RALEIGH – Pendo, saying it is utilizing data gathered from 10,000 companies such as Verizon, Morgan Stanley, Labcorp, Salesforce using its products, is launching Wednesday a suite of products utilizing artificial intelligence that it says will help clients improve software experiences.

In fact, CEO Todd Olson predicts: “AI will completely transform how digital products are built and how they function.”

And there are a lot of believers. Research firm Gartner, in a recent report cited by Pendo  says “by 2026, AI-driven product and customer experience (CX) analytics tools will be the primary source of insight for 40% of digital product enhancements, up from 10% today.”

More coverage: A Q&A with CEO Tod Olson

‘AI is now part of everything we do:’ Pendo CEO talks the play, the why, the importance, the leaders

The privately held Raleigh company that is a tech industry “unicorn” with more than $1 billion in valuation, calls its suite Pendo AI.

The AI wave is sweeping across the tech and life science industries at a rapid pace, companies using it for research, new product development and more. (Cary-based SAS, for example, says it’s investing $1 billion in its AI efforts.) Pendo already is in the business of improving software performance, describing its mission this way: “Whether you build software, manage schools, or sell screwdrivers, Pendo improves the digital experiences your customers rely on.”

Now Pendo says its new tools – based on its customer experiences – brings the insights gained from “trillions of data points and billions of daily interactions.” Data includes clicks, swipes, poll responses, feedback requests, and more.

‘Exponentially better digital experiences’

The goal for clients: “Deliver exponentially better digital experiences across the software they buy, build, or sell.”

“AI will completely transform how digital products are built and how they function, drastically improving the experience we all have with software,” Olson explained in the announcement. “Our foundation at Pendo is troves of product usage data that’s already delivering automation for thousands of companies. Now with Pendo AI, our customers can leverage their product data in innovative new ways to drive their businesses forward.”

The new products, says Pendo, can “accelerate product discovery, drive product-led growth, and automate personalized in-app experiences at scale. Through innovations like one-click guides, instant summaries of qualitative user feedback, and auto-generated customer expansion campaigns, companies can eliminate hours of manual effort every day, and uncover insights they can use to drive impactful business outcomes, such as revenue growth, customer retention and productivity gains.”

The first products

Here are the initial offerings as described by Pendo:

AI-powered personalization: Automate the creation and delivery of personalized in-app content.

  • AI-generated guides and content: Jumpstart creation of in-app guides and walkthroughs to drive business outcomes like product adoption and workflow completion. Guide Magic serves as a writing assistant that can auto-generate content for guides. It also suggests steps to add to a walkthrough or campaign to drive users to complete a task or adopt a feature.

AI-powered product discovery: Analyze, sort and identify trends in data to derive faster customer insights and build with confidence.

  • AI-generated qualitative insights: Synthesize NPS responses and user feedback from multiple data sources and get AI-powered recommendations for what feature to build next based on the qualitative data. Make faster, more confident product roadmap decisions with insights surfaced by AI.

AI-powered growth: Deliver business impact by reducing the manual effort and expertise required to drive better retention, conversions and engagement.

  • Generative campaigns: Instantly segment your users to determine who to upsell, who’s at risk, and other valuable signals to improve business outcomes. Auto-generate in-app guide campaigns to drive free-to-paid conversion, existing customer expansion, and drive adoption of features that lead to customer retention.
  • Workflow suggestions: Uncover potential inefficiencies as users journey across applications to complete a task or business process; then get instant suggestions for where to place in-app guides to help users complete the journey.

AI in the platform: Get to value faster with Pendo.

  • AI tag assist: Measure and report on product usage with greater speed, accuracy and confidence with automatically tagged features and tag quality notifications. Our AI-powered tagging assistant reduces the need for technical knowledge when users get started with Pendo, accelerating onboarding and time-to-value.
  • AI chatbot: Get personalized help and education in Pendo right when you need it via a new AI chatbot integrated with our knowledge base and product usage data.