OpenAI has developed an internal research assistant to analyze millions of support tickets, transforming how product teams interpret customer feedback. By combining traditional classifiers with GPT-5, the tool allows employees to ask follow-up questions in plain language, replacing weeks of SQL queries with insights available in minutes. This capability enables teams to identify friction points, such as buggy onboarding flows, and validate product roadmaps with real-time data.

The tool exemplifies how OpenAI applies its own frontier AI to internal operations, freeing data scientists to focus on automation rather than one-off analyses. As noted by Molly Jackman, Head of Business Data, this approach scales customer UX research, allowing the company to proactively address issues and evolve features based on direct customer voice.