Luminoso Launches Score Drivers for Analyzing Mixed Datasets of Customer and Employee Feedback

Mar 05, 2019

Luminoso, the natural language company that provides AI-powered customer insights, announced Score Drivers, a machine learning-powered solution to help companies intelligently automate the process of finding drivers in qualitative and quantitative feedback from their customers and employees.

Score Drivers analyzes unstructured reviews and survey feedback, and reveals how this unstructured data correlates with quantitative ratings. Key benefits of Score Drivers include:

  • By automatically matching terms with broader concepts, and taking into account each concept’s relevance, frequency, and importance, Luminoso helps analyst teams spend less time manually reading verbatims, preparing data, and calculating correlations with quantitative ratings, and more time on root cause analysis.
  • Score Drivers helps companies quickly know what’s working and what’s not by understanding how strongly elements with positive or negative impact correlate to metrics such as satisfaction scores and numerical product ratings. That way, companies can better understand the issues that need addressing first.
  • Because Score Drivers uncovers insights from mixed datasets without tying up data science teams for months, organizations can react more quickly to those insights. For example, CX professionals can conduct more regular Voice of the Customer surveys to see how their customer experience initiatives affect key metrics. Employee engagement teams can also gather and act on insights more frequently than the annual Voice of the Employee surveys would allow.

Luminoso is offering Score Drivers as part of Luminoso Daylight, the company’s industry-leading application for analyzing unstructured data like product reviews, open-ended survey responses, and call center transcripts. Luminoso Daylight is powered by its proprietary QuickLearn technology, incorporating the latest research in artificial intelligence and natural language understanding to produce results that achieve the highest industry standards in accuracy. Luminoso Daylight processes data in minutes, not months, allowing companies to begin surfacing insights right away.

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