BirdEye Adds Customer and Competitor Analysis Tool

In the US, customer feedback specialist BirdEye has expanded its natural language processing (NLP) and machine learning software to help clients understand customer conversations across mystery shopping, surveys, social media and online review sites.

BirdEye was founded in 2012 by alumni from Yahoo, Google, Amazon and Cisco, and now has a team of more than 30, headquartered in Silicon Valley and with offices in Dallas, Texas and Denver, Colorado. Its SaaS platform captures real-time cross-channel customer feedback, ratings and sentiment, allowing clients to engage with them and to benchmark performance across locations and against competitors.

The new 'NLP for Businesses' allows companies to analyse feedback from their own and competitors' customers, the latter coming from public data on review and social media sites. The firm says that by combining the latest machine learning technology with linguistic insights, it has developed an intelligent platform with the ability to identify new trends and topics in the business customer base that traditional analytics misses.

Ameya Virkar (pictured), VP Engineering, says the firm continuously processes large volumes of customer feedback, 'analyzing both structured and unstructured content to identify rich snippets that convey customers' overall sentiment'.

Web site: www.birdeye.com .