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March 6, 2019

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

CAMBRIDGE, Mass. – March 6, 2019 – Luminoso, the natural language company that provides AI-powered customer insights, today 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.

“Today’s businesses are buried under an intense amount of quantitative and qualitative data such as surveys and product reviews. It’s nearly impossible for analysts and CX professionals to find meaningful insights — insights that impact critical business metrics such as product ratings and satisfaction scores — without significant amounts of human intervention,” said Ying Chen, chief product officer at Luminoso. “Score Drivers offers an intelligent way to automate at scale how an organization understands these mixed data sets, so they can go beyond the numbers to learn which specific aspects of their product, service, or experience need improvement.”

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

  • Save time through intelligent automation. 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.

  • Prioritize feedback to make better business decisions. 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.

  • Close the loop faster from insights to action. 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 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.

For more information, visit the Drivers webpage or follow Luminoso on Twitter at @LuminosoInsight.

About Luminoso

Luminoso builds text analytics products for analyzing conversational text data like support tickets, open-ended survey responses, and reviews. Using common-sense artificial intelligence to understand language, we empower organizations to discover, interpret, and act on what people are telling them. Requiring little setup, maintenance, or training, Luminoso combines world-leading natural language understanding technology with a vast knowledge base to learn words from context – like humans do – and instantly analyze text without libraries. Our products provide native support in 15 languages, so leaders can explore text data, make sense of feedback, and surface business-critical insights.


Luminoso is privately held and headquartered in Boston, MA.

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