Journey Intelligence Overview

Businesses collect thousands of reviews, but today's review analytics are mostly descriptive: average rating, volume, sentiment and keywords. They show that customers are unhappy, not where in the experience things go wrong or what to fix first.

Journey Intelligence maps every review onto the customer journey for the business's industry. It shows which stages, sub-stages, and topics are hurting the customer experience most, how they are trending, and the reviews behind each score. This moves Reviews from a reporting tool to an optimization layer that connects review signals to concrete operational fixes.

Here is the general journey Intelligence workflow:

1. Reviews are split into segments, and each segment is classified into a journey stage and sub-stage for the entity's industry.

2. Each segment is then tagged with the operational topics it discusses (one segment can carry several topics), along with topic sentiment.

3. An Impact Score is calculated for each stage, sub-stage and topic, along with an urgency tier, trend and review count.

4. The Journey Intelligence page reads these precomputed results; no AI generation happens when a user opens the page.

Journey Intelligence Page

The Journey Intelligence page consists of the following sections:

• Highlights: An Overall Topic Impact card (click to jump to Topics) and a Critical Topic card showing the worst-scoring topic and its trend (for example, -23%). The Critical Topic card opens the topic drawer directly.

• Customer Journey Overview: One card per stage showing its name, score and review count. Selecting a stage opens a drawer with its sub-stages and related topics.

• Topics: Grouped into Critical, Needs attention and Strong, each with a topic count. Each row shows the topic name, score, trend and the stages it appears in. Click See Details next to a topic to see which reviews were used to score this topic.

• Example reviews drawer: Shows example reviews (author, publisher, rating, content, dates) with the sentence driving the score in bold, and links to the review in Review Monitoring.

• AI signposting: The page carries an AI label, because all content is derived from machine-learning classification.

Topic Details 

Journey Stages

Journey stages are tailored to six industries, listed below. Businesses in other industries see a general customer journey. Accounts with entities in more than one industry can use an industry filter to view each industry's journey. Accounts that don't fit neatly into one specific industry are assigned a "general" industry.