We customize our labels per channel, per customer. Our contextual ML gives you specific insights that can drive action to improve CX. Competitors use general NLP models and surface high-level themes that require manual deep dives to get to action.
We work with any form of customer feedback: phone call, emails, chats, survey responses, social media, app reviews, NPS/CSAT, etc.
Yes you can! We can ingest any type of additional information (customer size, type, purchase history, location, channel, NPS rating, etc.). This segmentation allows you to zero in on customer issues for the exact customer population that you care about.
Typically one to two weeks. We do not typically need any engineering resources from our customer as we plug into their data sources.
We are cheaper than adding headcount. Our solution is a replacement for a lot of manual efforts (i.e., deep dive reporting, manually tagging, etc.) that you end up hiring people to accomplish.
Our custom labels are constructed from the raw voice of customer interactions. Therefore, we are more precise than general tags and more accurate than human applied labels.
Our data science team custom builds our models for each client. The models are trained to high precision, and we also QA to keep up with any client product releases, trends, updates, or other changes in business.
We custom fit ML for both categorization and sentiment labeling to each data source. By combining our predicted label for the customer interaction/contact and the detected sentiment, we can accurately label customer interactions regardless of customer interaction tones, jokes, sarcasm or foreign language to English translations.
We specialize in analyzing customer support interactions, surveys, social media and reviews.
We use several different types ML to make sure we find the best ML models for your company’s needs. Request a demo to learn which model would fit to your needs.
Support platforms, surveys (NPS, CSAT, etc), app reviews, user reviews, social media feeds, user forums, and more.
Some of our integrations include Zendesk, Kustomer, Delighted, Gorgias, Gladly or custom data dumps.
Yes, we offer custom reports.
Yes, we do.
Yes, we can.
We can translate data to English only, for now.
We would first need to look at it and see if it matches exactly what your customers are actually saying in their feedback.
Yes, we have a best-in-class customer success team.
There are many ways to drill down into the specifics of your data and what you are trying to analyze. Depending on your data source we can create customizable filters to identify key drivers of issues.
Yes. There are different tools and features wihtin our platform that allow you to drill down into more specific portions of your data to find trends and insights related to specific issues.
No. We are able to extract and analyze other data sources such as NPS or survey data. Depending on the source we may need to work with your engineering team to ensure we have the capability to tap into the data source of your choosing.
We offer semi regular reports on your data that are taken directly from your dashboard.
Yes, we can add data and re-evaluate our contracts at any time.
Our onboarding, data science, enablement and client success teams have access to client data.