AI-Driven Text Analysis Launch for Alchemer

In Louisville, Colorado, customer feedback and enterprise experience tech company Alchemer has unveiled a new solution called Pulse, promising instant analysis of open text.

Alchemer Pulse was built specifically for customer experience (CX) and feedback programs, and will help clients uncover ideas they may otherwise miss and which would be 'difficult to uncover in a structured survey'. The tool brings together free-form customer feedback from multiple sources including surveys, reviews, ratings from the App Store and Google Play, social media and support tickets, quickly identifying and quantifying consistent themes and presenting them via dashboard interfaces.

The solution is the result of a strategic partnership with CX intelligence platform Chattermill, and taps a decade of Alchemer's own experience with large language models (LLMs), according to the firm. Alchemer CEO David Roberts (pictured) comments: 'Whether it's from review sites, comments in surveys, or social posts, understanding unstructured customer feedback is difficult because of the volume, complexity and nature of the data. Alchemer Pulse takes the noise and turns it into very clear, understandable signals that, when acted upon, drive meaningful business results'.

Mikhail Dubov, CEO and founder at Chattermill adds: 'For 10 years, Chattermill has been building and refining best-in-class AI models to operationalize the CX data for leading brands like Amazon and Uber. Adding this capability to the Alchemer platform provides their customers with a more powerful way to capture personal feedback and then see it in an actionable way'.

Alchemer is a KKR portfolio company and until October 2020 was known as SurveyGizmo. Web site: www.alchemer.com/Pulse .