Introducing Product Intelligence

Turn your customer feedback into a product strategy.

You keep hearing the same feature request from customers over and over. But when it’s time to convince the product team to build it, you always run out of time trying to track down the evidence.

That’s why today, we’re launching Product Intelligence. Our AI automatically analyzes and clusters feature requests across all your customer conversations, so you can instantly turn customer feedback into a product strategy.

How It Works

All the evidence you need already lives in Pylon. Your customers ask for new features across support tickets, Slack messages, emails, recorded calls, and more.

The problem is taking things back to your product team. It takes hours of hunting through tickets, compiling links, and switching between tools to build a case for one product change:

• Every customer who requested the feature
• Each time they mentioned it
• Why it matters to customers
• How much revenue it impacts

Now, Product Intelligence automatically gathers, summarizes, and groups that data from customer conversations right in Pylon. Instead of doing ticket collection, you can collaborate with product to build what customers actually want.

And when the feature gets shipped, we help you close the loop by automatically notifying every customer who requested it.

The Complete Loop

We’ve built an agentic workflow to take you from identifying feature requests → clustering customer feedback → reporting impact → notifying your customers:

1. Smart Clustering: AI automatically groups similar customer feedback into a trackable feature request. Filter requests by any custom field to understand which accounts they affect.
2. Evidence Collection: See AI summaries, conversation snippets, and lists of everyone who asked for the feature, what they want, and when they mentioned it. Click into individual customer interactions to see the details.
3. Impact Tracking: Sort feature requests by ARR or number of mentions to instantly quantify business impact.
4. Project Management Integrations: Directly create a product ticket in Linear or Jira with all the evidence already attached. Next time a customer mentions the feature, it automatically gets clustered and added into the existing ticket.
5. Broadcasts: Once the feature ships, automatically draft a broadcast to notify every customer who asked for it at scale.

Use Cases

Together, these tools help you champion product changes that actually align with what customers are saying. Here’s how Product Intelligence could work for your team:

• Prioritize high-value requests: Prove that features impact your highest value accounts by filtering for a specific customer segment or tier. If selling to enterprise is your largest growth opportunity, you can see exactly which product changes matter to that market.
• Map requests directly to revenue: Show your product team the actual monetary impact of each feature request, so together you can focus on your biggest levers.
• Sync customer feedback to product roadmap: Create a single product ticket for a high-frequency request, and AI will continuously add new evidence in from Pylon. Your product team doesn’t end up with duplicate tickets and you keep strengthening your case.

Building the All-in-One Support Platform

Product Intelligence is our next step in building the unified platform for your post-sales team.

Pylon is already where customer interactions become actionable account insights for support and customer success teams. Now, it's also where teams bridge the gap between feature requests and business insights that drive the product roadmap.

If you’re ready to turn your customer feedback into a product strategy, book a demo to get started with Pylon.