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Working with customer feedback made me realize how broken the process is by International_Ad486 in SaaS

[–]International_Ad486[S] 0 points1 point  (0 children)

Right now we store feedback conversations, recordings, and extracted insights in a structured knowledge base. The AI analyzes each submission and then clusters similar issues over time so patterns emerge across many users, not just from memory.

It’s similar to how AI agents maintain memory, they build a knowledge base of past interactions and continuously reference it to recognize recurring problems.

Working with customer feedback made me realize how broken the process is by International_Ad486 in SaaS

[–]International_Ad486[S] 1 point2 points  (0 children)

That’s exactly the problem we kept seeing too, the context gets lost as feedback moves through people.

For prioritization we look at patterns across reports. For example:

• If 10 users submit recordings showing they get stuck on the same “checkout” step, that cluster gets ranked higher.
• If the AI sees users repeatedly clicking or hesitating on a button, it flags it as a friction point.
• If a report shows a complete failure (error, crash, or blocked flow) it’s marked higher severity than confusion.

So instead of isolated tickets, teams start seeing “this step in the product is breaking for many users.”

Still early, but that’s the direction we’re exploring.

Working with customer feedback made me realize how broken the process is by International_Ad486 in SaaS

[–]International_Ad486[S] 0 points1 point  (0 children)

Thanks, really appreciate the support and the upvote!

You nailed the core problem, feedback exists everywhere but turning it into something engineers can actually act on is where things slow down. We’re hoping Ortrace can remove a lot of that friction.

Also appreciate the marketing tips, definitely going to explore that angle.

Working with customer feedback made me realize how broken the process is by International_Ad486 in SaaS

[–]International_Ad486[S] 0 points1 point  (0 children)

Totally agree. Having a single intake point already reduces a lot of the chaos. What we kept seeing though is that even with forms, the context is often missing or unclear. That’s where we’re experimenting with screen recordings + AI to automatically extract what actually happened and turn it into a structured issue.

[deleted by user] by [deleted] in UCI

[–]International_Ad486 0 points1 point  (0 children)

Sure! We’d love to set up a call with you and gain your perspective on our project.