We help human-centric organizations to understand the emotions that drive customer and employee behaviour.

Uncover how people feel: 

your consumers, customers, employees, patients

Our platform quickly transforms text input from any source - surveys, call center transcripts, customer reviews - into ten primary and a hundred secondary emotion categories, which are derived from thousands of words and phrases. These emotion groups reveal insights into the "deep why" behind behaviour, and are accessible through a user-friendly dashboard within minutes.  We deliver the data essential for understanding the main drivers of human behaviour: in depth, with accuracy, at scale, in near-real time.

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  • Open-ended survey questions
  • Interview transcripts
  • Customer feedback
  • Call center and chatbot transcripts
  • Product reviews
  • Employee feedback
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  • Automated analysis validated by science and experts
  • The most comprehensive emotion taxonomy powered by NLP
  • Supports multiple languages
  • DIY SaaS or full service
  • CSV data appends
  • Real-time API is available for custom integration
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We are human-centric and industry agnostic

From marketing and market research, to customer experience, patient experience and employee engagement, Heartbeat AI delivers deep insights to transform any business. 


Consumer & Shopper Insights


CX: Customer Experience


EX: Employee Experience

How we are different

Heartbeat was built by market researchers and experts in psychology and linguistics to automate the analysis of text of any size  - from a few interviews to a few hundred survey open-ends to thousands and millions call centre transcripts. We take emotionally rich unstructured data and turn it into emotion clusters to tell powerful and honest human stories. 


  • Our algorithm is based on Supervised Machine Learning, Natural Language Processing, psycholinguistics and neuroscience.
  • Started with only 800 words and phrases, our professionally coded English taxonomy grew 20x.
  • We guarantee 95% accuracy by using contextualized custom taxonomies.
  • 97% match rate (emotional content that gets categorized).
  • We provide consistent results by eliminating human bias.


  • The platform is simple to learn and easy to use.
  • No "black boxes".
  • It integrates word frequency and non-binary sentiment summary.
  • Our beautiful dashboard has drill-downs to verbatim comments for each emotion, which helps tell a story.
  • We work in close collaboration with a client and offer customization - from custom topic recognition to custom taxonomies and visualizations.

Simple steps from data to insight

DIY or Full Service

Our SaaS (Software-as-a-Service) facilitates a journey from a raw data upload to a rich dynamic dashboard with an optional CSV data append in just minutes. We can train your team of any size (from 1 to 500+) to use our DIY platform, or we can do it all for you by collaborating to uncover insights and tell a story.

Beautiful and dynamic

Heartbeat Maps represent the complexity of human emotions: rich, colourful and always moving - check out for yourself!

Easy to understand, regardless of context

Primary emotions are easy to understand because they are universal to all human beings.

All-in-one dashboard

A topline dashboard includes top words and phrases, sentiment summary, a primary emotion chart and top secondary emotions. Each section can be filtered by metadata, such as demographics.

Not your usual word cloud

Word clouds include only emotion words and phrases that you can filter by primary emotions and metadata.

See the emotional customer journey in one chart

Summary charts show differences between questions or demographic groups. For example, this report shows a dramatic difference between emotions that women feel when craving chocolate (sadness & anger) compared to eating their favourite chocolate (joy and pleasure). Check it out for yourself.

Easy text-mining

It's a transparent tool with drill downs and verbatim word usage for each primary emotion. You can see exactly what words were categorized and the exact phrases these words came from.

Once you really understand how your customers and employees feel, you can build powerful predictive and prescriptive models that will enable your organization to be not just data driven - but human centric. Our clients use Heartbeat to predict customer churn, understand loyalty drivers and build better strategies.

Feeling curious? Please book a discovery session with us.