactions and produces automated replies, categorized feedback dashboards, and root-cause insights. The platform runs on cloud infrastructure (available on Google Cloud Marketplace) and is developed by Clarity. It uses NLP models to detect sentiment and categorize unstructured feedback.
Key Features
- AI Support Automation — Resolves common tickets instantly by pulling answers from your knowledge base, with guardrails that limit responses to approved content.
- Voice of Customer (VoC) Intelligence — Aggregates feedback from multiple sources (social, surveys, support logs) into a single platform; detects themes, tracks sentiment, and triggers alerts.
- Agent Assist — Suggests AI-generated replies from your knowledge base so human agents can review, edit, and send responses with confidence, with a human-in-the-loop feedback mechanism.
- Enterprise Security & Compliance — SOC 2, HIPAA, and GDPR compliant; encrypts data in transit and at rest; provides role-based access, full audit logs, and SASM guardrails for extra protection.
- Guardrails & Oversight — Built-in limits, approval workflows, and audit logs prevent off-brand or hallucinated replies; humans can override AI suggestions at any point.
- Team Routing — Auto-routes conversations to the correct team (e.g., refunds to payments) based on intent and topic.
- Closed-Loop Action — Converts customer feedback into trackable improvement actions and allows teams to show customers when their input leads to a change.
Who is it for?
- Customer Support Teams — Use AI agents to auto-resolve repeat issues and reduce ticket volume, freeing agents for complex cases.
- Customer Experience (CX) Leaders — Centralize feedback from all channels, spot sentiment trends, and generate dashboards to share with product and leadership.
- Product Managers — Extract actionable, data-backed priorities from customer conversations to guide feature development.
- Compliance Officers — Rely on SOC 2/HIPAA/GDPR controls and guardrails to ensure all automated responses meet regulatory standards.
Use cases
- Reactive Support Automation — Configure AI agents to answer top 100 support questions from your knowledge base, with human oversight on flagged interactions, reducing first-response time and escalating only when needed.
- VoC-Driven Product Roadmap — Aggregate thousands of customer comments from Zendesk, Intercom, social media, and surveys; use NLP to identify recurring feature requests and measure sentiment change over time.
- Compliant AI Rollout — Deploy AI agents in regulated industries (healthcare, finance) with guardrails that block off-topic or risky responses, plus full audit trails for every conversation.
How does it work?
Clarity follows a four-step cycle: Listen (collect feedback from chats, social, surveys, support), Understand (use NLP to categorize and detect sentiment), Respond (automate answers or suggest replies to agents), and Act (surface insights and trigger improvements). Onboarding involves connecting existing support and feedback channels; no manual tagging is required for category setup.
FAQ
How secure is Clarity?
Security is built into the platform: SOC 2 compliant, GDPR and HIPAA compliant, data encrypted in transit and at rest, role-based access with full logging, and SASM guardrails. Access is always reviewable.
