The 10 Best AI Tools for Customer Feedback Analysis in 2027
By Kory White · Updated Oct 2026 · 5 min read
Direct answer
Qualtrics Text iQ is the best AI tool for customer feedback analysis: it assigns topics to open-ended answers and, on its Advanced tier, adds sentiment analysis and summary mode. Medallia is #2 for enterprise root-cause analysis, and Thematic is #3 with a published $25,000-per-year entry plan.
Product teams that feed feedback into AI workflows and revenue decisions
Pick by what you want
Best overall
Qualtrics Text iQ
Best value
Thematic
Best for public conversations
Brandwatch
Best to start free
Dovetail
Best monthly entry price
Kapiche
The ranking
1
Qualtrics Text iQ
Answrs VerdictThe deepest text tool inside a survey platform.
Price: Not published; Qualtrics’ pricing page shows only “Request Pricing” for its Customer Experience productsCore topics: Assigns topics to open-ended feedback, with hierarchical topics, search, spell checking and lemmatizationAdvanced tier: Sentiment analysis, recommended topics, comment translation and summary mode are Advanced onlyResponse limit: Basic: 20,000 responses per survey; Advanced: unlimitedFounded: 2002
Qualtrics Text iQ assigns topics to open-ended feedback, with hierarchical topics, search, spell checking and lemmatization. The Advanced tier adds sentiment analysis, recommended topics, comment translation and summary mode. Basic handles 20,000 responses per survey and Advanced is unlimited. Pricing is not published; the company was founded in 2002.
Go ifTeams already running surveys in Qualtrics that want sentiment and topics on open-text answers
Skip ifYou want a standalone tool that does not require the Qualtrics survey platform
Why #1 over #2: Its sentiment and summary tools sit inside the survey platform, where Medallia’s analytics come with a heavier enterprise rollout.
2
Medallia
Answrs VerdictThe enterprise standard for turning text into root causes.
Price: Not published; priced in annual tiers by Experience Data Records, with “Talk to Sales”Themes: GenAI surfaces emerging themes across text analytics with no manual taggingRoot Cause Assist: AI digs into the data to surface drivers, with no analyst requiredScale: 2,000+ leading brandsFounded: 2001
Medallia uses GenAI to surface emerging themes across text analytics with no manual tagging, and Root Cause Assist finds drivers without an analyst. The company, founded in 2001, cites 2,000+ leading brands. Pricing is set in annual tiers by Experience Data Records and is not published.
Go ifLarge enterprises that want text themes, root causes and reply drafting in one experience platform
Skip ifYou want to see a price before talking to sales
Why #2 over #3: Root Cause Assist explains the drivers behind themes, which Thematic’s theme view alone does not state.
3
Thematic
Answrs VerdictThe best value, with the clearest published entry price.
Price: Foundation plan is $25,000 per year with up to 25,000 comments and up to 3 datasets; Enterprise is a custom proposalScoring Agent: Predicts NPS, churn propensity and effort from unstructured feedbackRevenue at Risk: Ranks themes by associated revenueROI study: 543% ROI in a Forrester Total Economic Impact studyLaunched: The idea began in 2015; the company officially launched in 2017
Thematic pulls surveys, tickets, call transcripts and reviews into one view and traces each theme to the raw comments. Its Scoring Agent predicts NPS, churn propensity and effort, and Revenue at Risk ranks themes by revenue. The Foundation plan is $25,000 per year for up to 25,000 comments and 3 datasets, and a Forrester study cites 543% ROI.
Go ifCX teams that want a published starting price and themes tied to revenue
Skip ifYou need a free or monthly plan
Why #3 over #4: It publishes an entry price, where Chattermill lists none.
4
Chattermill
Answrs VerdictA modern feedback analysis platform with unlimited seats.
Price: Not published; the site says there is no per-user fee and you can add as many users as you needLyra Agent: An AI agent that answers feedback questions with quantified evidence, charts and customer quotesIntegrations: 65+ native integrations and an MCP serverAlerts: Real-time anomaly alerts routed to Slack, email, Jira and moreFit: Not a good fit for teams not consistently collecting more than 5,000 pieces of feedback every month
Chattermill’s Lyra Agent answers feedback questions with quantified evidence, charts and customer quotes, and anomaly alerts route to Slack, email and Jira. It lists 65+ native integrations and an MCP server, and charges no per-user fee. The site says it is not a good fit for teams not consistently collecting more than 5,000 pieces of feedback every month.
Go ifTeams with high feedback volume that want unlimited users and live alerts
Skip ifYou collect fewer than 5,000 comments a month
Why #4 over #5: Unlimited users and live alerts go beyond InMoment’s summary-led approach.
5
InMoment
Answrs VerdictA long-established text analytics suite with AI summaries.
Price: Not published; the site links to “View Plans & Packages” without listing pricesSmart Summaries: Reduce analysis time by 75% with Smart SummariesText Analytics: Natural language processing with automatic issue detection that shows the highest opportunity areasScale: Trusted by more than 3,000 brandsFounded: 2002, originally as Mindshare Technologies
InMoment pairs natural language processing with automatic issue detection that shows the highest opportunity areas. Smart Summaries reduce analysis time by 75%, and the company says it is trusted by more than 3,000 brands. It began in 2002 as Mindshare Technologies. Prices are not listed.
Go ifBrands that want NLP issue detection across the customer journey
Skip ifYou want published pricing
Why #5 over #6: It adds AI summaries and issue detection that Sprinklr’s listening-first product does not lead with.
6
Sprinklr Insights
Answrs VerdictThe strongest pick for listening at social scale.
Price: Not published on its siteInsights: Sprinklr Insights uncovers real-time consumer, product and market insightsAnalyst recognition: Leader in the 2026 Gartner Magic Quadrant for Voice of Customer PlatformsMicrosoft story: Microsoft analyzed 8.6 billion mentions for voice of customer insightsFounded: 2009
Sprinklr Insights uncovers real-time consumer, product and market insights, and Sprinklr is a Leader in the 2026 Gartner Magic Quadrant for Voice of Customer Platforms. Microsoft analyzed 8.6 billion mentions with it. The company was founded in 2009 and does not publish prices on its site.
Go ifEnterprises that need social and public-web listening alongside surveys
Skip ifYou only analyze your own survey and ticket text
Why #6 over #7: It covers social and market listening at a scale Brandwatch’s plans page does not detail.
7
Brandwatch
Answrs VerdictThe best pick for public conversation analysis.
Price: Not published; the page says standard to enterprise plans are available and links to a Plans pageSegmentation: Categorize conversations by feedback, complaints, opinions and more using machine learning classifiersIris: A Gen AI assistant that turns data into readable insightsArchive: 1.7 trillion historical conversations going back to 2010Founded: 2007
Brandwatch categorizes conversations by feedback, complaints and opinions with machine learning classifiers, and its Gen AI assistant Iris turns data into readable insights. Its archive holds 1.7 trillion historical conversations going back to 2010. Founded in 2007, it lists standard to enterprise plans without prices.
Go ifResearchers analyzing public conversations and reviews about a brand
Skip ifYour feedback lives mostly in your own tickets and surveys
Why #7 over #8: Its public-conversation archive goes beyond Kapiche’s focus on your own customer conversations.
8
Kapiche
Answrs VerdictA transparent plan ladder for conversation analytics.
Price: Bronze starts from $2k per month; Silver, Gold and Custom are price on requestBronze limits: 50,000 rows and 10 fields per project, 2 creator seats and 5 explorer seatsAI Enrichments: Turns unstructured conversations into structured fields such as reason for contact, satisfaction and eCSATCoverage: Analyzes 100% of customer conversations rather than only survey responsesSetup: Deploys in a day, with SOC 2 and CSA certification
Kapiche analyzes 100% of customer conversations and uses AI Enrichments to turn them into fields such as reason for contact, satisfaction and eCSAT. Bronze starts from $2k per month with 50,000 rows and 10 fields per project; higher plans are price on request. It deploys in a day.
Go ifSupport and CX teams that want a published monthly starting price
Skip ifYou need more than 50,000 rows on the entry plan
Why #8 over #9: It lists a monthly starting price, which Dovetail’s custom Enterprise plan does not.
9
Dovetail
Answrs VerdictThe best free starting point.
Price: Free plan is $0 per user per month; Enterprise is custom pricingChannels: Analyze feedback at scale from support tickets, app reviews and sales calls (beta)Multilingual: Built-in AI translates all feedback automaticallyChat: Answers plain-language questions with traceable answers from first-party dataSecurity: SOC 2 Type II and ISO 27001 certified
Dovetail analyzes feedback from support tickets, app reviews and sales calls in its Channels feature (beta), and built-in AI translates all feedback automatically. The Free plan is $0 per user per month, and Enterprise is custom. It is SOC 2 Type II and ISO 27001 certified.
Go ifProduct and research teams that want to start free and mix interviews with feedback
Skip ifYou need a larger self-serve paid tier
Why #9 over #10: It starts free, where Enterpret lists no plan or price.
10
Enterpret
Answrs VerdictThe newest pick, built around AI agents.
Price: Not published on its siteTaxonomy: Adaptive Taxonomy and a Customer Context Graph unify feedbackMCP Server: Enterpret MCP Server connects customer context to AI tools such as Claude and ChatGPTCanva story: 220M+ customer feedback analyzedSignals: Support tickets, sales calls, surveys, reviews, social conversations and CRM data
Enterpret unifies support tickets, sales calls, surveys, reviews and CRM data with an Adaptive Taxonomy and a Customer Context Graph, and its MCP Server connects that context to AI tools such as Claude and ChatGPT. Canva is a case study at 220M+ customer feedback analyzed. Pricing is not published.
Go ifProduct teams that feed feedback into AI workflows and revenue decisions
Skip ifYou want pricing before a demo
How we ranked these
We ranked tools by how deeply they analyze open-text customer feedback, then by published price and track record, using each vendor’s own site for features and prices; where no price is published we say so. Founding years come from Wikipedia and Thematic’s About page. Eight picks from the old list stayed. Idiomatic (its site now redirects to Siena) and Viable (its site would not load for us) were replaced with Dovetail and Enterpret. Facts are taken from each maker's own published information; check the official site before you buy.
Questions people ask
What is the best AI tool for customer feedback analysis?
Qualtrics Text iQ is our top pick: it assigns topics to open-ended feedback and, on the Advanced tier, adds sentiment analysis, recommended topics and summary mode. Medallia and Thematic follow.
Which feedback analysis tool publishes its price?
Thematic lists a Foundation plan at $25,000 per year, Kapiche’s Bronze plan starts from $2k per month, and Dovetail has a Free plan at $0 per user per month. Most others publish no price.
Is there a free option?
Dovetail lists a Free plan at $0 per user per month.
Which tools work with AI assistants like Claude and ChatGPT?
Chattermill lists an MCP server, Enterpret has an MCP Server for Claude and ChatGPT, and Thematic offers AI Tools (MCP) for Copilot, Claude and ChatGPT.
Year each vendor was founded or launched at a glance
Medallia2,001 year
Qualtrics2,002 year
InMoment2,002 year
Brandwatch2,007 year
Sprinklr2,009 year
Thematic2,017 year
Year each vendor was founded or launched, as published by each maker. Picks without a published figure are left off.
