Opinions are everywhere. They’re in social media, in research data, customer comments sections, surveys, customer support calls, chats, emails, and user forums. But harvesting those verbatim comments and putting them into meaningful action are a challenge for large corporations, small companies, researchers and data scientists.
Cincy-based company Ascribe has added artificial intelligence to its suite of software-as-a-service tools. The tool can be used to classify customer comments from open-ended survey responses. The AI tool creates a codebook that in turn is applied to responses for automatic coding. That way, companies and researchers can act on insights from verbatim comments and enhance the customer, employee or patient experience.