Most AI agents need a prompt before they surface anything. Lyra Agent works differently — it's proactive by design, running on a set schedule, monitoring every connected feedback channel, such as surveys, reviews, support tickets, chat transcripts, or social media.
It identifies issues gaining traction and opportunities worth acting on, so your team always knows where to focus on next.
What are Proactive Insights?
Proactive Insights are the actionable findings Lyra Agent surfaces on its own, without anyone asking. Running in the background across each Space, Lyra Agent monitors your feedback data, identifies issues and opportunities that need your team's attention, and delivers them straight to your homepage as a Story — no prompt required.
How it works
Here’s how Lyra Agent surfaces proactive insights in three simple steps:
Step 1: Continuous monitoring across every channel
Lyra Agent monitors customer signals from every connected source — surveys, product reviews, support tickets, chat transcripts, or social media — and scans it on a regular schedule.
Step 2: Detection of issues and opportunities
It tracks shifts in feedback volume across negative and positive feedback, identifying the issues gaining traction and the opportunities worth acting on, all carefully curated for your specific team or project.
Step 3: Insights delivery the moment you log in
Insights are delivered as Stories, available when you open the platform — quantified, ranked, and backed by the numbers and supporting quotes. No dashboard to build, no query to write.
What is a Story?
A Story represents a unique insight Lyra Agent has found through its proactive mode.
Lyra Agent currently surfaces four Story types:
Top issues — the biggest sources of negative feedback in your customer data. Delivered weekly, covering the previous Monday through Sunday and benchmarked against the week before.
Top praises — the biggest sources of positive feedback in your customer data. Delivered weekly, covering the previous Monday through Sunday and benchmarked against the week before.
Growing issues — issues whose volume is climbing week over week. Delivered weekly, covering the previous Monday through Sunday and benchmarked against the week before.
Feature requests — the most common asks customers are making within your customer feedback data. Delivered quarterly.
A Story leads with a summary, then the related Observations behind that insight, the numbers, and supporting customer quotes.
How are Stories tailored to what my team cares about?
Stories are directly connected to Spaces. A Space is a dedicated views for a team or project, customized by a saved set of filters — for example, a specific product line, region, or channel.
Because Lyra Agent operates within your team's Space rather than the full dataset, every story it surfaces is relevant and tailored to your team or project — so you only get the insights you actually care about.
What are Spaces?
A Space is a saved filter — a combination of themes and other criteria — that narrows the feedback dataset down to what one team, product, or project actually needs to see. Instead of searching through all feedback, a team working within a Space only sees the data relevant to what they own.
Spaces also scope proactive insights. Stories can be specific to a Space or cover the whole organisation.
How can you access Lyra Agent and Proactive Insights?
Proactive Insights by Lyra Agent are currently in Closed Beta, and we're actively gathering feedback from early users to shape the feature ahead of a wider rollout.
Customers who'd like early access should reach out to [email protected] or their dedicated XLG Programme Lead to request it. Alternatively, you can submit a request here.
For early access users: you can access Lyra Agent in the Chattermill app. Lyra Agent chat is available as soon as you log in —You can ask a question, get an answer, follow up, set a task, or give instructions. Once your Spaces are set up for Proactive Insights, Stories will appear on the first Monday after setup.