AI at Lyssna: Empowering researchers, not replacing them

At Lyssna, we believe in the power of human connection. It’s why we built a platform that helps you understand your audience deeply and create experiences people love. 

As AI continues to transform how we work, I want to share our approach to integrating this technology into our platform – and why we're committed to doing it thoughtfully.

Our vision: AI as a research amplifier

The buzz around AI is impossible to ignore. Every day brings new capabilities, tools, and predictions about how it will change our work. But amid this excitement, we’ve maintained a clear perspective: AI should empower researchers, not replace them.

Research is fundamentally about understanding human behavior and experiences. While AI can process massive amounts of data and identify patterns, it can’t replace your empathy, critical thinking, and contextual understanding.

That’s why our approach to AI is focused on augmentation rather than automation. We want to handle the repetitive tasks that slow you down, so you can focus on what matters most – interpreting behaviors, generating insights, and driving meaningful decisions.

Our guiding principles for AI

As we develop AI capabilities for Lyssna, we’re guided by these eight core principles.

1. AI that empowers researchers, not replaces them

Researchers are critical thinkers and storytellers. AI should amplify their skills, not automate them away.

We design AI tools to handle repetitive tasks (like transcription or synthesis), so researchers can focus on what matters: interpreting human behavior and driving impactful decisions.

2. Efficiency without compromise

AI should help you do more with less – less time, less budget, fewer resources – without sacrificing quality.

We build AI features that streamline workflows, speed up analysis, and reduce manual effort, ensuring teams can maintain rigor and depth in their research.

3. Grounded in real research needs

We don’t chase AI trends or build flashy features for the sake of it.

Every AI capability we develop is rooted in solving genuine researcher pain points, identified through conversations, testing, and ongoing feedback with our community.

4. Transparent and trustworthy

AI should work like a collaborator you can trust. That means being clear about what it’s doing, how it’s making decisions, and where its limitations lie.

We’re transparent about how our AI works and give you control over how you use it in your research process.

5. Privacy, security, and ethics first

Your data – and your participants’ data –deserve the highest standards of privacy and security.

Our AI tools are built with strict data governance, ethical guidelines, and compliance with global privacy regulations like GDPR and SOC 2.

We don't use customer data to train our AI models. Your data is yours, and we are committed to keeping it confidential and secure.

6. Augmenting human insights with AI insights

AI can surface patterns, highlight themes, and make connections – but it’s the researcher who provides the context and meaning.

Our AI assists in generating insights, but we believe human interpretation is irreplaceable. We design our tools to support that collaboration.

7. Continuous learning and improvement

We don’t stop at launch. AI features improve through iteration, learning from real-world use and feedback.

Our commitment is to evolve our AI features alongside researchers’ evolving needs, making them more accurate, helpful, and aligned with best practices over time.

8. Do no harm

We’re cautious about where and how we use AI. If it doesn’t add meaningful value, we don’t build it.

We avoid AI applications that could undermine research quality, introduce bias, or compromise ethical standards.

Looking ahead

AI presents incredible opportunities to enhance user research – making it more accessible, efficient, and impactful. At Lyssna, we’re excited about this potential, but we’ll always approach it with care and purpose.

Our commitment is to build AI features that respect the research process while removing the friction that gets in the way of great work. We believe technology should serve researchers, not dictate how research happens.

As we explore the role of AI in research, we’re interested in your perspective. What excites you about it? What concerns do you have? And where do you see the greatest potential for AI to help us better understand our audiences?

Your thoughts, feedback, and suggestions are always welcome. Feel free to reach out to us at support@lyssna.com.

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Mateja Milosavljevic is the CEO and Co-Founder at Lyssna.