As it expands its voice-of-customer platform, Idiomatic invests in contextual AI

As it expands its voice-of-customer platform, Idiomatic invests in contextual AI ...

Many of today''s organizations focus their business decisions on structured data such as credit card transactions and earnings reports. This type of data is often difficult to find and analyze, existing in predefined formats that help businesses determine which benchmarks need to be met or exceeded in the future.

According to this information, most businesses are on top of a treasure trove of untapped customer data, which is unveiled. That''s where contextual AI comes in. This technology enables algorithms to process and perceive information in the same manner that humans.

Currently, there are a wide variety of customer intelligence platforms that are leveraging AI and machine learning to understand, resolve, and evaluate structured and unstructured data across industries.

Contextual AI and customer intelligence

Idiomatic, a venture capital firm based in Palo Alto, has just announced the conclusion of a $4 million seed round led by Freestyle, a seed-stage company.Idiomatic intends to leverage the funding to further expand its solution offering and expand its reach in consumer internet, ecommerce, retail, and technology industries.

Chris Martinez and Kevin Yang, who have extensive experience managing complex data, founded Idiomatic in 2016, achieving the goal of eliminating the need of customer feedback. After all, studies show that over 87 percent of senior business leaders believe customer experience is their primary growth engine, but only one-in-three feel equipped to address it.

Idiomatic then cross-references with other metadata available, like customer segments or geography. To date, Idiomatic has analysed more than 100 million pieces of customer feedback for their clients.

Idiomatics differentiators

Martinez explains that the Idiomatics proprietary technology integrates the context of each business into high-performance natural language processing methods. This allows Idiomatics AI to analyze customer feedback with greater accuracy than human experts working at those companies.

Idiomatic has the ability to consolidate data across several systems through data integrations with customer support platforms such as Gladly, Salesforce, and Zendesk. This technique then converts feedback into unanswered labels for each channel in real time, even for larger corporations.

Although many customer-focused businesses now collect millions of customer data points from various digital sources, Idiomatic claims that very few people can effectively analyze disparate feedback in order to improve the customer experience.

Marinez said that none of our competitors take the time to create innovative AI for each company they work with.

UserVoice, Clarabridge, Qualtrics, and InMoment are among the competitions for Idiomatics.

Because we incorporate a unique business structure for each client into our machine learning algorithms, Idiomatic recommends customer feedback more accurately and granularly than other platforms. Yang believes that we are the only way to be able to use new training statistics for each organization we work with.

Idiomatic clients are identified by Yang and Martinez.

Working with these industry-leading customer experience teams has taught us what insights are important, and we''ve been putting these insights directly into the product so that all of our clients may benefit.

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