The post argues that the best customer insights live in agent and AI-agent conversations rather than surveys, asserting agents interact with more customers than any employee and that those chat logs are currently unused. It presents Latitude (branded @trylatitude) as a solution to capture and operationalize that hidden conversational data, linking to a demo video (posted 2026-06-23).
Author @ginacostag_ and commenter @heycesr claim the richest customer data is not in surveys but in 'agent conversations' and 'AI agent' chats that nobody reads.
The best customer data in your company is probably not in a survey.
It’s sitting inside agent conversations nobody reads.
Latitude is built for that.
cesar.wtf (@heycesr)
Most underrated data source in a company: your AI agent's conversations.
Your agent talks to more customers than any employee, but the data it generates goes nowhere.
@trylatitude changes that, see how:
Video
— https://nitter.net/heycesr/status/2069435941358325774#m