See the analyst agent in action.
Meet the AI analyst agent: Built to reason inside the journey
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Great customer experience has always been an inside job. It is intentionally crafted and refined by people inside the organization who gather and interpret data, feedback, and signals to make decisions amid competing priorities and constraints.
As CX has evolved from journey mapping to journey management, the work has become more nuanced than simply identifying “pain” or “gain.” Journeys provide the structure teams need to understand when a signal occurred, what led up to it, and what it affects downstream. Leadership uses them to navigate competing priorities and make trade-offs within a complex, dynamic system that affects the enterprise, its customers, and the market they operate in.
More recently, AI has made it possible to process far more signals, across far more sources, at a scale that was previously impractical. But speed alone does not turn signals into insight or insight into action.
What has been missing is a way for human judgment and AI capability to work together inside the journey context, reasoning about what signals mean together, how they connect across journeys, and what should happen next.
That gap is now closing.
Introducing the analyst agent
The analyst agent is designed to help teams reason about the customer experience through the journey. It supports two core types of work: experience analysis and journey coaching. Both happen directly inside the journey context and are accessed through a conversational interface called AskTheyDo.
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How experience analysis works with the analyst agent
Experience analysis begins once journeys and data are in place. This is where the magic happens. Teams explore the meaning, impact, and prioritization of their work. Using the AskTheyDo interface, teams can direct the analyst agent to, well, analyze variousaspects of the journey. For example:
Where is friction in this journey actually driving downstream issues?
Which moments have the biggest impact on outcomes like support volume or retention?
If we address this issue, what else is likely to change?
Where should we focus next to make the biggest difference?
Here, the analyst agent reasons across journey steps, insights, and related journeys. Because everything remains connected to context, it helps teams understand how friction or momentum in one area influences outcomes elsewhere.
The outcome of experience analysis is direction, clearer trade-offs, better prioritization, and a stronger basis for deciding what to act on next. The benefit for the CX professional is that it speeds up the time from insight to impact, allowing more hypotheses to be explored, helping to uncover the hidden patterns hiding in plain sight.
How journey coaching works with the analyst agent
Journey coaching focuses on the structure and clarity of journeys themselves. Trained using our guides, feedback from live sessions, and decades of customer-centric consultancy, the analyst agent is like having your own journey management coach sitting on your desk. Teams can explore questions such as:
Is this journey clearly structured?
Are there missing, overlapping, or unclear steps?
Do these phases reflect the customer we are mapping?
Where do we lack sufficient evidence to support this journey?
The analyst agent evaluates the journey model for gaps, inconsistencies, and areas where assumptions may be doing too much work. It can highlight where source data is thin, where steps or phases may be misaligned, and where journeys could be better connected to related journeys.
The outcome of journey coaching is a clearer, more reliable journey model that teams can confidently use as shared context across the organization.
How the two work together
Journey coaching improves the quality of the model. Experience analysis uses that model to drive decisions. Both rely on the same principle: AI delivers the most value when it can reason inside shared journey context, alongside human judgment, rather than outside it.
Mining, strengthened through context
The mining agent has long been a core capability within TheyDo, and that does not change. By placing mining alongside analysis and reasoning, its output becomes more precise and more resilient. Context is preserved, interpretation improves, and insights are less likely to be misunderstood or misapplied.
What comes next
The agentic layer is an evolving direction for TheyDo. We deliberately did not give these agents human names. They are tools for work, not stand-ins for people. Their role is to extend human capability while keeping ownership, accountability, and decision-making firmly within the team.
Next, we will introduce a reporting agent that builds contextual reports directly from journeys, followed by an editing agent that supports tasks such as refining journey steps and merging insights. These capabilities will be role-aware, ensuring that governance and responsibility remain clear as usage expands.
As with all TheyDo innovations, journeys remain the backbone. They provide shared context for better decisions, informed by AI and crystallized through human judgment. This is experience intelligence, in action.
See the analyst agent in action
Join our live webinar on February 4th to see how the analyst agent helps teams reason about experience through the journey and make better decisions.