What is Nebuly?

Enterprises are deploying conversational AI across internal and customer-facing workflows faster than they can measure it. Traditional analytics were built for clicks and page views, so natural-language interactions stay largely invisible. Nebuly closes that gap by turning every user-AI interaction into structured evidence of value, expressed in the terms leadership already tracks: time saved, revenue influenced, and AI proficiency.

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Why Nebuly exists

Teams shipping enterprise AI can see that their systems are being used. What they cannot see is whether those systems return value, or where they fall short. The usual feedback mechanisms do not fill that gap:

• Coverage is tiny. Fewer than 1% of interactions receive explicit feedback such as thumbs up or down.
• Bias is severe. Users tend to rate only when very satisfied or very frustrated, missing the moderate majority in between.
• Click-stream tools do not fit. Platforms like Amplitude or Pendo were built for buttons and pages, not natural language.

Nebuly treats every interaction as feedback. By analyzing 100% of conversations through a combination of implicit and explicit signals, the platform produces a representative view of value and experience without asking users to do anything. The result is a defensible answer to the question every enterprise now faces: is our AI delivering value, and how do we prove it.

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The two use cases

Nebuly is built around two types of AI applications:

• Employee Agents, used internally by employees to get work done.
• Customer Agents, used by customers through support agents, product copilots, chatbots, and other conversational experiences.

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Employee Agents

Employee Agents are the AI tools employees use to get work done. These can include Microsoft Copilot, ChatGPT Enterprise, Claude Enterprise, or internally built assistants used across different teams and functions. For Employee Agents, Nebuly helps answer three questions:

1. Are employees becoming more productive with AI?
2. Where is AI creating value, and what is it costing us?
3. How proficient is our workforce with AI, and where do people need support to improve?

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Customer Agents

Customer Agents are AI applications that interact directly with customers. These include customer support agents, product copilots, virtual assistants, and conversational experiences embedded in digital products. For Customer Agents, Nebuly helps answer questions such as:

1. What are customers trying to accomplish, and are they succeeding?
2. Where is the AI creating friction, dissatisfaction, or risk?
3. Which conversations surface churn risk, signals of upsell or revenue opportunity?

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Nebuly products

The Nebuly platform is organized around three products: Experience, ROI, and Proficiency. Each product looks at a different part of AI performance and business value.

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Experience

Experience helps you understand what users are experiencing when they interact with AI. Nebuly analyzes conversations to identify user intents, topics, sentiment and emotion, implicit and explicit feedback, failures, and business risks. For Customer Agents, this helps teams understand where the customer experience is working and where it needs attention. For Employee Agents, it provides context on how employees use AI and where they encounter friction.

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ROI

ROI helps you understand the value AI creates across your organization, and what it costs to generate that value. It focuses on three areas:

1. Time and economic value created: how much time AI saves and the estimated value of that time.
2. AI spend: how much AI costs across the organization, teams, tasks, and models.
3. Efficiency opportunities: where costs are concentrated and where the organization may be able to achieve the same outcome more efficiently.

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AI Proficiency

Proficiency helps you understand how effectively your organization use AI. Nebuly measures AI Proficiency across the workforce and groups users into four levels: Novice, Beginner, Practitioner, and Expert. You can compare proficiency across teams, markets, tenure groups, and other organizational dimensions, and track how the workforce changes over time. Proficiency is paired with Upskilling, which helps identify where different employee groups can improve and what kind of enablement they need.

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Who Nebuly is for

Nebuly is designed for organizations running Generative AI applications in production. It is used by teams responsible for delivering, improving, and measuring the success of AI across the business. Typical users include:

• AI Leaders (Head of AI, VP of AI, CTO, CIO) who need a complete view of AI adoption, quality, proficiency, and business impact across the organization.
• HR, Learning, and AI Enablement teams who want to measure employee AI proficiency, identify training opportunities, and track improvements in AI adoption and productivity.
• Product teams who want to understand how customers interact with AI, identify unmet user needs, and prioritize product improvements based on real usage.
• Engineering & AI teams who need to investigate failures, improve AI quality, and monitor the performance of AI applications in production.
• Business, Operations, and Customer Success teams who need to measure AI ROI, monitor customer experience, and demonstrate the value generated by AI initiatives.

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How Nebuly is different from observability tools

Nebuly is sometimes grouped with the broader LLM monitoring stack, but it answers a different question. Observability tools tell you whether the model is working. Nebuly tells you whether the AI is delivering value to the business and to its users.

	Traditional LLM observability	Nebuly
Data	Model logs and traces	Real conversations and behavioral signals
Feedback model	Explicit ratings and benchmarks	Implicit and explicit signals across 100% of interactions
Question answered	Is the model working?	Is the AI delivering measurable value?

Nebuly does not provide or replace LLMs. It measures what they produce, turning conversations into product, growth, and risk decisions.

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The platform

The Nebuly platform is the central place to analyze AI usage, investigate what is driving your metrics, and adapt the analytics to your business. Nebuly provides built-in reports for key areas such as AI proficiency, ROI, customer experience, and much more. You can also build your own reports and highly customizable charts, combining metrics, dimensions, filters, and breakdowns to track the insights that matter most to your organization. Every insight is connected to the underlying data. From a high-level KPI or chart, you can drill down into the conversations and individual interactions behind it—making it easy to move from what is happening to understanding why it is happening. The platform can also be tailored to how your organization operates. You can create custom taxonomies, define user groups, configure ROI models, and customize how Nebuly categorizes and analyzes your AI data. This makes Nebuly both an out-of-the-box analytics platform and a flexible environment for building the AI measurement framework your organization needs.

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Deployment

Nebuly is available in two deployment models:

• Nebuly Cloud (SaaS) – Fully managed by Nebuly, providing the fastest way to get started without managing infrastructure.
• Self-Hosted – Deploy Nebuly in your own cloud or on-premises environment for organizations with specific security, compliance, or data residency requirements.

Both deployment options offer the same core functionality and are built to enterprise-grade security and compliance standards. For a detailed comparison, see Deployment modes here.