Over the past few months the Caravel team has been making major updates to help teams build software customers love, faster. In total we've shipped 23 new features, 42 improvements, and 40 bug fixes.
Here's quick round up of what we've been working on:
Turn feedback into automated actions
Often, when we talk to teams about customer feedback, one of the biggest hurdles is taking action. Especially when it involves getting multiple departments aligned. What good is customer feedback if it sits in your inbox for months?
In January we launched Automations to provide you with a way to integrate your tools into Caravel to get feedback and insights directly to the teams that need it in the tools they already use. With our automations you can quickly integrate apps like Trello, Airtable, Zapier, Slack, BigQuery, and more with Caravel to build powerful workflows that automate time-sensitive, data-heavy processes using insights discovered by Caravel's ML engine.
Using our HTTP Triggers you can send data to and trigger API actions on many web-based apps and platforms. Caravel gives you full access to the data so you also have control of how insights are delivered. We also released a database integration with BigQuery so you can easily map and sync Caravel data to your BiqQuery tables.
Our HTTP Triggers give you ultimate flexibility to automate on a myriad of platforms. Additionally, we have more direct automations planned on our roadmap to make taking action on the most popular apps and platforms instant. You can read ore about how automations work in our docs.
Track trends in your feeds
When we ask teams about interpreting customers feedback, often we hear about a desire for data over anecdotes. We're pleased to announce we recently made reports available to all saved feeds to deliver on this.
Saved feeds are now place where all of your teams can get a clear, instant, and complete picture of how your product is performing according to your customers. Another benefit, you get immediate insight into all the customer conversations that contribute to the reports.
Once you save a feed in Caravel, you get a new view that allows you to filter by date ranges and measure customer sentiment and engagement over time by topic and intent. You can even download snapshots of these reports in CSV format and connect them directly to your database using automations.
On our near term roadmap we have more charting options planned for feed reports and we're adding a highly requested feature of email and slack digests.
Identify sentiment of different speakers
A challenge when automating analysis of the Voice of the Customer is ensuring your analyzing the voice of the customer and not the voice of everyone involved in the conversation. However, there are many instances where you may want to analyze the voice of your agents, reps, or employees.
To ensure you're able to accurately compare and contrast the voices you're interested in, Caravel now gives you the ability to identify different speakers in conversations. Now you can measure sentiment, topics, and intents on speaker by speaker basis and ensure you're analyzing the correct voices that are critical to your tasks.
Soon, you will be able to create segments of speakers within Caravel and filter by those segments within your feeds. Additionally, you'll be able to measure trends by segments so you can compare how team communication is impacting customer outcomes and a lot more.
Custom insights faster than ever
We believe your teams should spend as little time as possible managing and organizing data and more time doing what they do best. This is why we've spent past three months improving the user experience for creating customer insights to make it even easier.
The latest release of Caravel introduces a new highlighting feature so you can bulk add samples of text to your custom text classifiers.
Additionally, we added a testing module to the classifier management page so you can easily test the prediction confidence of your classifiers.
In just a few releases you'll be able give negative feedback to Caravel with the highlighter and we'll be introducing classifier collections – an easy way to create and manage a taxonomy of insights.
Organize conversations from integrations
In January we also released a new user experience for authenticating integrations and creating data sources. Now you have access to Connections and Sources to easily authenticate third-party apps and define how you want the data to be pulled into Caravel.
Simply put, connections are authentications with third-party apps and platforms. Where Sources enable you to reuse connections with a variety of conditions set so you can filter and segment your conversations into different data sources that are made available to your feeds.
A source can also be imported files, web clippings from Clipper, or a collection of notes.
Keep an eye out for more app integrations coming to your Connections manager soon!
A new workspace to manage teams and billing
Finally, we've overhauled Caravel's account management experience to make it easy to invite your teammates, manage your plan, and switch between teams. With this, we're now accepting signups for a new on-demand plan, where you will only pay for the records you analyze in Caravel.
What's next for Caravel?
This latest release was a big effort that involved tons of feedback from our pilot customers and countless hours from every team member meticulously creating new solutions and improving existing ones based on that feedback.
We release new features regularly, always starting with our customers and working backwards. In the next few months you can expect improvements to our onboarding and documentation to improve Caravel's onboarding experience, more integration support with your favorite apps, additional reporting methods and visualizations, and dozens of new pre-built text classifiers to make it faster than ever to get insights in Caravel 🙌