Giving excellent customer experience has never been a matter of luck. It is the result of deliberate and often complicated work by internal teams, collecting data, figuring out feedback, and weighing competing priorities to make the right decisions. As customer experience (CX) initiatives have evolved from static journey mapping to continuous journey management, the emphasis has shifted from simply finding isolated pain points to getting the in, depth understanding of experiences and their connections, as well as how they affect results over a period of time.
Journeys, these days, are the link between various parts of the customer experience team, helping them figure out a signal: when a signal comes, what caused it, and how it affects the results after the signal. Leaders use this kind of thinking to help them make decisions when there are trade, offs between the parts of the system that are constantly changing and the areas of the market, the employees, and customers. Even though the improvements in AI have enabled the processing of a much larger volume of signals and from more data sources, just being fast doesn’t necessarily mean that there will be clarity, or that action will be taken.
The missing piece has been a way for AI and human judgment to work together within the journey context, reasoning across connected signals to determine what truly matters and what should happen next. That gap is now closing with the introduction of the analyst agent.
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Introducing the Analyst Agent
The analyst agent is purpose-built to help teams reason about customer experience directly inside the journey. Accessible through a conversational interface called AskTheyDo, it supports two critical areas of work: experience analysis and journey coaching. Both are designed to enhance decision-making while keeping context intact.
Experience Analysis Inside the Journey
Experience analysis begins once journeys and data are established. This is where teams move beyond observation into interpretation and prioritization. Using AskTheyDo, teams can prompt the analyst agent to examine journey dynamics and explore questions such as where friction is driving downstream issues, which moments most influence outcomes like retention or support volume, and how addressing one issue might affect others.
By reasoning across journey steps, insights, and related journeys, the analyst agent helps teams see how momentum or friction in one area shapes results elsewhere. Because all analysis remains tied to shared context, teams gain clearer direction, make better trade-offs, and prioritize actions with greater confidence. For CX professionals, this significantly shortens the path from insight to impact while revealing patterns that are often overlooked.
Journey Coaching for Stronger Models
Journey coaching focuses on improving the quality and clarity of the journey itself. Trained using TheyDo’s guides, real-world feedback, and decades of customer-centric consulting expertise, the analyst agent acts as a built-in journey management coach. Teams can assess whether journeys are clearly structured, whether steps overlap or are missing, and whether the phases truly reflect the customer experience being mapped.
The agent evaluates journey models for gaps, weak assumptions, and inconsistencies. It highlights areas where evidence is thin, where steps may be misaligned, and where connections to related journeys could be strengthened. The result is a more reliable journey model that teams can confidently use as shared organizational context.
How Analysis and Coaching Work Together
Journey coaching improves the integrity of the model, while experience analysis uses that model to drive smarter decisions. Both capabilities are grounded in the same principle: AI delivers the most value when it reasons inside shared journey context, alongside human judgment—not outside it.
Mining, Enhanced by Context
The mining agent remains a core capability within TheyDo. Now positioned alongside analysis and reasoning, mining becomes more precise and resilient. By preserving context, insights are easier to interpret, less likely to be misunderstood, and more actionable across teams.
What’s Next for TheyDo’s Agentic Layer
The analyst agent represents the next step in TheyDo’s evolving agentic layer. These agents are intentionally designed as tools—not replacements for people. Ownership, accountability, and decision-making remain firmly with human teams.
Upcoming capabilities include a reporting agent that generates contextual reports directly from journeys, followed by an editing agent to support tasks such as refining journey steps and merging insights. All future agents will be role-aware, ensuring governance and responsibility stay clear as adoption grows.
As with every TheyDo innovation, journeys remain the foundation—providing shared context for better decisions, powered by AI and guided by human judgment. This is experience intelligence in action.