Klarify

Klarify enhances surveys by enabling the AI to ask intelligent, context-aware follow-up questions when users provide low-quality or incomplete feedback. Instead of relying on static, generic follow-ups, this feature dynamically probes based on the respondent’s previous answer, helping teams unlock deeper, more actionable insights.

By adding AI-driven clarification, Klarify transforms passive data collection into an adaptive conversation. The AI interprets the customer’s response, identifies ambiguity or missing context, and asks relevant probing questions in a natural, human tone. This ensures CX teams capture not just sentiment, but the underlying drivers behind it.

Let's look at an example to understand.

A retail brand sends a post-purchase survey after an online order is delivered. A customer responds with “It was okay.” While this reflects neutral sentiment, it lacks clarity on what shaped the experience.

With Klarify enabled, the AI follows up with a targeted question such as:
“Which part of your purchase experience felt just okay—product quality, delivery, pricing, or checkout?”

This prompts the customer to provide specific feedback, enabling the CX team to quickly identify which stage of the purchase journey needs attention.

Here’s how Klarify helps:

• Adds clarity to vague responses by asking smart follow-up questions when feedback lacks detail.
  
• Identifies the exact issue behind customer sentiment, helping teams understand what actually shaped the experience.
  
• Creates a natural conversation with respondents, encouraging them to share more specific and useful feedback.

Lets see how to set up Klarify.

1. Navigate to the Build section  turn on the “Klarify” toggle.
   

   

2. Once enabled, you can define how Echo should engage and set clear instructions so it knows how to probe intelligently and ask meaningful follow-up questions that move the conversation forward.
   

   

3. You can also tailor the tone to match your intent whether that’s friendly, professional, or high-energy so every interaction feels on-brand and aligned with the experience you want to deliver.
   

   

4. Set the number of follow-ups you want Echo to ask. By default, it’s set to three, but you can adjust it based on your needs.
   If you switch to Auto, Echo will dynamically decide how many follow-ups to ask, adapting in real time to the flow of the conversation.
   

   

5. Fallback question- Set a fallback question to ensure continuity if AI credits are exhausted or responses lack clarity, Echo will seamlessly step in with this question to keep the conversation moving forward.
   

   

6. You can also define conditions for when Klarify should step in. For example, trigger follow-up questions when a rating drops below a certain threshold, like 3, so you capture clarity exactly when it matters most.
   

   

Analysing Klarify responses

1. Navigate to the Responses under Results section.
   

   

2. Under the Questions column, you’ll see both the score and the Echo icon, giving you a quick view of how responses are performing and where Echo is actively driving clarification.
   

   

3. Click the Echo icon and select “Click to see follow up questions” to see exactly what Echo asked that respondent, giving you full visibility into how the conversation unfolded.
   
   

   

4. Once you open it, you’ll see a concise summary of the respondent’s answers across all follow-up questions.
   

   

   
   You can also drill down to view each individual question Echo asked along with the corresponding response for complete transparency.
   

   

5. You’ll also see a ticket icon. You can use it to raise a ticket with the relevant team, so you can flag the issue and share the specific response or feedback for quick action and resolution.
   

   

   That’s how you setup Klarify

Feel free to reach out to our community if you have any questions.