CONFIRMED

Alchemer announced the launch of Iris on September 2, 2026, an AI-native customer experience platform built to turn feedback into action. The product unites surveys, online reviews, reputation management and other customer listening channels into a single architecture. The launch was confirmed by Alchemer's official blog, CMSWire, MarTechSeries, TalkCMO and MarTechCube.

Six separate capabilities become one platform

Iris consolidates into a single architecture capabilities that Alchemer had been shipping separately since 2024, including Pulse, Pulse AI, Spark, AI Highlights, Predictive Analytics, Automated Survey Follow-Up and AI Auto-Responder. Instead of customers needing to access several isolated tools, Iris combines feedback collection capability, AI innovations and workflow automation into a single product.

What Iris does in practice

Among the specific features announced is the AI Survey Builder, which lets users describe in natural language what they want to learn, and Iris builds the survey from that objective. There is also the AI Removal Assistant, which flags reviews that may violate Google's content policies and helps customers prepare removal requests. A third block, action and workflow automation, connects customer insights to operational action, helping teams respond to reviews and move work between the systems they already use.

Human in charge, despite the automation

Alchemer describes Iris as a human first platform, where users decide where and how AI is applied, rather than automating everything by default. The company says it serves more than 11,000 mid-market and enterprise customers in more than 80 countries, giving Iris an already established customer base to test the platform before wider rollout. General availability begins in the fourth quarter of 2026 and will gradually expand across customer segments.

Why it matters for Brazilian agencies and SMBs

Online reputation management and fast review responses consume disproportionate time for small customer service and marketing teams, exactly the audience Brazilian agencies serve day to day. A platform that combines natural language survey building, automatic screening of problematic reviews and response automation could reduce the manual work that currently falls on human agents. It is worth watching the fourth quarter rollout and testing, during the trial period, whether the human first model really gives enough control over what AI answers on behalf of a brand before turning on full automation for end clients.

Sources

Alchemer, Alchemer Launches Iris, an AI-Native Customer Experience Platform Built for Action: https://www.alchemer.com/resources/blog/alchemer-launches-iris-ai-native-cx-platform/ | CMSWire, Alchemer Debuts Iris, an AI-Native CX Platform: https://www.cmswire.com/customer-experience/alchemer-debuts-iris-an-ainative-cx-platform/ | MarTechSeries, Alchemer Launches Iris, an AI-Native Customer Experience Platform Built for Action: https://martechseries.com/mts-insights/alchemer-launches-iris-an-ai-native-customer-experience-platform-built-for-action/