TheyDo unveils Analyst Agent for customer journey AI

TheyDo has launched an AI "analyst agent" that works inside its customer journey management platform and answers plain-language questions using linked customer journey evidence.

The Amsterdam-based company said the product, called Analyst Agent, is part of Ask TheyDo, its conversational interface. It analyses both qualitative and quantitative journey inputs, and returns answers with sources and context drawn from a company's journey framework.

TheyDo positions the new tool as a way for teams to reason across mapped journeys and to connect data to decisions. The company said it aims at use by non-specialists as well as journey practitioners.

Inside the platform

TheyDo said the Analyst Agent evaluates journey structure, evidence and performance metrics when responding to user prompts. It can assess gaps across an end-to-end experience, summarise metrics and their drivers, and rank recommended improvements by potential impact.

The company described "experience intelligence" as a combination of customer journey data, insights and evidence. It uses that set of inputs to describe what customers experience, why it happens and where to take action.

TheyDo said the Analyst Agent is the second product in a set of AI agents aimed at journey teams. It follows a previously launched "mining agent" that converts qualitative and quantitative inputs into structured journey-building blocks. The Analyst Agent runs analyses on that structured data and produces synthesised insights and recommendations.

TheyDo said the agent runs on its "contextually tuned AI" and responds to plain-language questions. It links outputs back to underlying data and documentation inside the journey framework.

Pfizer example

TheyDo cited early use at Pfizer, where a team used the tool on a patient healthcare journey and reviewed mapped journeys for missing elements. The company said the work took around 20 minutes per journey and reduced the time spent by two to three hours.

Pfiizer's Customer Journey Operations Lead Advisor Grace de Athayde said the tool surfaced gaps and cited supporting sources from existing materials.

"The analyst agent's output is high quality and trustworthy," said Grace de Athayde, Customer Journey Operations Lead Advisor at Pfizer. "When I used it to analyze a mapped journey, it suggested missing elements and additions, with sources from existing documentation to clearly highlight gaps. It also outperformed competitive AI tools, including copilots and AI services embedded in creative products, when mapping a specific patient healthcare journey. This is helping us reach journey management readiness in about 20 minutes, which is at least two to three hours saved per journey."

Shift in AI use

The launch lands as many large organisations experiment with generative AI in analytics, customer insight and decision-making. Many deployments still rely on generic assistants or separate dashboards. Vendors have begun packaging AI into narrower tools that sit closer to specific business processes.

TheyDo's approach centres on the customer journey artefact as a unit of analysis. The company said the Analyst Agent keeps work within the journey framework and its supporting evidence, rather than moving teams into standalone AI chat tools.

TheyDo said the agent can be used in meetings and planning sessions, where teams often debate customer needs and prioritisation based on a mixture of data, anecdote and specialist input. It said users can query journey evidence through conversation and get responses that reference sources.

Jochem van der Veer, Chief Executive Officer of TheyDo, framed the product as a response to an organisational gap between data collection and day-to-day decision-making.

"For years, organisations have invested heavily in collecting customer data, but too few people can actually use it when it matters," said Jochem van der Veer, CEO of TheyDo. "The analyst agent changes that by making experience intelligence accessible through natural language conversation to all users regardless of skill level. It brings shared context into meetings, planning sessions, and decisions, so customer insight is no longer locked away with specialists."

Product road map

TheyDo said the Analyst Agent builds on its existing AI foundation, including Mining AI, which it said has been in use since 2024. The company said the mining product turns raw qualitative and quantitative inputs into structured journey data. It said the new analyst product adds analytical reasoning across that dataset.

TheyDo said the Analyst Agent provides decision support outputs that "explain what is happening, why it matters, and reveals what to do next". It listed sample questions, including analysing gaps across an end-to-end experience over six months, summarising a metric and its influences, and ranking the most critical journey improvements.

TheyDo said it plans to introduce additional agents over the coming months for specific journey management use cases. The company said those tools will sit within Ask TheyDo.