Understand Emotion. Decode Experience. Drive Action.
ACIAS is the API that transforms raw customer input - reviews, chat transcripts, feedback - into structured emotional intelligence. You send in:- A review
- or a chat transcript
- or any customer-written text.
- Emotional scoring - Bliss, Kindness, Ease - so you know how the customer felt, not just what they said.
- Journey-stage mapping - e.g. "Onboarding": "Problematic" - pinpoints where the experience broke down.
- Structured pain & plus points - Categorised by theme and intensity (1–10) - so you can fix what hurts, and scale what delights.
- Persona tagging - e.g. "The Frustrated DIY Learner" - shows who you're dealing with emotionally.
- Risk indicators - Flags churn potential, compliance risks, and emotional damage - before they become revenue leaks.
- Churn Immunization Trigger - Auto-detects high-risk signals and suggests immediate retention actions - like a CX vaccine.
- Auto-Prescriptions - Recommends proven fixes per pain point and journey stage - no consultants needed.
- Revenue Risk Estimate - Estimates how much a bad experience might cost - per persona, per review.
- ROX (Return on Experience) Score - A composite score (0–100) showing how your CX compares to top performers.
Why ACIAS Is Different
Most tools give you:- Sentiment (positive, neutral, negative)
- Maybe some themes or dashboards
ACIAS gives you:
- Real-time emotional scoring - Bliss, Kindness, Ease, and more
- Precise journey-stage mapping - so you know exactly when things went wrong (or right)
- Structured insight into what worked, what hurt - and how badly
- Persona detection driven by emotional patterns, not demographics
- Churn immunization triggers and instant retention recommendations
- Auto-prescriptions for CX fixes - no consultants required
- Revenue risk estimates tied to emotional damage - per review
- ROX scoring and benchmarking for total experience visibility
- Detects which customer personas are most at risk. - Returns the top 3 personas showing signs of high churn risk or emotional drop-off, based on Bliss and Churn scores.
- Shows what customers are loving most right now. - Ranks Plus Points by average intensity, revealing the most emotionally resonant positive experiences by theme.
- Identifies the most problematic stages in your customer journey. - Returns the top 3 journey stages with the highest frequency of negative/friction scores.
- Compares emotional performance across two time periods. - Returns Bliss, Kindness, Effort, and Churn deltas between two date ranges—perfect for tracking change over time.
- Live emotional overview of your customer experience. - Returns average emotional scores and highlights the top positive and at-risk personas within a given time range.
- Tracks emotional and behavioural shifts across customer personas. - Shows changes in volume, Bliss, and Churn risk for each persona between two time ranges.
- Highlights where the journey is breaking and who it’s hurting. - Returns a friction heatmap by journey stage and pain clusters by category, including which personas are affected most.
- Identifies your most emotionally powerful customer moments. - Finds high-Bliss, low-risk reviews and links them to personas, journey stages, and Plus Point triggers.
ACIAS doesn’t visualise feedback.
It decodes it. And tells you exactly what to do next.
What You Can Send
ACIAS supports:- Raw review text
- Full chat transcripts (multi-turn)
- Summary feedback from NPS or CSAT
- Complaint or compliment messages
json
{
"review": "I wanted to love Thrive Collective, and in some ways, I do. Their curation is impeccable, and the stories behind the products are compelling. However, the actual product I received—a handmade ceramic mug - didn’t quite match the image online. The glaze was uneven, and it felt slightly rough around the edges, not in a charming handmade way, but in a 'this might chip soon' way. Also, shipping took nearly two weeks, and while I get that they’re a small, values-driven business, it was a bit frustrating to wait that long. Overall, I’m still intrigued by the concept, but I’m hesitant to place another order just yet.",
"personaKey": "ecommerce"
}
You get back
json
{
"message": "Success",
"data": {
"Product quality": {
"classification": "Below Average",
"score": 3
},
"Customer Support": {
"Pre-purchase": {
"classification": "Neutral",
"score": 4
},
"Post purchase": {
"classification": "Somewhat Effective",
"score": 5
}
},
"ABEK": {
"Authenticity": {
"score": 8
},
"Bliss": {
"score": 4
},
"Ease": {
"score": 6
},
"Kindness": {
"score": 8
}
},
"Compliance Issues": {
"Food Hygiene": {
"classification": "Not Applicable",
"score": 0
},
"Discrimination": {
"classification": "Not Applicable",
"score": 0
},
"Data Privacy": {
"classification": "Not Applicable",
"score": 0
},
"Legal Compliance": {
"classification": "Minor Issue",
"score": 1
}
},
"Pain/Plus Points": {
"Plus Points": [
{
"category": "Customer Support",
"intensityScore": 9
},
{
"category": "Delivery/Logistics",
"intensityScore": 8
},
{
"category": "Brand Perception and Reputation",
"intensityScore": 8
}
],
"Pain Points": [
{
"category": "Product Quality",
"intensityScore": 8
}
]
},
"Customer Journey": {
"Awareness": {
"score": 0,
"classification": "Not Present"
},
"Consideration": {
"score": 0,
"classification": "Not Present"
},
"Decision": {
"score": 0,
"classification": "Not Present"
},
"Onboarding": {
"score": 0,
"classification": "Not Present"
},
"Engagement": {
"score": 4,
"classification": "Problematic"
},
"eCommerce - Digital": {
"score": 0,
"classification": "Not Present"
},
"Account Management": {
"score": 7,
"classification": "Positive Experience"
},
"Product Interaction": {
"score": 4,
"classification": "Problematic"
},
"Advocacy": {
"score": 7,
"classification": "Positive Experience"
},
"Check Out": {
"score": 0,
"classification": "Not Present"
}
},
"Metric Analysis": {
"Review Sentiment": {
"score": 4,
"classification": "Somewhat Negative"
},
"Emotional Analysis": {
"score": 6,
"classification": "Mild Satisfaction"
},
"Churn and Advocacy": {
"score": 8,
"classification": "Low Risk"
},
"CSAT Score": {
"score": 6,
"classification": "Somewhat Satisfied"
},
"NPS Score": {
"score": 7,
"classification": "Passive"
},
"Customer Effort": {
"score": 5,
"classification": "Slight Effort"
},
"Cognitive Load Analysis": {
"score": 5,
"classification": "Balanced Load"
}
},
"Persona Assignment": {
"results": [
{
"name": "The Ethical Cart Curator",
"justification": "The reviewer appreciates the beautiful packaging and handwritten note, which aligns with eco-conscious values and brand sustainability. They express a commitment to the brand's mission despite product issues.",
"score": 8
},
{
"name": "The Review Researcher",
"justification": "The reviewer reflects on product quality and customer support, indicating they value transparency and responsiveness in post-purchase experiences. Their detailed accounts suggest they are cautious and analytical in their buying decisions.",
"score": 7
},
{
"name": "The Loyalty-Oriented Repeater",
"justification": "The reviewer mentions a willingness to shop again due to appreciation for the brand's mission and aesthetic, indicating loyalty despite initial issues with the order.",
"score": 6
}
]
},
"REX": {
"REX Score": {
"value": 56.4,
"scale": "0–100",
"weights": {
"Emotion": 0.25,
"Journey": 0.25,
"Satisfaction": 0.2,
"Advocacy": 0.2,
"Persona": 0.1
}
}
},
"Signal Story": "This review showed Bliss 4, Kindness 8, and Effort 6. Friction appeared during Engagement (Problematic), Product Interaction (Problematic). Most intense pain point was in Product Quality (intensity 8). Churn risk is currently assessed as 'Low Risk'.",
"Triage": {
"status": "high-risk",
"urgencyLevel": 9,
"reason": [
"Low Bliss score (4)",
"Intense Pain Point (score: 8)",
"Journey friction at: Engagement (Problematic), Product Interaction (Problematic)"
],
"journeyFractureDetails": [
{
"stage": "Engagement",
"score": 4,
"classification": "Problematic",
"severity": "low"
},
{
"stage": "Product Interaction",
"score": 4,
"classification": "Problematic",
"severity": "low"
}
]
},
"Auto Prescriptions": {},
"Revenue Risk Estimate": {
"totalCustomerValue": 125,
"totalTriggers": 1,
"riskLevel": "Medium",
"totalPotentialLoss": ">$42",
"personaBreakdown": [
{
"persona": "The Ethical Cart Curator",
"estimatedPersonaValue": 41.666666666666664,
"potentialLoss": ">$14",
"triggeredBy": [
"High-intensity pain in Product Quality"
]
},
{
"persona": "The Review Researcher",
"estimatedPersonaValue": 41.666666666666664,
"potentialLoss": ">$14",
"triggeredBy": [
"High-intensity pain in Product Quality"
]
},
{
"persona": "The Loyalty-Oriented Repeater",
"estimatedPersonaValue": 41.666666666666664,
"potentialLoss": ">$14",
"triggeredBy": [
"High-intensity pain in Product Quality"
]
}
]
},
"Review text": "I placed an order for a couple of wellness products—a clay mask and a refillable glass spray bottle. The items arrived beautifully packaged with a handwritten note, which was a lovely touch. Unfortunately, the spray bottle was leaking slightly, and the clay mask container had a tiny crack. When I reached out to customer service, they were quick to apologize and offered a replacement, which arrived a week later in perfect condition. I appreciate their responsiveness and dedication to making things right, but it was a bit disappointing to encounter issues with two out of two items. Still, I’d consider shopping here again because I love their mission and aesthetic.",
"Project ID": "0peq41dknkZzzuxezj9F",
"Timestamp": 1748502635740,
"ID": "9yqzMDnTCDwAW6HG4W4J"
}
}
What Makes ACIAS Different?
| Feature | Legacy Tools | ACIAS |
|---|---|---|
| Sentiment | ✅ | ✅ |
| Emotional Scoring | ❌ | ✅ Bliss, Ease, Kindness |
| Journey Mapping | ❌ | ✅ Per-stage, live-scored |
| Triage & Urgency | ❌ | ✅ Auto-labelled High/Medium/Low |
| Personas | Demographic | Emotion-driven, live-matched |
| ROX Score | ❌ | ✅ One emotional ROX score (exec-ready) |
| Output | Dashboards | JSON for full automation |
| Feature | What It Does | Why It Matters |
|---|---|---|
| Auto-Prescriptions | Suggests real-time CX fixes based on pain point + journey stage | Gives your team instant next steps - no consultant needed |
| Churn Immunization Trigger | Detects high-risk feedback and recommends retention actions | Prevents churn before it happens - like a vaccine for CX |
| Revenue Risk Estimate | Estimates potential revenue loss tied to emotional damage | Connects pain points to dollars - so stakeholders pay attention |
| Live Journey Heatmap | Highlights emotional friction by stage (e.g. Bliss drops at Checkout) | Shows where the experience is breaking down in real time |
| Persona Assignment | Matches feedback to emotional personas dynamically | Reveals who’s actually speaking - and why it matters |
| Pain + Plus Points | Tags what delighted or frustrated the customer - with intensity scores | Helps you prioritise what to fix - or do more of |
| Journey Stage Scoring | Breaks down where in the experience Bliss rose or fell | Gives you a timeline of emotional movement - not just sentiment |
ACIAS API Pricing
$0.175 per API call - No tiers. No discounts. No negotiation. Just precision. Apply for API Access:- Limited slots available
- No free tier
- No instant signup
- Expert onboarding only
Who It’s For
- CX and Product teams tired of guessing what’s broken
- Ops leaders who need to triage emotion at scale
- SaaS and DTC brands drowning in chat data
- Support teams who want more than “CSAT”
- Platforms embedding emotion insight into their workflows
- Want a self-serve dashboard
- Need sentiment analysis only
- Aren’t ready to act on emotional insights - we work with select clients who commit to closing the CX loop.
The Bottom Line
ACIAS doesn’t just tell you what customers said - it tells you:- What they felt
- Where it happened
- Why it matters