As its voice-of-customer platform expands, Idiomatic is betting on contextual AI

Many modern businesses rely heavily on structured data, such as credit card transactions and profitability reports, to make business choices. This sort of data is often straightforward to find and evaluate, and it typically comes in pre-formatted forms that assist businesses in determining which standards need to be reached or surpassed in the future.

This information, on the other hand, does not reveal what makes their clients tick or how to attract and keep them. The truth is that most businesses are sitting on a gold mine of untapped consumer data brimming with important but undiscovered insights. That’s where AI with context comes in. This technology enables algorithms to process and comprehend information similarly to humans.

There are an increasing number of consumer intelligence systems that use AI and machine learning to comprehend, resolve, and assess structured and unstructured data across organisations.

Customer intelligence and contextual AI

Idiomatic, located in Palo Alto, recently announced the closure of a $4 million seed round led by Freestyle, a venture capital firm focused only on seed-stage firms.

The funds will be used by Idiomatic to extend its solution offering and increase its presence in the consumer internet, ecommerce, retail, and technology areas.

Chris Martinez and Kevin Yang established Idiomatic in 2016 with the purpose of reducing the pain points associated with gathering customer feedback, based on their considerable expertise at firms that handled enormous volumes of complicated data. The two realised there was a big demand for such a tool. After all, over 87 percent of senior corporate executives list customer experience as their top growth engine, yet just one-in-three feel prepared to handle it, according to research.

“Customer support tickets, satisfaction surveys, reviews, and social media enquiries are the most popular sorts of input we monitor,” Yang told.

Idiomatic then cross-references with additional information, such as customer segments or geography, if it is accessible. For its customers, Idiomatic has examined over 100 million pieces of consumer feedback to far.

Differentiators of Idiomatic

Idiomatic’s patented technology, according to Martinez, blends the context of each company into high-performance natural language processing models. As a result, Idiomatic’s AI is able to interpret consumer input with more precision than human specialists at those organisations.

Idiomatic can integrate data from numerous systems thanks to data interfaces with customer service platforms like Gladly, Salesforce, and Zendesk, as well as cloud-based survey, review, and social networking platforms. Even for bigger businesses, our technology transforms the data into comprehensible labels for each channel in real time.

Despite the fact that many customer-focused businesses currently acquire millions of consumer data points from multiple digital sources, Idiomatic asserts that only a small percentage of them can effectively evaluate divergent input in order to improve the customer experience.

“None of our rivals spends the effort to design unique AI for each company they deal with,” Marinez added.

UserVoice, Clarabridge, Qualtrics, and InMoment are among Idiomatic’s rivals in the field.

“Idiomatic classifies consumer feedback more correctly and granularly than other platforms because our machine learning algorithms include unique business context for each client,” Yang said. “We are the only system on the market that generates unique training data for each client.”

Idiomatic customers include Pinterest, Instacart, Upwork, and HubSpot, according to Yang and Martinez.

“Working with these industry-leading customer experience teams has taught us what insights matter,” Yang said. “We’ve baked those insights directly into the product so that all of our clients benefit.”