AI-powered Revuze enters US market to help brands figure out what’s bothering customers

 AI-powered Revuze enters US market to help brands figure out what’s bothering customers

Customers have endless fronts of opinions about your products and services, and marketers are eager to boil them down into useful insights. This need has led to various sophisticated tools, including text/sentiment analysis fromLexalytics, “voice of the customer” analysis like Medallia, predictive analysis in Quantifind, contextual analysis from BehaviorMatrix, or customer intelligence provider Clarabridge. Now, another platform is entering the US market, promising that its neural networks and machine learning are smarter and more useful than the others.

Review — a Netanya, Israel-based firm with offices in New York City and, soon, San Francisco — describes its tool as a “brand health indicator.” It pulls in qualitative data from thousands of brand and third-party sources, including social media, customer surveys, website behavior, e-commerce activity, and comments and emails to customer service. The platform then analyses customer data to determine that the volume control on your latest smartphone model is hard to use. While various other tools can also yield such insights, Revue Co-Founder and CEO Ido Rami told me that a key differentiator for Review is that the brand doesn’t have to hand-hold the process.

US market

In other words, instead of setting the tool to look for comments about the volume control on this particular model, the brand lets Revue find out what concerns are rising to the top. There’s a one-time Q&A session, but no definitions of keywords, rules, or topics, and no set of sentiment values.

The system learns what is most important as the brand selects the results in several rounds that deliver lists of discussion topics and related data. Ramati says a key difference from sentiment analysis is that the Revue platform doesn’t require humans to sift the results to determine which feedback is good or bad, as the system learns what matters Web Posting Mart.

For instance, A cell phone manufacturer might need a team of analysts to sift through analytical results to find that customers are unhappy with a particular model’s battery life, Ramati said. At the same time, Revue’s engine “knows how to figure that out, [to pick] what customers care about.”

The results can then be grouped by industry to benchmark feedback from competitors’ customers or grouped by the brand and the specific product model. Once the insights rise to the top, the brand can choose to use them to improve a product design or service.

Ramati said that an unnamed global fast-food client received about a million customer surveys every month but couldn’t properly analyze them because of the complexity and volume. Revue’s platform was called in, and he said it surfaced the top customer complaints about the speed of service and portion size in specific restaurants.

Founded in 2013, Revue beta-tested the platform last year and issued a release version by year’s end. The company said various Fortune 500 brands had employed it in consumer product goods (CPG), food service, leisure, and manufacturing but declined to name them. The company announces a $4-million seed round from investors, including research firm Nielsen’s tech incubator Innovate and the US launch.

Dennis Bailey

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