Journey AI - Interviews

Journey AI - Interviews is an AI-powered capability that transforms qualitative customer research into structured journey maps automatically. Instead of manually analyzing interview notes, Journey AI reads interview transcripts, identifies key themes, emotions, and experience signals, and converts them into a visual customer journey with stages, touchpoints, and insights.

This helps teams move from raw research to actionable journey design in minutes, dramatically reducing the time traditionally required for manual synthesis.

Customer interviews provide rich qualitative insight that cannot be captured through surveys or analytics alone. They reveal motivations, expectations, frustrations, and emotional context across the customer experience.

By analyzing interview data, Journey AI uncovers patterns across conversations and connects them directly to journey stages, enabling teams to design experiences grounded in real customer voices rather than assumptions.

Journey AI - Interviews is especially useful when you want to:

• Convert discovery or research interviews into a first draft journey map
• Scale synthesis across multiple interviews quickly
• Validate journey assumptions using real Voice-of-Customer (VoC) evidence
• Accelerate journey creation during product discovery or CX transformation
• Operationalize qualitative insights into structured experience design

1. Open any Workspace and click on the Interviews tab on the left side of the screen.

2. On the Interviews page, click New Interview.

3. Enter a name for the interview, select the Board where you want the journey to be created, choose the journey type, and paste the full interview transcript. Then click Save.

4. An interview card will be created. Hover over the card, click the three-dot menu, and select Map.

5. The AI-generated journey map is automatically created and added to the selected Board.

The generated journey is fully editable. You can refine stages, update touchpoints, add metrics, validate insights with stakeholders, and enhance the map with additional research or operational data.

Journey AI provides a strong starting point, while your team applies expertise to finalize and operationalize the experience strategy.

To get the most accurate and meaningful results:

• Use full verbatim transcripts instead of summaries
• Focus interviews on a single persona or scenario when possible
• Ensure transcripts include context, emotions, and customer language
• Review and refine the generated journey before sharing broadly