Experience intelligence is about to get smarter: Meet our AI-powered analyst agent

Last week marked a major milestone for TheyDo and our customers with the launch of the AI-powered analyst agent accessed through the journey copilot: Ask TheyDo, our new conversational interface.

In this session, Jochem van der Veer (CEO and co-founder) and Memie Huang (Head of Design) show how the analyst agent helps teams reason over qual & quant journey data — turning experience intelligence into faster, smarter decision-making. You'll see:

• How AI agents are shaping the next era of agentic journey management

• A live demo of Ask TheyDo and six real use cases

• A look behind the scenes at how it works and what’s coming next

• Live Q&A with the team

This is the first release in TheyDo's agentic direction, designed to make the journey intelligence you've built actually usable across your organization.

Webinar recap

There’s no shortage of data inside enterprises. Yet when it comes time to make decisions, there are still a lot of questions, like: What’s actually happening in the experience right now? Why does it matter to the business? Where should we focus next?

Those questions sit at the heart of TheyDo’s smartest product release to date: the analyst agent. The analyst agent reasons over qualitative and quantitative journey data, helping teams move from understanding experiences to making faster, more confident decisions. In a recent webinar, TheyDo’s CEO and co-founder, Jochem van der Veer, and Head of Design Memie Huang showed viewers how it works, using a new conversational interface built directly into the journey.

Read on to learn how the analyst agent solves problems and to see what’s coming next.

Journeys as a living data model

Journeys are evolving. No longer just visual maps or even collaborative frameworks, journeys now bring together qualitative signals, quantitative metrics, and delivery activity in one connected structure. The challenge is making sense of that richness at scale.

As Van der Veer explained during the session, “Journeys used to be static representations of the customer experience. Over the last few years, we’ve worked hard to make journey management a business process. Now, journeys are becoming more like a living data model that helps generate decision data across large, complex organizations.”

With the analyst agent, that model can be reasoned over using natural language by anyone who needs answers, not just CX teams. Through Ask TheyDo, teams can ask questions and get grounded, evidence-based answers drawn directly from the journey data they’ve already built, rather than copying information into a generic AI tool.

How it works behind the scenes

When a user asks a question, Ask TheyDo breaks it down into a plan. It then uses specialized tools such as journey search, evidence lookup, and impact analysis before the analyst agent executes the tasks needed to produce an answer.

The key difference from a generic AI assistant is context. Ask TheyDo has direct access to journey frameworks and workspace data inside an organization. That journey context, including relationships between insights, opportunities, solutions, and metrics, allows the analyst agent to deliver answers that are specific and actionable rather than generic.

Questions around accuracy, trust, and privacy came up during the live Q&A. The team shared that the analyst agent was tested in a private beta for several months, with observed accuracy rates between 85 and 95 percent, depending on how well journeys were connected. They also emphasized that data handling follows strict privacy and compliance standards, with feedback loops built in to continuously improve results.

The problems the analyst agent is designed to solve

As journey practices scale, teams encounter a set of recurring challenges. The analyst agent was designed to address them directly.

Navigating complexity

Many organizations now manage hundreds of journeys within a single framework. Understanding how they relate to one another and where issues overlap becomes difficult for people to track.

Pattern detection across journeys

Insights often live across multiple journeys and levels. Connecting them used to require manual synthesis and time-intensive analysis. The analyst agent can surface those patterns quickly by reasoning over the journey graph as a whole.

Integrating qualitative and quantitative data in context

Customer quotes, survey results, operational metrics, and outcomes often live in separate tools. The analyst agent evaluates them together within the journey, making it easier to see what is actually driving experience outcomes.

Bridging insight and decision-making

Experience teams may understand what’s happening, while business teams focus on metrics and targets. The analyst agent helps bridge that gap by translating journey insight into decision support that leaders and cross-functional teams can act on.

As Van der Veer noted during the session, “Navigating complex journey data is difficult for people, but reasoning over all this complexity, AI and agents can do a fantastic job.”

What the live demo revealed

Using natural language, teams can quickly summarize a journey and see what deserves attention, backed by evidence from mapped insights and metrics. This makes it easier for stakeholders who aren’t familiar with the journey structure to understand what’s happening.

The demo also showed how the analyst agent evaluates the journey structure itself. By reviewing nested journeys and phases, it can suggest where additional granularity or restructuring would improve clarity and usefulness, acting as both a journey coach and an analyst.

For deeper analysis, the analyst agent reasons across linked insights, opportunities, and active solutions. In one example focused on customer satisfaction, it identified performance gaps, highlighted work already in progress, and pointed teams to the journeys most critical for improving outcomes.

Finally, Huang showed how the analyst agent can search across the entire workspace. By analyzing topics such as payment and card issues, it surfaced relevant insights and ranked them by impact, helping teams retrieve and prioritize research that would otherwise be difficult to find.

What’s next for agentic journey management

The analyst agent is the first step in a broader agentic direction for TheyDo. During the webinar, the team previewed what’s coming next, including reporting and editing agents built on the same foundation. One early capability already in private beta focuses on document creation. Using Ask TheyDo, teams can turn journey analysis into shareable documents for stakeholders, reducing the manual effort required to communicate progress and insights.

Over time, TheyDo is building toward an agent platform where organizations can customize how agents reason over their journey data, apply templates consistently, and support recurring workflows such as reporting, prioritization, and governance.

The long-term vision is simple: Make the experience intelligence organizations have already built usable across the business, without requiring everyone to become a journey expert.

From insight to action

The analyst agent represents a meaningful shift in how experience intelligence works inside organizations. By enabling AI reasoning directly within the journey, TheyDo is helping teams move from collecting and managing data to using it to make better decisions, faster.

If you want to see how Ask TheyDo and the analyst agent work in practice, you can watch the full webinar.