At Lyssna, we believe AI should empower researchers, not replace them. As a user research platform, our aim is to help teams uncover insights, make better decisions, and ultimately create products people love. AI plays a role in that, but only when it's purposeful, responsible, and grounded in real researcher needs.
Here’s how we approach AI:
AI that empowers researchers, not replaces them
Researchers are thoughtful, curious, and great at seeing the story behind the data. We believe AI should help them do more of that, not get in the way. At Lyssna, we build AI tools that take care of the repetitive stuff like transcribing or organizing data, so researchers can stay focused on what really matters: understanding people, spotting patterns, and making smart, impactful decisions.
Efficiency without compromise
AI should help you get more done with less—less time, less budget, fewer resources, without cutting corners. We design AI features to speed up your workflows, lighten the manual load, and help you move faster while still keeping your research deep, thoughtful, and rigorous.
Grounded in real research needs
We’re not here to chase AI trends or build flashy features just to say we’ve got them. Every AI capability we create starts with real researcher challenges—things we’ve heard directly in conversations, seen during testing, or learned from ongoing feedback in our community.
Transparent and trustworthy
AI should feel like a trusted teammate who’s upfront about what it’s doing, how it’s making decisions, and where it might fall short. We’re committed to transparency and giving you control, so you can decide how and when AI fits into your research workflow.
Privacy, security, and ethics first
Your data and your participants’ data deserve the highest standards of privacy and security.
Lyssna does not currently build, train, or fine-tune its own AI models. Lyssna currently uses Anthropic models hosted by AWS Bedrock.
Lyssna and our AI providers do not use participant data to train or tune models.
All AI generation and inference is hosted and operated by Amazon Web Services (AWS) and is governed by AWS's Terms of Service, compliant with global privacy regulations such as GDPR and SOC 2.
To learn more about how we keep your information safe and use AI responsibly, visit our Trust Center, read about our GDPR compliance, or check out our dedicated Use of AI article.
Augmenting human insight with AI insight
AI can help you spot patterns, highlight recurring themes, and draw links across your data. But it can’t replace the human judgment needed to make sense of it all. That’s why researchers are still at the heart of the process.
We design our AI tools to support your work, not take it over. Our goal is to make it easier for you to uncover insights and stay in control of the interpretation, where your perspective and expertise are essential.
Continuous learning and improvement
We don’t treat an AI feature as finished just because it’s live. We continue to refine and improve our tools based on real-world use and feedback from researchers. That ongoing learning is a big part of what helps us build better, more useful features.
As researchers’ needs evolve, so do our tools. Our aim is to keep improving accuracy, usefulness, and alignment with best practices. That way, AI continues to be a reliable and valuable part of your workflow.
Do no harm
We’re thoughtful about where and how we use AI. If a feature doesn’t offer clear value to researchers or support better outcomes, we don’t move forward with it. Our goal isn’t to add AI for the sake of it, but to use it in ways that genuinely improve the research experience.
We also steer clear of anything that could harm research quality, introduce bias, or cross ethical lines. That means carefully evaluating the impact of every AI feature we consider, and choosing not to build it if it doesn’t meet our standards for responsible use.
AI can be a powerful enabler for researchers. At Lyssna, we’re committed to making it a thoughtful, purposeful part of the research process—one that helps you uncover deeper insights, faster, without losing the human touch.