USE CASES
What question do you need to answer?
Every customer intelligence program starts with a question. "Why is our NPS flat?" "Which complaints should we fix first?" "What do customers actually think of our support?"
These use cases show how teams answer those questions with InsightNarrator — the analysis techniques, the workflow, and what the output looks like.
Each use case is a complete walkthrough: real scenarios, sample data, and the specific analyses to run.
Deep dives
NPS is a number. The verbatims are the story.
Your NPS is +32. Now what? Most teams stop at the score. The answers are in the verbatims — the open-text responses where customers explain their rating.
This walkthrough shows the five analysis techniques that transform an NPS program from a score into a strategy: which aspects drive the score, what causes it to change, what detractors are really saying, what blocks promoters, and why your advocates recommend you.
Analyses covered
- ABSA
- Sentiment Driver Analysis
- Feedback Classification
- Pain Point Discovery
- Loyalty Driver Analysis
Flat sentiment is not enough.
"Overall sentiment is +0.3" tells you nothing about what to fix. Aspect-Based Sentiment Analysis breaks that number apart: Product Quality +0.7, Customer Support -0.5, Pricing +0.1.
This walkthrough explains the taxonomy problem (why most ABSA implementations fail), how governed taxonomies keep analysis consistent wave over wave, and a full worked example on 8,400 e-commerce reviews.
Analyses covered
- ABSA
- Taxonomy auto-generation
- Sentiment by Topic
Find where churn is born — before it happens.
Every customer who churns first complained. But the risk that complaint signaled was never assessed. C-Risk scores every complaint on likelihood of escalation × severity of impact.
This walkthrough shows the risk matrix, a worked example on 3,200 support tickets, and how volume-sorted queues hide the complaints that matter most.
Analyses covered
- Complaint-Risk Scoring
- Combined ABSA + C-Risk
- Feedback Classification
Start with your goal
Find your starting point
| Your goal | Start here | Use case |
|---|---|---|
| Understand why NPS is what it is | NPS Verbatim Deep Dive | NPS deep dive |
| Find which experience aspects drive sentiment | ABSA | ABSA |
| Prioritize complaints by business impact | C-Risk Scoring | Complaint risk |
| Prevent churn and escalation | C-Risk + Churn signals | Complaint risk |
| Benchmark against competitors | Competitive Intelligence | VOC Playbook |
| Build a full analysis program | The 5-phase program | VOC Playbook |
Let Scoty decide
Not sure where to start?
Upload a dataset and Scoty — our analysis agent — reviews it and recommends which analyses to run, based on what the data actually contains. No configuration. No setup project.
Or start with the Customer Intelligence Playbook: all 43 analysis techniques explained, with a decision tree for choosing where to begin.
Disclaimer: Analysis availability depends on dataset shape (e.g., timestamps for trend analysis, channel metadata for channel comparison). Scoty's recommendations appear after dataset import.