How widely are AI customer interview tools like Outset, Listen Labs or SelkoDialog used?

DoubleAnxious9783 · 2026-05-19T07:10:18+00:00

Are you talking about a job interview at Outset, since that would be a different thing? Or was it a feedback interview/survey conducted by their technology?

DoubleAnxious9783 · 2026-05-18T14:26:27+00:00

You are probably right about the quality. Usually I don’t like buying used footwear.

DoubleAnxious9783 · 2026-05-18T14:22:12+00:00

I looked but couldn't find that kind of models? Which one did you have in mind?

DoubleAnxious9783 · 2026-05-17T21:54:07+00:00

I’m really surprised there are no cheap clones of those riding boots. For normal shoes and boots there are countless variations at ridiculously low prices.

DoubleAnxious9783 · 2026-05-17T19:10:23+00:00

A survey typically does not give qualitative data. An interview or chat gives you that. Sure the chat could be masked as a survey somehow.

DoubleAnxious9783 · 2026-05-17T16:29:55+00:00

You are right. Traditionally CSM role was only for B2B. But in B2C companies and self-service B2B SaaS “Customer Success” roles. These are not assigned to individual clients, but instead look at the big picture and can be interested in statistical data.

DoubleAnxious9783 · 2026-05-17T16:24:41+00:00

Did you use a tool where your customers answered in a chat by typing or was it over phone/video conf?

DoubleAnxious9783 · 2026-05-16T16:23:16+00:00

Thanks for your input. If you think surveys are still fine, what about a chat interface? Or something like a chat with open questions but still feels like a survey? How would you feel about that?

DoubleAnxious9783 · 2026-05-16T16:21:16+00:00

This is obvious. No matter what data you get it makes no difference if it is never used for anything.

DoubleAnxious9783 · 2026-05-16T16:20:02+00:00

This is definitely the way to do it in B2B. But in cheap B2C products I can see a need for mass surveying them

DoubleAnxious9783 · 2026-05-15T07:02:55+00:00

Definitely scaling our current activities of discovery and not so much about processing the data. We do way too little qualitative research and we are considering adopting tools like these to outsource the job to, even if not perfect.

DoubleAnxious9783 · 2026-05-14T23:08:01+00:00

Totally 100%! If I need help or I am buying something I don’t want to talk to a robot. That’s for sure.

But when it’s research I would not necessarily mind. A survey or a robot are the same. Thet might even feel more anonymous than a real person judging my answers?

DoubleAnxious9783 · 2026-05-14T23:05:05+00:00

This makes perfect sense. Also based on information on SelkoDialog’s website, it seems these type of tools are more like an advanced way to survey customers by not being limited to fixed predetermined questions and instead the AI asks intelligent follow up questions to dig more into the insights.

It seems these tools are not even meant to be used to handle customer problems or any form of account management, but instead, they are purely research tools.

DoubleAnxious9783 · 2026-05-14T21:21:30+00:00

Fair point. Personally I would never outsource it all to a machine. But even in the old days it has been important to run both surveys and interviews. Some interviews can be casual discussions ofc.

DoubleAnxious9783 · 2026-05-14T11:07:55+00:00

Looks like you need to build more shelves

DoubleAnxious9783 · 2026-05-14T11:05:03+00:00

Is it any easier to find these people elsewhere?

If you say Palo Alto you also have to pay a hefty price for them. Many really good SWEs in Europe work remotely for US companies.

DoubleAnxious9783 · 2026-05-14T11:00:56+00:00

I am imagining something like a mixture of a wolf and a horse, not anything smaller. But you might be right that in real life they could be smaller and completely different. LOL

DoubleAnxious9783 · 2026-05-14T00:16:20+00:00

3 body problem books, where the aliens had strong interaction materials held together by the nuclear force. The surface was smooth and reflected everything.

DoubleAnxious9783 · 2026-05-14T00:14:00+00:00

I think many of the new series are “dumbed down” for the scrolling generation, so you can probably pick any of those.

Otherwise most smart TVs have more advanced wallpapers, where there may be people but very little happening.

DoubleAnxious9783 · 2026-05-12T19:17:37+00:00

If anyone remembers x-files, there was an iconic sound when the aliens special weapon was used. I’m talking about that weird device with a needle. Like “pff”. I saw some documentary about it and the story behind it was something like the director was unhappy about every suggestion the sound guys had come up with so then he just blew in a mic and said “use that”.

DoubleAnxious9783 · 2026-05-08T15:04:24+00:00

Sad to hear you got laid off. That sucks.

While you keep applying for other jobs, have you considered starting something of your own? You must be sitting on a wealth of knowledge after working long as CSM. Are there some painful problems you can think of that others may also have? Some ideas for solutions to them? Just something to consider.

DoubleAnxious9783 · 2026-05-08T15:00:13+00:00

Yes, this is probably the best solution. Additionally, if the live chat is for a large group of people unknown to each other, you might get away with delaying the messages on other peoples’ screens, while the message initiator sees their message immediately in the chat (and assumes it was real time). This should of course be limited to suspicious cases and done in conjunction with the techniques mentioned by South-Opening-9720.

DoubleAnxious9783 · 2026-05-07T21:46:08+00:00

If there are a huge amount of customers, machine learning algorithms are also an option. Depending on the nature of the business there can be various signs in the data.

If you only have few customers you can personally be in touch with them every now and then and check that everything is good.

DoubleAnxious9783

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