June 12, 2018
AI Specialists Luminoso Announces New Client Liberty Global
CAMBRIDGE, Mass. – June 12, 2018 – Luminoso, the natural language company that provides AI-powered customer insight, and Liberty Global, the world’s biggest international TV and broadband company, have today announced that they are to work together to enhance Liberty Global’s customer service and engagement initiatives.
Luminoso’s natural language technology builds a nuanced understanding of tens of thousands of customer requests, including support tickets, open-ended survey responses or customer reviews. The system then quickly brings to light trending topics and persistent issues. By analyzing customer communications, the Luminoso solution can create meaningful insights that clients such as Liberty Global can use to enhance customer experience.
“We’re looking forward to adding Luminoso’s proven capabilities to our operations,” said Antonio Carvalho, Vice President, Insight & Analytics at Liberty Global. “Luminoso’s technology will allow us to understand our customers’ needs better. It gives customers a more actionable voice and will enable us to improve product offers and deliver an even better customer experience.”
“We’re pleased to welcome Liberty Global to the Luminoso family,” said Adam Carte, CEO of Luminoso. “By taking advantage of Luminoso’s common sense natural language technology to learn more about what its customers are talking about, Liberty Global can use these new customer insights to help deliver what customers want, when they want it, and reduce cycle time to operate with greater speed and efficiency.”
Luminoso’s common sense natural language service can begin understanding high volumes of text in more than a dozen languages within days. Clients such as Liberty Global can use it to:
Extract value from untapped customer input. Marketing, sales, and customer experience executives make more informed business decisions by thoroughly understanding the Voice of the Customer, even as digital engagement by consumers increases.
Move from anecdotes to quantifiable insights. Rather than pulling samples of open-ended responses, or summarizing feedback via imprecise searches, Luminoso uses all available customer communications to bring to light what people are talking about.
Take timely actions to improve the customer experience. Because Luminoso’s software doesn’t need months of set-up time, it picks up on new industry terms, customer lingo and other shifting trends right away, so teams can take immediate steps based on those insights.
Liberty Global recently increased its ownership interest in Luminoso to approximately 8% of the company.
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.