Patchstore24Shopify
Voice of Customer
Your customers already told you.
It's sitting in the queue.
Surveys hear from the few customers who respond. Your support queue holds all of them, in their own words. Aide classifies every conversation by intent and connects it to your business data, so what customers are telling you reaches the decisions it should drive.Powered by the Customer Intent Engine, trained on your real conversations, not your KB. Every conversation classified by intent, with confidence, into your Intent Map: a living map of every reason your customers contact you. Your team reviews and refines it.Every conversation, classified and counted
Return reasons, classifiedPolicy friction, surfacedLaunch spikes, explainedFeature requests, quantifiedEmerging issues, caughtThe whole queue, not a sampleReturn reasons, classifiedPolicy friction, surfacedLaunch spikes, explainedFeature requests, quantifiedEmerging issues, caughtThe whole queue, not a sampleReturn reasons, classifiedPolicy friction, surfacedLaunch spikes, explainedFeature requests, quantifiedEmerging issues, caughtThe whole queue, not a sample
Track intent volume over timeBreak down topics by productConnect intents to order dataSpot new intents earlyShare trends with product teamsMonitor policy frictionTrack intent volume over timeBreak down topics by productConnect intents to order dataSpot new intents earlyShare trends with product teamsMonitor policy frictionTrack intent volume over timeBreak down topics by productConnect intents to order dataSpot new intents earlyShare trends with product teamsMonitor policy friction
Every conversation
Classified by intent
Not a sample of who responded. The whole queue, counted.
Live
Signal, not survey cycles
In your queue the day it happens, not weeks later.
24h
To first value
Connect your helpdesk and see your first intent breakdown.
Trusted by customers on
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Signal from the queue
What the queue has been telling you
Every conversation below looks routine on its own. Classified and counted across the whole queue, each one feeds a finding the business can act on: the defect, the policy, the gap, the trend. That is the difference between answering tickets and hearing customers.
When one product starts coming back, the reason is written in the tickets long before it shows up in your returns report. Aide classifies every return by reason, so a sizing problem on one product is visible the week it starts, not the quarter it ends.
Customer
I ordered the Atlas jacket in a medium, my usual size, and it's way too tight across the shoulders. Can I return it for a large?
Aide
Sorry about the fit. Your order is within the return window, so I have emailed you a prepaid return label for the medium. Once the carrier scans it, your refund goes back to the original payment method, and you can reorder the large whenever you are ready.
✓Classified: Return reason · Sizing runs small · Volume up 4x this week
A strict rule looks fine in isolation. Seen across every conversation, the same policy keeps blocking the same request, and often from the customers who buy again and again. Aide surfaces that pattern as a trend your team can weigh against the orders behind it.
Customer
This is my third order with you and I've missed the return window by a couple of days again. Two weeks is really short.
Aide
Our return window is 14 days, so I cannot issue a standard return label for this order. I have passed your request to our team to review as an exception, and you will hear back within one business day.
✓Classified: Return window objection · Rising steadily this month
Every release changes what customers write in about. Aide picks up the new question the day it appears and tracks its volume, so you know exactly which change drove the spike and what the docs or the product page failed to explain.
Customer
Since yesterday's update I can't find the export button anywhere. Where did it move?
Aide
Export moved in this week's release. It now lives under the Share menu at the top right of any report: open the report, select Share, then choose Export as CSV or PDF. Here is a short guide with screenshots.
✓Classified: New question · Export location · First seen day of release, trending up
Feature requests arrive one conversation at a time, so nobody sees the pattern. Aide classifies each one against the same intent and counts them, giving you a ranked, shareable view the product team can put next to the roadmap.
Customer
Is there a way to get a weekly summary emailed to my team instead of logging in every day to check?
Aide
Not yet. Reports are available in the dashboard today, and scheduled email summaries are not something we currently offer. I have logged your request for the product team so it is counted alongside everyone else asking for the same thing.
✓Classified: Feature request · Scheduled reports · Top request this quarter
New problems do not announce themselves. They show up as a handful of oddly similar tickets. Aide monitors intent volume over time, so when a new pattern appears and starts climbing, you see it before it becomes a backlog.
Customer
My tracking page has said 'label created' for four days now. Is my order actually on the way?
Aide
You are right to check. Your order left our warehouse on Friday, but the carrier has not scanned it since the label was created. I have escalated this with your order details attached, and someone from our team will follow up tomorrow morning.
✓Classified: New intent · Missing carrier scans · Volume climbing since yesterday
Aide classifies every conversation across every channel into your Intent Map, so the breakdown you look at reflects your whole operation: what customers contact you about, how often, and how it is changing.
Customer
Quick one before I order: how long does standard shipping take, and is there a faster option?
Aide
Standard shipping takes 3 to 5 business days. Express is available at checkout and arrives in 1 to 2 business days. Order by 2pm and it ships the same day.
✓Classified: Pre-sale · Shipping speed · Counted in this week's topic breakdown
Aide is the agentic AI platform for customer experience. The Customer Intent Engine classifies every conversation into your Intent Map, which your team reviews and refines, so the categories match how your business actually talks about its work. Not tags an agent guessed.
Customer
I ordered the Atlas jacket in a medium, my usual size, and it's way too tight across the shoulders. Can I return it for a large?
Aide
Sorry about the fit. Your order is within the return window, so I have emailed you a prepaid return label for the medium. Once the carrier scans it, your refund goes back to the original payment method, and you can reorder the large whenever you are ready.
✓Classified: Return reason · Sizing runs small · Volume up 4x this week
The Customer Intent Engine
Defensible decisions, not survey scores
A topic report nobody trusts changes nothing. Every finding here traces back to real conversations your team can open and read, so the numbers hold up when you put them in front of the product team.Intents, not tagsTags are what an agent guessed. Intents are what the customer actually needs. The Customer Intent Engine classifies every conversation the same way, every time, with confidence. Low-confidence cases are flagged, not forced into a category.
Trends monitored over timeIntent volume is tracked continuously, so a spike, a slow climb, or a brand-new pattern is visible the week it starts.
Findings the business can shareTopic breakdowns and trends are built to leave the support tool. Product, ops, and leadership all see the same numbers.
Improves continuouslyThe Continuous Learning Engine refines the Intent Map as your business changes, so month six reads sharper than month one.
Getting started
Works with your existing stack
One click into your helpdesk, where the conversations already live. Direct connections to the business data your intents should map to. No migration, no replatforming, no engineering.
Reads and classifies every ticket where it already lives.
Classifies every conversation in the shared inbox as it happens.
Turns your support queue into a live intent breakdown.
Connects intents to orders, products, and return data.
Ties conversation topics to what customers actually bought.
Links what customers say to the accounts saying it.
Frequently asked questions
Voice of customer is the practice of collecting and analyzing what customers say about your product, policies, and service, and turning it into decisions. Aide runs it on the source itself: every support conversation, classified by intent and connected to your business data.
Survey-based metrics track who bothers to respond, and the results are skewed by whatever policy the customer just ran into, so they measure sentiment about your rules as much as quality of service. Your support queue holds every customer who had something to say, in their own words, at the moment it happened. Aide classifies all of it. Defensible decisions, not survey scores.
The Customer Intent Engine classifies each conversation by intent: what the customer was actually trying to do or tell you. It is trained on your real conversations, not your KB. Classifications carry confidence, low-confidence cases are flagged rather than forced into a category, and your team reviews and refines the Intent Map so it matches how your business talks about its work.
Tags are what an agent guessed. Intents are what the customer actually needs. Tagging is manual and inconsistent, which is why the reports built on it were never reliable, and why CX teams have spent years trying to see their queue clearly without getting there. The Customer Intent Engine classifies every conversation the same way, every time, and your team reviews and refines the Intent Map it produces.
Yes, that is the point. Topic breakdowns, intent volumes, and trends are built to leave the support tool: the product team sees which requests come up most, ops sees which policies generate friction, and leadership sees what is changing week to week.
Most CX reporting gets reduced to cost per ticket. The queue supports a better question: what are our customers actually telling us, and what did the business change because of it. Self-healing is the destination, deflection is the milestone. The signal in the queue drives the product fix and the policy fix upstream, so fewer tickets come in at all.
No. It reads the data your BI cannot: the unstructured conversations in your helpdesk. Your dashboards already show what customers did. Aide adds what they said, classified into categories you can count, trend, and connect to the order and account data you already report on.
For ecommerce: return reasons by product, sizing and quality patterns, shipping and policy friction, and the pre-sale questions your product pages leave open. For SaaS: feature requests quantified, confusion after releases, onboarding sticking points, and the billing questions that keep recurring. Same engine, different Intent Map.
Connect your helpdesk and see your first intent breakdown within 24 hours. From there you refine the Intent Map with your team and expand at your pace. No migration, no engineering project.
Get a demo for pricing.
The queue is not the goal, fewer tickets is the goal
The signal in your queue is how the business fixes the causes: the product fix, the policy fix, the page that finally explains it. Aide classifies every conversation so that signal reaches the teams who can act on it, and fewer tickets come in at all.