Startups such as Luminoso Technologies and Kanjoya have developed artificial intelligence tools to glean customer reasoning from forums, social networks and surveys. Scotts Miracle-Gro used Luminoso's software last year to determine why customers were canceling services. The system noted frequent mentions of words and phrases such as "listen" and "not responsive" and connected them to the root of the problem, dissatisfaction with customer service.

Related Summaries