Birdie

What Birdie does

Birdie is a Palo Alto-headquartered CX Intelligence Platform that unifies Voice of Customer (VoC) feedback and Agent QA scoring into a single decision engine. The platform captures and categorizes customer signals across surveys, reviews, support tickets, voice calls, chat, and social media, correlates them with customer profiles and product behavior, and diagnoses root causes ranked by business impact (revenue, retention, CSAT). Birdie targets four primary buyer personas — CX leaders, product leaders, QA & operations leaders, and technical leaders (CTO/CIO) — predominantly in financial services, with additional traction in services marketplaces and creator platforms.

The product is structured around three AI-driven modules: VoC for omnichannel feedback intelligence, Agent QA for outcome-driven quality scoring across 100% of customer interactions, and the Customer Context Platform that ties them together. Underlying technology includes NLP-based sentiment analysis, an AI-powered taxonomy that adapts to customer vocabulary without breaking historical classifications, and root-cause diagnostics. Two adjacent capabilities extend the platform's surface: Skye, a natural-language AI analyst for ad-hoc queries, and the Birdie MCP (Model Context Protocol) Connector that exposes structured customer context to external AI agents and copilots. Pre-built integrations span Zendesk, Intercom, Salesforce, Slack, Jira, and Asana, and the platform runs on AWS and GCP infrastructure with SOC 2-aligned security posture.

Birdie operates a subscription SaaS revenue model with annual billing, per-seat and per-feedback-volume pricing, overage charges at 1.3x per 1,000 additional comments, and renewal escalators of up to 10% (terms set out in the Master Subscription Agreement). Distribution is a direct enterprise field-sales motion anchored by 'Book a demo' calls-to-action, supplemented by a self-serve trial flow via app.birdie.ai. Named customers are concentrated in financial services — Nubank, Neon, Mercado Bitcoin, Getnet, KOHO, Betterment — with Patreon as a non-fintech reference. The company has raised approximately $9 million across pre-seed, seed, and a February 2022 $7M seed extension led by SoftBank Group and Illuminate Ventures; leadership includes CEO and co-founder Alexandre Hadade, Co-Founder and CPTO Everton Cherman, and Co-Founder and CCO Pat Osorio.

Name

Birdie

Legal name

Birdie SSOT Corp.

Website

https://birdie.ai

Company type

Private

Founded year

2019

Operating status

Operating

Headcount range

11–50 employees

Short description

Birdie is an AI-native CX Intelligence Platform unifying Voice of Customer and Agent QA into a decision engine, serving CX, product, and QA leaders at financial services and digital-native enterprises via subscription SaaS and AI-powered root-cause analysis.

Ownership category

akta.pro rank

Product category

Customer Experience Analytics Software

NAICS

Custom Computer Programming Services (541511)

SIC

Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

Customer Experience (CX) & Voice-of-Customer Analytics (BPAHALAK)

akta.pro secondary industries

Customer Experience (CX) QA, Analytics & Voice-of-Customer Operations (BPAAABAN), Conversational AI Platforms (chat/voice bots, orchestration) (HDAAAFAC)

Keywords

• Customer experience analytics
• Voice of customer platform
• AI quality management
• Customer feedback intelligence
• CX intelligence software

Headquarters

HQ city

Palo Alto

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Infrastructure, Operations

Revenue model

1. Subscription SaaS: Birdie operates on a subscription SaaS model where customers pay for platform access per seat or per usage volume. The Master Subscription Agreement (Section 7) describes annual in-advance payment terms with per-Feedback-Limit and Authorized-User-Limit based pricing. Fees are quoted based on plan tiers with overage charges at 1.3x per 1,000 additional comments processed. Annual billing is standard; fees increase up to 10% on renewal.

Pricing tiers

Go-to-market motion1 record

Distribution channels2 records

Marketing channels6 records

Core offering

Birdie sells a CX Intelligence Platform that unifies Voice of Customer (VoC) feedback capture across surveys, reviews, support tickets, calls, chat, and social, with AI-driven Agent QA covering 100% of customer interactions. Both modules run on a shared Customer Context Platform that correlates signals to customer profiles and business outcomes, ranks issues by impact (revenue, retention, CSAT), and routes actions to teams via integrations such as Jira, Asana, Slack, Zendesk, Intercom, and Salesforce.

Product overview

Birdie is a CX Intelligence Platform built as a unified product with two core modules—Voice of Customer (VoC) and Agent QA—operating on a shared Customer Context Platform. VoC captures and analyzes customer feedback across all channels (surveys, reviews, tickets, calls, chat, social) while Agent QA provides AI-driven quality assurance across 100% of customer interactions. Both modules connect to the Customer Context Platform which correlates signals with customer profiles and business outcomes. The Birdie MCP Connector extends this intelligence to external AI agents and workflows. The platform is designed for AI-augmented CX operations, helping teams move from reactive ticket handling to proactive product and operational improvements.

Differentiator

Problem solved

Functional benefit

Products and services

• Voice of Customer (VoC) AI-powered Voice of Customer module that captures and categorizes customer feedback from every channel (surveys, reviews, support tickets, voice calls, chat, social) into unified intelligence, with initiatives & action plans, emerging themes detection, AI-powered taxonomy, business metrics dashboards, and custom role-based views.
• Agent QA AI-driven quality assurance module providing scoring and analysis across 100% of customer interactions (chat, email, voice, bot/LLM), connecting quality scores to customer outcomes (CSAT, retention, resolution) and identifying whether failures stem from agent issues or product/process problems.
• Customer Context Platform Core intelligence platform that serves as the unified context layer for all customer signals, correlating feedback from every channel with customer profiles and product behavior, diagnosing issues by root cause, and ranking them by business impact (revenue, retention, CSAT) for decision-making.
• Birdie MCP Connector Model Context Protocol (MCP) connector that exposes Birdie's customer intelligence to any external AI agent, copilot, or workflow, delivering structured customer context rather than raw data for AI-augmented customer experience operations.

Quantifiable outcome

• 80% reduction in data analysis time (Mercado Bitcoin)
• +7 more outcomes

Named customers7 records

Segments6 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration6 records

AI capability6 records

Feature7 records

Scale indicators3 records

Recent moves6 records

Expansion highlights6 records

Direct peers

• Qualtrics: Direct peer in the customer experience and Voice of Customer (VoC) analytics category. Qualtrics offers enterprise experience management including CX, EX, and VoC with heavy AI investment; Birdie competes for the same CX leader budget but differentiates on AI-native QA and unified signal layer.
• Medallia: Direct enterprise CX analytics peer. Medallia captures customer feedback across channels and uses AI for sentiment and text analytics — directly overlapping with Birdie's VoC and AI-taxonomy capabilities, especially in regulated verticals like financial services.
• Sprinklr: Direct peer offering unified customer experience management across social, care, and marketing. Sprinklr's AI-driven contact-center analytics and quality tools overlap with Birdie's Agent QA and VoC modules, serving similar enterprise buyers.
• InMoment: Direct peer in VoC and customer experience analytics, with AI-driven text analytics and an enterprise customer base. InMoment competes head-to-head with Birdie's VoC module for CX and product leader budget.
• CallMiner: Direct peer in conversation intelligence and customer interaction analytics. CallMiner's 100% interaction capture and QA capabilities overlap tightly with Birdie's Agent QA module, particularly for voice and contact-center use cases.

Emerging players

• SentiSum: AI-native VoC and support analytics platform using NLP and sentiment classification. Overlaps with Birdie's taxonomy-driven feedback categorization but typically serves mid-market customers rather than Birdie's enterprise fintech focus.
• Thematic: AI-powered customer feedback analytics platform with theme-based taxonomy and sentiment. Direct overlap with Birdie's NLP-driven VoC capabilities but smaller scale; targets CX teams using survey and review data.
• Chattermill: CX analytics platform unifying feedback from multiple channels with AI-driven theme and sentiment detection. Direct competitor to Birdie's VoC offering, focused on mid-market and consumer brands.

Broad incumbents

• Zendesk: Customer service and engagement platform with native QA, workforce management, and analytics. Birdie integrates with Zendesk but Zendesk's own CX intelligence capabilities make it a broader incumbent that could subsume Birdie-style functionality at scale.
• NICE Ltd. Large enterprise contact-center analytics and QA vendor. NICE's interaction analytics and quality management overlap directly with Birdie's Agent QA, and NICE's scale in regulated financial services is a comparable go-to-market profile.

Market position

Strengths4 records

Weaknesses3 records

Competitive moat4 records

Key risks5 records

Key highlights6 records

Customer concentration

• YouTubeyoutube.com/@usebirdie
• LinkedInlinkedin.com/company/get-birdie
• Xx.com/usebirdie

Compliance5 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles6 records

Funding overview

Funding rounds5 records

Investors12 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Birdie