AskNicely has launched two AI agents for customer insights and reputation management, expanding its Ask NiceAI platform for multi-location service businesses.
The new tools, Insights Agent and Response Agent, are designed to help operators act on customer feedback faster without adding staff or more software. The release targets businesses whose frontline teams and regional managers are struggling to keep up with dashboards, reports and disconnected systems.
Insights Agent monitors customer experience data from surveys, reviews and operational feedback. It sends summaries and recommended actions to email inboxes, Slack or Microsoft Teams channels on a daily, weekly or monthly schedule.
Response Agent focuses on customer communications. It drafts and sends replies to customer reviews and feedback using company-specific tone settings and other controls. Early use is centred on automating responses to positive reviews and high Net Promoter Score feedback.
The launch marks a shift from conversational querying of customer data to more automated monitoring and action. AskNicely introduced AI features with a Dynamic Surveys agent in 2024 and later added Ask NiceAI, which lets users query customer experience data in natural language.
A central part of the rollout is access for operational teams without analytics specialists or in-house AI expertise. Users can create agents with simple prompts inside Ask NiceAI or choose from pre-built templates for common issues such as emerging risks, recurring complaints and weekly action lists.
The platform also lets businesses decide how insights are shared between head office, regional leaders and frontline managers. The structure is intended to route information directly to the teams expected to respond to customer issues.
Tony Ward, Chief Executive Officer of AskNicely, said many businesses already have more customer data than they can use effectively.
"Most companies already have more customer data than they know what to do with," Ward said. "The real challenge is making sure the right insights reach the right people quickly so they can take action. Insights Agent removes that burden by proactively delivering customer intelligence to frontline teams instead of expecting managers to constantly go searching through dashboards and reports."
AskNicely positioned the software as a way to reduce reliance on manual reporting by management teams.
"We're moving beyond reactive reporting into proactive intelligence," Ward said. "Insights Agent works quietly in the background, identifying patterns, surfacing operational risks and helping teams focus on what matters most without needing to become analysts or AI experts."
The launch reflects wider pressure on customer-facing businesses to respond to feedback more quickly, especially across large networks of locations where oversight is split between local managers and central teams. In sectors such as healthcare, home services, legal, financial services and hospitality, operators often need to balance review management with service recovery and day-to-day operations.
Response Agent was developed in response to customer demand for a more scalable way to manage online reputation and engage with reviews. Businesses can configure brand guidelines and approved tone settings, using automation for routine replies while leaving staff to handle more sensitive cases.
Ward said the company focused on the needs of frontline managers rather than specialist users.
"Most frontline managers don't wake up wanting another dashboard," Ward said. "They want simple, clear guidance on what's changing in their customer experience and where they need to act. That's where agentic AI becomes genuinely useful - it helps operational teams move faster without adding complexity."
Many customers plan to use the response tool first on positive reviews, allowing teams to spend more time on customer recovery and operational fixes when experiences fall short. That suggests businesses remain cautious about handing more sensitive or potentially contentious customer interactions to automated systems.
AskNicely serves multi-location service businesses in North America, Europe, Australia and New Zealand. Its customer base spans sectors where brand reputation and local service quality can vary significantly between sites.
"Businesses want to engage with every customer review and piece of feedback, but doing that consistently at scale is difficult," Ward said. "Response Agent helps teams respond quickly with thoughtful, on-brand replies while freeing people up to focus on customer recovery and improving the experience where it matters most."