QuestionPro acquires Bryght AI

The service helps companies drive customer retention, satisfaction, conversion and compliance by analysing digital customer brand engagement. QuestionPro will add Bryght AI’s technology across all of its survey and research platforms.

Using artificial intelligence (AI), natural language processing (NLP) and machine learning (ML), Bryght AI analyses millions of customer messages as well as other brand mentions across social media, online reviews and other digital venues. The result is a data set that is said to help companies understand the effectiveness of their customer interactions, as well as what is being said about the brand outside of company communications channels.

Traditionally, it has been extremely complicated for NLP and ML to accurately analyse and make sense of human conversations, emotion, intent and attitude. To overcome this, Bryght AI has devised proprietary algorithms and created industry-specific terminology, jargon, euphemisms and other keywords to make analysis even more accurate for certain industries.

“With advanced analytics now for both structured and unstructured data built into our platforms, clients will now be able to derive even better insights and business intelligence”, said Vivek Bhaskaran, founder and CEO of QuestionPro.

The Bryght AI platform analyses, detects and reports regulatory compliance, policy compliance and abuse. Companies set the metrics they wish to measure, and Bryght AI provides the results in dashboards, as well as raw data sets for quick or detailed further analysis.