QuestionPro, a global leader in online survey and research services has acquired Bryght AI, a conversational intelligence platform that helps companies drive customer retention, satisfaction, conversion and compliance by analysing digital customer brand engagement. QuestionPro will add Bryght AI’s technology across all of its survey and research platforms.
Using artificial intelligence (AI), natural language processing (NLP) and machine learning (ML), Bryght AI analyses millions of customer messages, along with other brand mentions across social media, online reviews, and similar digital venues. The result is a rich data set that helps companies understand the effectiveness of their customer interactions as well as what is being said about the brand outside of company communications channels.
Together with industry-specific terminology, jargon, euphemisms and other keywords, Bryght AI offers sophisticated, proprietary algorithms to make analysis even more accurate for certain industries.
Vivek Bhaskaran, founder and CEO of QuestionPro, said: “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.”
Companies use Bryght AI to predict customer satisfaction/net promoter score; conversion, upsell and cross-sell opportunities; churn; product/feature/competitor references. The platform also analyses, detects and reports regulatory compliance, policy compliance and abuse.
Praful Chavda, founder and CEO of Bryght AI, said: “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.”
