Austin, Texas-based online survey and research services firm QuestionPro has acquired customer brand engagement analyst Bryght AI, and says it will incorporate the technology across all its survey and research platforms.
QuestionPro was founded in 2005 and offers a broad range of tools for the creation, distribution and analysis of surveys including platforms for polling, mobile research and data visualization. The firm has offices in the US, Mexico, Germany, the UAE and India. Bryght describes itself as a 'conversational intelligence' platform: its software uses AI and natural language processing (NLP) to analyze and score the effectiveness of millions of customer messages - including mentions across social media and online reviews - to help users drive customer retention, satisfaction and conversion while protecting their brand.
Companies supply Bryght.AI with the metrics they wish to measure, and get results in dashboards as well as raw data sets for further analysis as required. Features include a number of industry-specific libraries of terminology, jargon, euphemisms and other keywords to help ensure accuracy in each sector.
Vivek Bhaskaran, founder and CEO of QuestionPro, says of the buy: 'In simplest terms, with structured data, you get what you ask for. With unstructured data, you get what you didn't even know to ask. With advanced analytics now for both structured and unstructured data built into our platforms, clients will now be able to derive even better insights and business intelligence'. Praful Chavda, founder and CEO of Bryght AI comments: 'Unstructured text embedded in customer conversations represents a gold mine of data. Our platform can automatically tag large volumes of such unstructured text data without requiring laborious manual efforts. These insights help customers drive critical actions such as retention/upsell emails, net promoter score (NPS) and customer satisfaction (CSAT) surveys, compliance and risk audits, and personalization via micro-segmentation'.
Web sites: www.questionpro.com and www.bryght.ai .
All articles 2006-21 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.