OPINATOR continues to move Customer Experience forward with new AI capabilities that help organizations detect signals and act while interactions are still happening.
As part of the growing OPINATOR AI Hub, we are introducing new AImprovements designed to help organizations move beyond traditional feedback programs and toward a more dynamic and responsive way of managing Customer Experience.
Two of these capabilities represent an important step forward: AI Dynamic Engagement and AI Real-Time Action.
Together, they allow organizations to move from simply collecting feedback to understanding signals, deepening the conversation, and triggering action in the moment.
Both capabilities work together by analyzing signals as interactions unfold and adapting the interaction based on your goals and what the system detects in the interaction.
Feedback no longer waits for analysis. It becomes a trigger for immediate understanding and action.
AI Dynamic Engagement
Turning Feedback into Intelligent Conversations
Traditional feedback programs rely on predefined surveys that ask the same questions to every customer regardless of context. While these surveys can capture useful data, they often fail to reveal what truly happened during the experience.
AI Dynamic Engagement introduces a different approach
Integrated into OPIs (OPINATOR Personalized Interfaces), interactions can adapt dynamically as customers share feedback. Instead of following a fixed script, the conversation evolves in real time based on the signals detected during the interaction and the objectives the organization wants to achieve.
If a customer expresses frustration, the system does not simply record the answer for later analysis. The interaction can immediately ask relevant follow-up questions to better understand what is happening. It may explore what went wrong, which aspect of the experience caused the problem, or what improvement would matter most to the customer.
The result is an interaction that feels less like filling out a survey and more like having a short conversation about the experience.
By adapting to each customer’s context and intent, AI Dynamic Engagement helps organizations uncover the real reasons behind customer feedback and build a deeper understanding of what customers are experiencing.
AI Real-Time Action
Turning Signals into Immediate Action
Understanding customer feedback is essential, but insight alone is not enough. In many organizations, action comes too late. Feedback is collected, analyzed, and reported, yet the moment to influence the customer relationship may already have passed.
AI Real-Time Action closes that gap
Once signals are understood during the interaction, this capability ensures that the right workflow, alert, or follow-up is triggered automatically.
For example, if a customer interaction reveals strong dissatisfaction and the objective is churn prevention, OPINATOR can immediately:
- alert a manager or account owner
- create a recovery case
- route the issue to the right team
- trigger proactive follow-up with the customer
In other situations, positive signals can activate actions designed to reinforce loyalty, recognize advocacy, or identify growth opportunities.
Instead of waiting for insights to reach the organization later, companies can respond immediately while the interaction is still happening and the opportunity to influence the outcome is greatest.
From Signals to Understanding to Action
Together, AI Dynamic Engagement and AI Real-Time Action represent a powerful evolution in how organizations manage Customer Experience.
Signals are detected as interactions unfold. Conversations adapt to uncover what really happened. And the right actions are triggered instantly based on business priorities.
This creates a continuous flow from signal to understanding to action, transforming feedback interactions into opportunities to improve experiences, strengthen relationships, and drive measurable business impact.
If you would like to see these AImprovements applied to your business, get in touch or request a demo. Discover how an innovative and complete CX solution can make a real difference for your organization.
If there’s one thing that sets OPINATOR apart in today’s CX landscape, it’s a relentless drive to innovate. Not someday, but now. Always thinking a step ahead to bring you the tools, features, and tech you need to stay competitive and connected. All with simplicity and ease of use — built to be powerful, not complicated.
That means regular updates packed with smart improvements designed to make your CX work simpler, faster, and more effective — helping you reach the results your business is aiming for.
These are some of the latest improvements in OPINATOR — ready for you to start using today.
Faster, Smarter Backend
Imagine being able to create a visually engaging survey — or any customer interaction — in just seconds. Now you don’t have to imagine: it’s here. With the latest updates, OPIs (OPINATOR Personalized Interfaces) generated without specific visual settings now come with a cleaner, more attractive default design — enhancing your customers’ experience with no extra effort on your part.
And that’s not all. It’s now also easier to access the insights that drive real results for your organization. OPINATOR Dashboards give you more flexibility to structure and display customer data with the added “drag and drop” and “multiboxes” functions. This lets you tailor dashboards to your organization’s needs, making it easier and faster to understand what your customers are saying.
A More Powerful Text Analytics Tool
Another key improvement in OPINATOR’s recent updates is the enhanced compatibility between PIP and the popular Text Analytics tool. You can now analyze the meaning and sentiment behind customer comments, uncover trends, and turn unstructured data into actionable insights — even after it’s been processed through PIP (Personal Information Protection).
The Text Analytics tool now also lets you add multiple custom dictionaries to a specific OPI, giving you greater control and deeper insights. That means your insights are even more aligned with your business context, terminology, and goals.
Meet AI Real-Time Action
We have developed the OPINATOR engine with AI technology, enhancing classification processes and boosting sentiment analysis to an impressive 98% accuracy.
You might already be familiar with OPINATOR AI Insights and the power of AI within the OPINATOR solution. Now it’s time to get to know OPINATOR AI Real-Time Action.
This new tool takes your customer feedback analysis to the next level by automatically adding key information from your data in OPINATOR (as well as external sources) that matters into your feedback insights — based on criteria you’ve defined beforehand, tailored to your organization.
But you don’t just get richer, more complete feedback from your OPIs; you also unlock automatic, actionable plans aligned with the same criteria — all without lifting a finger.
The Complete CX Solution That Delivers Impactful Results
OPINATOR helps organizations capture, understand, and act on customer feedback, enabling companies to create more meaningful interactions, improve decision-making, and drive better business outcomes.
Ready to see it in action? Get in touch or request a demo and discover how an innovative CX solution can make a real difference for your business.
Meliá Hotels International is a global hotel group with over 380 properties in more than 40 countries. It offers a diverse portfolio of brands and is widely recognized for its strong commitment to sustainability and excellence in hospitality – highlighting the vital role of customer experience. This approach makes their brand stand out, with soaring profits and recognition worldwide.
Partnering with OPINATOR, Meliá launched a new project for INNSiDE – one of its lifestyle brands – aimed at gathering guest feedback and involving them in shaping the design and experience of their hotel rooms.
The project delivered outstanding results and stands as a clear example of how customer experience can strengthen brand relationships and drive business growth through an effective CX strategy.
Download the case study and discover how customer feedback drove real innovation:
Let’s be real: going to a game, concert, or museum isn’t just about the action on the field or what’s hanging on the wall—it’s about how the entire experience feels. From the moment you buy a ticket to the second you leave the venue, every touchpoint is a chance to win a fan for life… or lose them to a more engaging experience elsewhere.
In the sports and entertainment world, creating a great guest experience has become more than just a nice-to-have — it’s now a competitive advantage. Forward-thinking venues are using technology to better understand their fans, gather real-time feedback, and turn those insights into actions that boost satisfaction and revenue.
Here’s what this approach looks like in action:
- After visiting a training camp or event, fans receive a follow-up that feels personal and timely—encouraging them to share feedback while the experience is still fresh.
- Premium guests are asked about their suite or VIP experience, which can directly impact renewal rates and identify areas to enhance.
- If a fan abandons their online purchase, a thoughtful message can uncover why and potentially bring them back.
Even simple things—like asking about concession lines, exhibit satisfaction, or digital experience on mobile—can provide the kind of insights that drive better operational decisions and fan retention.
Why does it matter?
Because fans who feel heard spend more, come back more often, and bring friends.
Let’s talk numbers. Personalized fan experiences have been shown to increase repeat attendance by as much as 20%. One major football organization in the UK boosted youth registrations by 25% after revamping their digital engagement. Concession data shows that fans would spend significantly more if they could skip the line or pre-order via mobile. These aren’t just guesses—these are real, measurable wins.
As Worth Magazine puts it: “With smarter use of data and fan feedback, sports organizations are learning how to create meaningful digital connections that boost both loyalty and long-term revenue.” (Source here)
And don’t forget about your sponsors. In a world where brand impressions are everything, being able to report back with real-time feedback on sponsor activations is incredibly powerful. It proves ROI in black and white, and makes it easier to retain and attract high-value partners.
As Forbes notes, “Technology is transforming the sports and entertainment industries by delivering personalized experiences that fans are eager to pay for.” (Source here)
Turn Guest Insights Into Game-Changing Experiences
Whether you’re managing a museum, a stadium, or a national concert tour, understanding your guests is the first step toward transforming their experience—and your bottom line.
Want to see how OPINATOR could level up your fan experience (and your revenue)? Let’s chat! Schedule a quick discovery call with us or drop us a line at [email protected].
Let’s talk fans, feedback, and future growth.
Manage Customer Experience with Artificial Intelligence applied to every critical point in your customer journeys
Can you imagine being able to identify hidden patterns in your customers’ experience and automatically define action plans to improve it?
That’s exactly what OPINATOR AI Insights offers: an innovative technology that combines Generative Artificial Intelligence with advanced analytics to give you concrete, actionable answers in real time.
In a world where customer experience has become a decisive factor, listening is not enough—what truly makes the difference is the ability to act, and to do so with agility, precision, and clear criteria. With OPINATOR AI Insights, your organization can turn every data point into a decision, and every insight into a concrete improvement.
Discover everything you can achieve with OPINATOR AI Insights:
- Detect strengths and areas for improvement before they become problems.
- Automatically generate action plans based on customer feedback, speeding up response times and reducing reliance on manual analysis.
- Optimize decision-making with personalized insights tailored to your business, product lines, or functional areas.
- Free up your teams to focus on execution instead of data interpretation.
You no longer need to spend hours analyzing results, cross-referencing information, or debating where to start: OPINATOR AI Insights does the work for you. Its AI technology processes OPI survey data and other sources to identify strengths, weaknesses, and improvement areas, directly providing you with the steps to follow. This allows you to make strategic decisions quickly and effortlessly—all seamlessly integrated into your OPINATOR environment.
How does OPINATOR AI Insights work?
OPINATOR AI Insights integrates directly with your surveys and other data sources, using generative AI to analyze information intelligently. Through advanced models, it detects key patterns and provides you with automated action plans based on real customer trends and behaviors. Everything happens without manual intervention, enabling you to respond to any challenge or opportunity.
The AI behind OPINATOR AI Insights does not deliver generic answers. It is trained to work with your data, aligned with your goals, and based on your specific success indicators. The result: clear recommendations, tailored to your business, and ready to implement immediately.
OPINATOR AI Insights Applications
Several OPINATOR clients are already using AI Insights to
- Reduce churn by identifying the factors driving customer dissatisfaction and offering immediate solutions.
- Increase loyalty by personalizing the customer experience based on previous interactions.
- Optimize internal processes by enabling strategic decision-making based on accurate, automated data.
- Predict behavioral trends, anticipating customer needs and adapting business strategies accordingly.
Don’t fall behind. Start unlocking the full value of your customer feedback.
With OPINATOR AI Insights, your data stops being static and becomes a driver of change—delivering tangible improvements in loyalty, satisfaction, and conversion metrics through smarter, more agile, and actionable feedback management.
If you’re looking for an advanced and efficient way to enhance your CX with Artificial Intelligence, this is your opportunity. Request a demo and discover how OPINATOR AI Insights can help you turn your data into decisions, actions, and concrete results.
BBVA, one of the largest financial groups in the world, seeks to establish a customer-centric relationship, helping them to make the best financial decisions to achieve their personal and professional goals.
BBVA has created its own source of reliable information about its brand, products and processes, by using OPINATOR as a means of seamlessly collecting customer feedback throughout the digital journey.
Through the actionable feedback collected, BBVA has continuously improved the Mobile App’s features, functionality and user-experience (UX). As a result, BBVA’s Mobile App has been named the best banking app in the world several times in the last few years.
To learn more about BBVA’s success, download the full case study:
Discover the features and AI developments that have been implemented in OPINATOR, the leading omnichannel platform for customer experience. Security, advanced dashboards, and intelligent data analysis are some of the exciting new developments.
Let’s start reflecting on the exciting developments that have redefined and positioned OPINATOR as a leading omnichannel customer experience platform globally. This last time has been a journey full of challenges, growth alongside our customers and consolidation of a clear vision on how to redefine the world of Customer Experience (CX).
Several major milestones have been set in terms of specific developments for large-scale projects, substantial improvements in both the core OPINATOR platform and existing modules, as well as new functionalities and services that integrate artificial intelligence and advanced security.
Optimization of OPINATOR’s Core for Better Customer Experience Management:
These changes, although imperceptible to the end user, have been the most relevant to the capabilities of our platform. We have carried out the biggest update and optimization of OPINATOR to date.
Thanks to this evolution, OPINATOR has managed to position itself as a platform with cutting-edge technology in data processing, allowing us to develop, for example, one of the most advanced and accurate Text Analytics modules in the market, as well as the integration of Artificial Intelligence (AI) in key functionalities of Customer Experience management, all without compromising stability and security.
New features with AI and Text Analytics:
New Text Analytics
Get the most out of the data by analyzing every textual opinion generated in the interaction with your customers. OPINATOR Text Analytics allows you to analyze the meaning and sentiment of comments, detect patterns and trends, and turn unstructured data into valuable, unique and actionable insights.
PIP: Personal Information Protection
Start using the powerful NLP (Natural language processing) model of PIP’s new functionality to identify and anonymize sensitive data such as bank account numbers, credit card numbers, phone numbers or emails.
This increases security standards and solves common problems when customers send unsolicited information.
Other important aspects to make your CX program more efficient and cost-effective are the application of generative AI models to large volumes of data in order to extract insights and key information, as well as the analysis of conversations in channels such as audios, emails and WhatsApp with modules capable of recognizing emotions, key ideas and the meaning of interactions in a multichannel way, both in requested feedback and unsolicited direct reviews on social networks.
It is also necessary to continuously monitor data flow and be able to detect anomalous behavior in real time. Generate alerts in the event of unusual alterations in traffic or customer responses, ensuring that any incident is detected, reflected and analyzed in a timely manner.
New Super-powerful Dashboards:
Dashboards and Widgets now have exciting new features that will allow you to achieve greater accuracy in your customer experience reporting, comparing current data with specific past periods, while retaining all the flexibility that characterizes Dashboards as a whole:
Individualized Dashboards
Configure relevant dashboards and automate the delivery of customized reports by profile, position or department. Keep each team informed with the most relevant data.
Set and Monitor Your Objectives
With this Widget, set KPIs and target values to compare actual performance against goals. Start analyzing the evolution of your results and align your strategies!
Vertical Exports
Customize and control your exports to be aligned with the requirements of your systems. For example, make the exported feedback file not grow horizontally, but vertically.
In addition, you can make all these exports in XLS format, to give you even more adaptability and flexibility in exporting your customer experience data.
Analytics for Action Plans (Key Driver Analysis)
Get a clear view of the weight of each of your business variables and make data-driven decisions.
With Key Driver Analysis, draw valuable conclusions from multivariate analysis and identify the relationships and influences of each of the business variables, the margins for improvement and how you can focus your action plans.
Security Certifications Up-to-date:
Every year we renew important certifications such as ISO 27001, ensuring the highest standards in information security management. We are also fully aligned with the latest European directives (GDPR) and national data protection regulations.
Final Thoughts:
In the last year, OPINATOR has revolutionized CX technology with powerful AI algorithms that transform data into actionable insights, helping you exceed your customers’ expectations.
We are committed to continue innovating and will soon introduce new advanced tools that will make a difference in your customers’ experience.
Find out how OPINATOR can take your CX strategy to the next level!
Request a customized demo and start transforming your Customers’ Experience today.
Automatically detect and mask sensitive information entered in text fields using AI algorithms
In an increasingly digitalized world, the protection of personal information has become a priority for both individuals and companies.
Personal Information Protection (PIP) is an innovative tool that offers a robust and simple solution for you to anonymize sensitive data such as personal data, bank accounts, passwords, etc. providing an additional layer of security and peace of mind.
The power of AI applied to data security. This intelligent algorithm solves a common security problem that occurs when the customer attempts to send sensitive information unsolicited.
Here, we explore its key features, benefits and the added value it brings to your CX program:
OPINATOR PIP key features:
Simple Data Anonymization
PIP allows you to anonymize data in an intuitive way, ensuring that sensitive information remains protected without technical complications.
Customizable Labels
Configure specific tags, for each account and for each data protection object you want to protect, giving you detailed and customized control over the hidden data.
Multi-language
Designed to operate in a global environment, PIP supports multiple languages, making it easy for you to use in diverse regions and cultures.
Simple and On-demand Activation
PIP activation is extremely easy and can be done on demand. To ensure that your company can start protecting your information immediately without any hassle, please do not hesitate to contact our team.
Broad Support for Different Data Classes
PIP is able to detect and mask 21 different types of data or entities, such as bank card numbers, emails and personal identification numbers, with the option to add new entities according to your specific needs.
Real-time Operation
PIP works in real time, automatically detecting and hiding sensitive information entered in text fields on the spot.
Benefits and Added Value of OPINATOR PIP
Mask Sensitive Data
PIP ensures that sensitive data is not improperly displayed, providing you with an additional layer of protection against potential information leaks.
Create Customized and Flexible Labels
The ability to customize labels for each entity allows you to have precise control over the information handled, adapting to their specific needs and improving data management.
Strengthen Safety and Reduce Risks
By automatically hiding sensitive information, PIP reinforces data confidentiality, significantly reducing the risk of exposures and complying with data protection regulations.
In short, Personal Information Protection (PIP) is an essential tool if your organization handles sensitive information. OPINATOR, a complete and solid VoC platform, leader in the main economic sectors and with more than 15 years of experience in the most sophisticated environments of maximum security, safely incorporates Artificial Intelligence in all the phases of your project, having a great capacity of development and adaptation of functionalities.
Its advanced features and ease of use make PIP an ideal solution for ensuring the protection of personal data in an increasingly digital and regulated environment.
With PIP, you will not only protect the privacy of your customers and employees, but also strengthen your reputation and market confidence.
“The OPINATOR platform stands out for integrating generative AI in various capabilities and modules.“
As the term “Artificial Intelligence” (AI) becomes a central topic of discussion, confusion arises as to what constitutes AI and what does not. It is crucial to understand that not all automated technologies can be considered AI, and here the distinction between generative AI and other types of automation comes into play.
The main difference between generative AI and other AI approaches lies in their ability to produce new content and dynamically adapt to changing situations. While conventional AIs can be highly effective at the specific tasks for which they have been programmed, such as performing specific tasks based on historical data, generative AIs can innovate and actively create, opening frontiers in fields such as customer experience analysis and data interpretation.
In the case of OPINATOR, our platform stands out for integrating generative AI in various capabilities and modules, one of the most notable being OPINATOR Text Analytics. This tool processes text at an impressive speed and can also understand and generate content autonomously. This means that it can automatically analyze and classify large volumes of text, assigning relevant categories and executing context-specific actions.
Being able to deeply analyze content and improve data processing efficiency allows us to identify and address emerging concerns and opportunities in real time. For example, it allows us to detect comments with an apparently neutral score, but which contain serious concerns or serious facts, sending them immediately to the specialized team for immediate attention.
This combination of speed, accuracy and adaptability makes OPINATOR a must-have tool for companies seeking to understand and improve the customer experience in a continuous and meaningful way.
Another OPINATOR module that takes data analytics to a whole new level is OPINATOR Close The Loop. Integrating the power of OPINATOR, Close The Loop performs a thorough data wrangling process, allowing data to be turned into valuable insights in an agile and effective manner. By analyzing this data, customized prompts are applied to detect anomalies and establish benchmarks that highlight the specific needs and trends of each customer segment, whether they are promoters, detractors or other niches. This approach makes it possible to not only understand, but also act on information quickly and accurately, ensuring that every customer interaction is meaningful and valuable.
Moreover, the PIP (Personal Information Protection) service is a testament to the power of AI applied to data security. This intelligent algorithm solves a common security problem that occurs when the customer attempts to send sensitive information unsolicited.
The PIP service automatically identifies and hides sensitive information being shared, such as personal data, bank accounts, passwords, etc. providing an additional layer of security and peace of mind.
In addition, our engaging, interactive digital surveys, known as OPIs, also benefit from AI by dynamically adapting to each customer. With intelligent rules that identify categories of users, each OPI can adapt by listening to responses, processing them and applying artificial intelligence in real time and generating personalized responses, achieving one of the fundamental goals of an AI: to adapt to human conversations to deliver a unique and relevant experience for each user.
At OPINATOR we understand that the power of artificial intelligence (AI) lies not only in the technology itself, but in how to get the most out of it, applying it efficiently in key business processes and, above all, in the human team that supports and supervises it. For this reason, we want to highlight the importance of having a team of Prompt Engineers, specialized linguists who are dedicated to analyzing the behavior of artificial intelligences themselves and who are the driving force behind our generative AI to adapt it and achieve its maximum effectiveness.
Our commitment to safety, reliability and excellence drives every step we take on this exciting technological journey. With OPINATOR’s various modules and services, we are redefining the standards of excellence in the industry, offering intelligent solutions that not only meet today’s needs, but exceed expectations and anticipate future scenarios. In a world where innovation and security are paramount, OPINATOR stands as a cutting-edge reference, uniting the power of artificial intelligence with human talent to create a brighter and more connected future to empower your VoC program.
What is Return on Experience (ROX) and how to demonstrate it.
While traditional Return on Investment (ROI) focuses solely on financial metrics such as revenue and profit, ROX takes a more holistic approach that takes into account emotional and behavioral outcomes such as customer satisfaction, loyalty, retention and advocacy.
To understand ROX and how it helps us, we first need to understand the challenge that exists:
From all of the above, we can say that we have understood the importance of a customer experience program and how to use this information to improve products and services, but we still have the pending task of having metrics to help us close the gap between the actions taken with the feedback from our customers versus the return on investment.
ROX goes beyond measuring satisfaction or loyalty. It’s not about a CSAT or an NPS or anything like that, but it’s focused on measuring the impact of specific strategies that have been implemented for our customers and what impact those strategies have on a company’s performance.
When we talk about performance, we’re talking about what many people call the bottom line. Is it impacting our core business? What are we achieving?
The first thing we have to do is identify what are the important metrics to measure ROX. And here we find our first challenge. And the important metrics are not the same for everyone, they are unique for each industry, for each company, and they also respond according to the objectives and strategies that each company has.
Steps to measuring your ROX:
1. Define your metrics:
As we have already mentioned above, the first thing to do is to define the key metrics according to the stage of the customer journey. We have already mentioned that for each company the metrics may vary depending on the characteristics of the business, the objectives and the strategy to be followed.
A concrete example: in the acquisition phase, a customer is usually more concerned with ease of purchase, product availability, product variety. In the post-sales phase, the customer is more concerned about the support that will be provided, the speed with which problems will be solved, and so on.
2. Create a quantitative measurement system for each metric:
In this part it is important to account for each metric. For example, if we are measuring ROI, we must be clear if we are going to do it by product, segment, experience, region, etc.
3. Do a qualitative analysis to identify how to improve those metrics:
Analyze the reasons for the return you are measuring quantitatively and add a contextual variable that nurtures the data and helps it explain itself.
4. Analyze the relationship between metrics and performance:
Analyze the reasons for the return you are measuring quantitatively and add a contextual variable that nurtures the data and helps it explain itself.
5. Report, draw conclusions and improve:
Finally we report and use this report as an improvement input to then go back to the first stage and adjust or redefine metrics again and restart the analysis cycle.
In short, how do we improve our ROX?
Create personalized experiences for each of your customers through contextual surveys capable of adapting to all formats and touch points.
At OPINATOR we call these surveys OPIs. Actually an OPI is more than a simple survey, it is a way to generate exceptional interactions and capable of being at every touch point, to adapt to each person, to each context and to generate real-time analysis through advanced dashboards.
Implement a real-time system to be able to act on feedback to improve and monetize your customers’ experience.
And finally, measure and report on the ENTIRE customer journey in a timely and contextual manner.