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I Built an Agent that Collects Customer Feedback to include in Your Roadmap
I collected 714 public reviews and posts about three software companies: Appfire, Aha! and SurveyMonkey. Only 130 of them arrived through a channel the company runs. The rest were in app store reviews, Atlassian Marketplace listings, Reddit threads and review sites, written by people nobody asked.
Every product team I know builds its roadmap from the feedback it controls: the ideas portal, the support queue, the quarterly survey. That feedback is useful, but it is also the feedback customers chose to hand over. The complaints that make someone cancel quietly usually end up somewhere else.
So I built Heard, a side project to see how far an agent could take that public feedback toward a roadmap decision a product manager would defend.
What does Heard do?
Heard reads the feedback a company does not own. It collects public reviews and posts within each site’s rules, groups them into themes, ranks the themes, and makes a Build, Watch or Ignore call on each one with the reasoning attached.
Each of the three runs says something the company’s own channels would not. Across eighteen Appfire apps on the Atlassian Marketplace, the same pattern kept coming up…
