Runway, a leading finance platform known for user-friendly business modeling, faced a challenge: while their stack (Zapier, Airtable, Slack) handled sales calls well, it struggled to extract meaningful insights from customer experience (CX) calls, which are rich in feedback but hard to summarize.
The Problem
Low-quality CX call summaries missed key insights.
Complex, unstructured data made automation difficult.
Engineering bottlenecks limited improvement efforts.
The Solution: Wordware
Runway integrated Wordware to:
Use AI/NLP to generate detailed, accurate summaries from CX calls.
Extract actionable insights without needing extra engineers.
Empower teams to act on real-time feedback and improve customer experience.
Key Benefits
No-code integration handled by a single product manager.
Seamless workflow automation across Slack and internal tools.
Improved retention through better understanding of customer needs.
Continuous optimization of the customer journey with minimal manual work.
Outcomes
More personalized customer interactions.
Better product decisions driven by real feedback.
Faster iteration without dev dependency.
The Bigger Picture: Why It Matters
Runway’s success with Wordware shows how companies can use AI to:
Turn raw customer data into decisions.
Reduce manual CX ops.
Deliver smarter, more empathetic experiences.
As platforms like Runway continue to scale, real-time insights from customer interactions will be essential to driving loyalty, growth, and innovation.
Explore Runway: runway.com
Build your own AI workflows: wordware.ai
See other case studies: