How can we help you?


Whether you're trying to classify incoming support tickets, improve your NPS scores, or simply make sense of your unstructured text data, Luminoso's natural language understanding software can help.



Every second of every day, companies collect unstructured text-based data in many formats and from multiple channels.


Data-Sources

Such conversational data is especially difficult for companies to analyze. Language is imperfect, nuanced, disorganized, and full of emotions - and most solutions can't keep up. Luminoso relies on artificial intelligence and natural language processing to make sense of all that feedback and help you derive meaningful insights.


Luminoso's software is most often applied to solve these critical business needs:


classification

Classification

Who uses this most: Contact Centers

Time is money - especially in a contact center. Your customers' satisfaction depends upon how quickly you can understand what they need and how to resolve their issue. Luminoso's powerful classification solution enables you to match incoming support tickets - or any other type of unstructured text data - with your organization's issue categories. This classification helps you route calls more quickly and accurately, provide contact center agents with the appropriate script for a given scenario, and reduce call wait time and length.


How we do it

Luminoso's classification solution can be used with any type of conversational text-based data in any of the 12 languages that Luminoso supports. However, it is most commonly used with contact center transcripts or support tickets that have been assigned at least one label (type of issue, customer emotion, etc.). An initial data set with labeled transcripts or tickets is uploaded into the Luminoso Analytics API; in less than 10 minutes, the software is fully trained and ready to classify incoming support tickets in real-time. For companies who already have a classification algorithm, Luminoso's classification solution can still deployed to boost the quality of the existing classifier.



intent discovery

Intent Discovery

Who uses this most: Contact Centers

In a perfect world, your customers would tell you exactly what they want. The reality is that it's difficult to parse through the hints and nuances in your customer's feedback and support tickets to uncover what they really mean. Do they say that they're confused, but are actually about to cancel their service with you? Do they ask for one solution, when their underlying problem would actually be resolved with a different approach? With Luminoso's intent discovery solution, contact centers - and any other department - can quickly understand what their customers are actually saying.


How we do it

Luminoso's intent discovery solution is most often used to analyze transcripts from Interactive Voice Response (IVR) systems, chatbots, and virtual assistants in any of the 12 languages that Luminoso supports. These transcripts can be uploaded into Luminoso Analytics' simple user interface or API. Luminoso's software processes the transcripts in less than 10 minutes and reveals what your customers want to accomplish - whether it's opening an account, paying a bill, or resolving a technical issue. Companies can go further by using Luminoso's API to match, in real-time, what a customer is asking for ("Buffering for HOURS") with a predefined intent category ("Tech Support") to more rapidly and accurately route calls or live chats.



NPS

Net Promoter Score

Who uses this most: Customer Experience, Marketing

Net Promoter Scores (NPS) are widely used to gauge customer satisfaction - but raw scores can only tell you so much. Luminoso's NPS solution focuses on your customers' free-form feedback in tandem with NPS scores, helping you understand the "why" behind the numbers. Knowing the root causes behind the scores helps companies identify what's working, what isn't working, and what initiatives they should prioritize to have the greatest impact on customer experience.


How we do it

NPS scores, accompanying text-based feedback, and any other metadata can be uploaded into Luminoso Analytics via either the user interface or the API. In less than fifteen minutes, Luminoso's software will use artificial intelligence (AI) and natural language understanding (NLU) to process your data and create an interactive visualization that you can easily explore to find insights. You can filter the data by NPS groups (Promoter, Neutral, or Detractor); save topics that you want to investigate in more depth; uncover key concepts driving someone to be a Promoter or a Detractor; and build dashboards to share your findings with the rest of your organization.



VOC

Voice of the Customer

Who uses this most: Contact Center, Customer Experience, Marketing

Your company has product reviews, forums, emails, social media posts, and many other forms of customer feedback at its fingertips.... but making sense of all that data is another story. With Luminoso's Voice of the Customer (VoC) solution, companies can quickly and accurately analyze feedback and derive meaningful insights. Having a clear understanding of customers' wants helps companies develop better products, optimize their services and offerings, and improve their communication and messaging.


How we do it

Conversational, text-based customer feedback from nearly any source (product reviews, open-ended survey responses, forums, social media, etc.) can be uploaded into Luminoso Analytics via either the user interface or the API. In less than fifteen minutes, Luminoso's software will use artificial intelligence (AI) and natural language understanding (NLU) to process your data and create an interactive visualization that you can easily explore to find insights. You can easily filter the data by star ratings, metadata from surveys, or available customer demographic information such as age range, gender, and location.



VOE

Voice of the Employee

Who uses this most: Human Resources

Employee engagement and retention are critical to your company's success, but the challenge is understanding what impacts those metrics. Luminoso's Voice of the Employee (VoE) solution applies artificial intelligence (AI) and natural language understanding (NLU) to rapidly and accurately make sense of employee feedback in the form of survey open-ends and emails. Companies can leverage insights to identify employee satisfaction drivers and uncover issues contributing to employee attrition.


How we do it

Conversational, text-based employee feedback from nearly any source (open-ended survey responses, emails, internal messaging systems, etc.) can be uploaded into Luminoso Analytics via either the user interface or the API. In less than fifteen minutes, Luminoso's software will use artificial intelligence (AI) and natural language understanding (NLU) to process your data and create an interactive visualization that you can easily explore to find insights. You can easily filter the data by qualities such as employee department, satisfaction and engagement levels, or length of tenure.



If you have a business need that you don't see covered here, don't worry! We can work with you directly to adapt Luminoso's software to suit your needs. Request a demo or contact us to get the process started.