CALIFORNIA CITY, CA / ACCESS Newswire / September 17, 2026 / Today, SurveySparrow is launching Echo, an AI agent that has a real conversation with your customers about their feedback, figures out what they actually mean, and does something about it immediately, before they leave the conversation.
What Echo actually does, in plain terms
Think of Echo as a smart teammate sitting inside every feedback moment. A customer leaves a low score or types "fine" - Echo asks a quick, natural follow-up question to find out why, the same way a good listener would. The moment it understands the real problem, it acts: notifying the right person, kicking off a fix, or checking back in, all inside that same conversation, on chat, survey, email, WhatsApp, or voice.
No dashboard to check later. No separate tool to hand things off to. No customer left waiting for someone to catch up.
Why this matters for your business
Right now, most businesses don't actually know why their customers feel the way they do. A score tells you something changed; it doesn't tell you what. A comment like "fine" or "okay" isn't enough to act on. And by the time anyone digs deeper, the moment to find out is usually gone.
That lack of clarity is the real cost. Teams end up guessing at fixes, chasing customers for context that's already gone cold, or watching the same complaint show up again next quarter because nobody ever learned the actual reason behind it the first time. Echo removes the guesswork; it gets the real "why," while the customer is still there to give it. And customers stay in the conversation long enough for that to happen: 97% of the conversations Echo starts get finished, not abandoned halfway.
"Most businesses don't actually have clarity into why their customers are unhappy or walking away; they see the score, not the reason. Echo is built to extract that clarity in the moment, during the actual conversation, so your team isn't left guessing after the fact. That's the difference between a feedback tool and a feedback agent." - Shihab Muhammad, CEO, SurveySparrow
Echo is live today. [Learn more]
About SurveySparrow
SurveySparrow, founded in 2017 and headquartered in Palo Alto, California, United States, is an experience management platform that helps organizations collect feedback, understand customer and employee experiences, and turn insights into action. Trusted by 100,000+ customers across 150+ countries, SurveySparrow has powered 10M+ CX surveys, helping organizations create engaging feedback experiences and make better decisions with customer and employee insights.
Media contact:
Sneha Arunachalam
sneha.arunachalam@surveysparrow.com
SOURCE: SurveySparrow Inc.
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