Skip to content Ask any business question about your customers. Get precise, leadership-ready answers — instantly, from your own data.
"What are our customers really telling us?" — KRC was built to answer that question at the speed of a conversation.
Most CX platforms were built for agents and supervisors — not for CEOs, CMOs, or boards making strategic decisions. They measure activity. They rarely explain reality.
KRC ingests every customer signal — support tickets, social posts, reviews, call transcripts — and surfaces the intelligence leadership actually needs.
Six core capabilities that transform how your organisation understands and acts on customer intelligence.
KRC was designed for leaders who need intelligence, not just data. Here's how each role gets value.
Browse by topic or search below. Every question your leadership, IT, and CX teams typically ask — answered.
CX dashboards show you what happened — ticket volumes, response times, sentiment scores. CX Intelligence tells you why it happened, who is at risk, and what to do next.
The distinction matters enormously at the leadership level. A dashboard requires an analyst to interpret it. CX Intelligence — through KRC — is designed to be queried directly by a CEO or CMO in plain English, and returns a decision-ready answer in seconds.
CSAT dropped 6% this month
Ticket volume up 18%
Average handle time: 4.2 mins
CSAT dropped due to payment failure spike in 25–34 segment
8 accounts now at high churn risk
Recommended: SLA review + proactive outreach
KRC (Konnect Research Cloud) is the CX Intelligence layer of the Konnect Insights platform. It is a research intelligence engine that ingests millions of customer interactions across every channel and makes them queryable by leadership in natural language.
Think of it as your brand's private "Ask Me Anything" engine — with Perplexity-level capability, built entirely on your own secure, proprietary data. No generic AI. No external data leakage. Answers come from your customers, not the internet.
Social listening tools monitor what people are saying about your brand in public. KRC goes much deeper — it unifies your private support conversations, your internal CRM, your social signals, and your call centre data into a single intelligence layer.
The result: you're not just tracking brand mentions. You're understanding the full arc of customer experience — from first contact to churn risk — and surfacing the patterns that drive strategic decisions.
KRC is specifically designed for senior leadership — CEOs, CMOs, CXOs, and board members who need CX intelligence, not CX operations data. The rest of the Konnect Insights platform (ticketing, listening, analytics) serves agents and managers. KRC serves the C-suite.
That said, insights analysts and strategy teams also use KRC heavily for competitive research, VoC synthesis, and quarterly intelligence briefings that feed into board presentations.
BI tools answer structured questions about structured data. CX conversations are unstructured — sentiment, intent, frustration, and trust can't be captured in a spreadsheet or a SQL query.
KRC uses NLP and AI models trained on CX data to interpret the emotional and strategic meaning of millions of conversations — then surfaces insights in natural language. Your BI tool can tell you ticket volume went up. KRC tells you why customer trust is declining and what to do about it.
KRC connects to every data source within the Konnect Insights ecosystem — which covers social media channels (Twitter/X, Instagram, Facebook, LinkedIn, YouTube), support ticketing, email, WhatsApp, app store reviews, web mentions, news, call transcripts, and chatbot conversations.
Through integrations, KRC can also pull in data from Salesforce, HubSpot, Zendesk, and other CRMs to give a truly unified 360° view.
KRC uses a combination of large language models fine-tuned on CX conversation data, NLP (Natural Language Processing) trained on customer service interactions, and a proprietary query engine that maps plain English questions to structured queries across your data.
Unlike generic AI tools, KRC only draws on your brand's own data — meaning answers are specific, accurate, and confidential. It cannot hallucinate answers based on the internet; every response is grounded in real conversations from your customers.
Most intelligence queries return answers in seconds. Real-time signals (social mentions, new tickets, live sentiment) are available instantly. Historical trend analysis and large-scale VoC synthesis across millions of conversations typically completes in under a minute.
For scheduled reports (weekly CX briefs, monthly board summaries), KRC can be configured to auto-generate and distribute them to specified stakeholders at any cadence.
Yes. Konnect Insights' underlying platform supports 190+ languages for listening and analytics. KRC inherits this coverage, meaning you can ask questions about customer sentiment in Arabic, French, Spanish, Japanese, or any other supported language — and receive intelligence in your preferred language.
For global enterprise teams, this means a single intelligence query can surface insights from regional markets simultaneously, removing the need for separate regional research teams.
A CEO can open KRC before any leadership meeting and ask questions like: "What are the top 3 customer issues from this week?", "Which markets are showing the highest churn risk?", or "How has our brand perception changed since the product launch?"
KRC returns structured, data-backed answers with supporting charts that can be shared directly in the meeting. No analyst prep, no manual reports — just questions and answers from your customers' own voice.
KRC monitors support interactions, social signals, and sentiment patterns simultaneously. When an account shows a combination of unresolved tickets, negative social mentions, and declining sentiment scores, KRC flags it as a churn risk — often weeks before traditional CRM systems would detect it.
This early warning allows CSMs to intervene proactively, turning potential churns into retention opportunities. Enterprise teams using KRC report identifying churn signals 3–4 weeks earlier than before.
Absolutely. KRC clusters product-related signals from support tickets, app reviews, and social mentions — and surfaces structured product feedback themes that can be directly fed into roadmap discussions. No more manual tagging of tickets or reading through thousands of reviews.
Product teams can subscribe to a weekly "product signals brief" generated by KRC, showing the top recurring issues, feature requests, and positive feedback sorted by volume and sentiment impact.
Marketing teams can ask KRC to analyse the sentiment impact of any campaign — not just engagement metrics, but how people actually felt about the messaging, which segments responded positively, and whether any claims in the campaign generated customer complaints downstream in support.
This closes the loop between marketing performance and real customer experience — giving CMOs a full-funnel view of how campaigns translate into actual customer sentiment and trust.
Yes — and this is one of the most powerful and underused applications. KRC can analyse ticket volumes by channel, time of day, issue type, and agent handling patterns to model the impact of hiring decisions vs. automation investments.
Rather than guessing, a CX leader can ask: "If we hire 15 more agents next quarter, what will our backlog reduction be vs. deploying an AI chatbot for the top 3 issue categories?" KRC runs the model and gives a data-backed recommendation.
No. KRC is built on your brand's private, proprietary data only. Your customer conversations, support tickets, and social signals are never used to train models shared with other customers or exposed to external AI systems.
This is a fundamental design principle of KRC — it operates as your brand's private intelligence engine, not a shared cloud AI. Every answer is grounded in your data, and your data only.
Konnect Insights is GDPR compliant, ISO certified, SOC2 audited, and HIPAA ready. Data is stored in secure, regionally compliant data centres with options for EU, US, UAE, Saudi Arabia, and other regions based on your requirements.
For enterprise customers with specific data residency requirements, Konnect Insights provides full transparency on data location and handles all data in accordance with local regulations including CCPA and other applicable laws.
Konnect Insights offers flexible data residency options. Secure, compliant data centres are available in multiple regions — EU, US, UAE, Saudi Arabia, and others — ensuring full adherence to your country or region's specific data residency requirements.
You retain full control over where your data lives, and Konnect Insights provides complete transparency about data location and handling practices.
KRC applies automatic PII detection and masking across ingested data. Names, email addresses, phone numbers, and other personally identifiable information are redacted before being processed through the intelligence layer — ensuring compliance with GDPR and equivalent regulations.
Role-based access controls mean that analysts and executives only see the intelligence outputs appropriate to their access level, not raw customer data.
Most enterprise customers have KRC operational within 2–4 weeks. The onboarding process covers data source connection, historical data ingestion, access configuration, and a structured onboarding session with the customer success team to train leadership on how to query effectively.
Konnect Insights provides a dedicated implementation team and a 30-day onboarding programme designed to ensure your leadership team is getting value from KRC from day one.
No technical expertise is required to use KRC as a leadership tool. Queries are entered in plain English — no SQL, no coding, no configuration. The interface is designed to be used directly by a CEO or CMO without any analyst support.
Implementation does require a brief technical setup to connect data sources, which the Konnect Insights team handles as part of onboarding. Once live, the day-to-day experience is fully non-technical.
Yes. KRC integrates with thousands of applications through the Konnect Insights Marketplace, including Salesforce, HubSpot, Zendesk, Microsoft Dynamics, and most major CCaaS platforms. Custom integrations are also available via REST APIs and webhooks.
The goal is to make KRC the intelligence layer that sits on top of your existing stack — not to replace it. Your CRM, helpdesk, and analytics tools continue to operate as before; KRC simply adds a strategic intelligence layer on top.
Yes. Konnect Insights offers a 30-day trial that includes access to all platform features including KRC. For enterprise teams with specific pilot requirements — for example, a limited-scope deployment across one business unit or geography — a customised pilot programme can be arranged through the sales team.
At the end of the trial, your data and configuration remain fully intact, making the transition to a paid plan seamless.
Turn millions of customer conversations into leadership intelligence — in seconds, not weeks.