There is an implicit assumption in most analytics solutions: the data being analyzed, and the insights derived, are almost exclusively quantitative. That is, they refer to numerical data, such as number of customers, sales, and the like.
But when it comes to customer feedback, perhaps the most important data is qualitative: text contained in sources such as feedback forms and surveys, tickets, chat and email messages. The problem with that data is that, while valuable, they require domain experts and a lot of time to read through and classify. Or at least, that was the case up until now.
This is the problem Viable is looking to address.
Article published on VentureBeat
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