Luminoso, the natural language company that provides AI-powered analysis of unstructured data, announced that the company has received Frost & Sullivan’s 2019 Customer Value Leadership Award for its AI-Enhanced Natural Language Understanding solutions. This award acknowledges both the quality of Luminoso’s software, as well as the company’s strong business performance and growth potential.

“From e-commerce to manufacturing, businesses across industries spend significant resources trying to make sense of the deluge of feedback they receive through customer and employee surveys, reviews, and other text-based forms of communication,” said Adam Carte, CEO at Luminoso. “Winning Frost & Sullivan’s Customer Value Leadership Award is reflective of just how successful Luminoso has been in offering businesses the fastest and easiest way to analyze what their customers and employees are saying, and uncover valuable insights.”

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Frost & Sullivan evaluated the following Luminoso products for the Customer Value Leadership Award:

• Luminoso Daylight lets business analysts digest high volumes of customer and employee feedback, like open-ended survey responses, support inquiries, and product reviews. Within minutes, Luminoso Daylight identifies key topics, meaningful connections, and trends, even issues it’s never seen before enabling CX professionals and product managers to immediately discover what issues are affecting their brands and products, and by how much. Luminoso Daylight is a significant departure from AI systems that require time-consuming training before they can be implemented.
• Luminoso Compass augments a contact center’s CRM system to significantly improve automated classification and routing of support tickets. As support tickets flow in, Compass automatically reads, classifies, and labels each ticket in real-time, increasing the number of tickets that can be resolved through automated processes that increase customer satisfaction and decrease contact center costs.
• Luminoso Concept Match helps businesses quickly access and get value from years of accumulated unstructured information and equip employees with a portable tool that searches for answers to their conceptual questions.

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“Luminoso’s solutions are ideal for CX teams that want to quickly find relevant insights from large datasets of customer feedback, and HR departments that want to gain valuable information from employee feedback,” said Stephen Loynd, analyst at Frost & Sullivan. “Luminoso’s products are particularly helpful when applied to text-based documents like product reviews, surveys, or call transcripts.”

During the judging for the Customer Value Leadership Award, Frost & Sullivan evaluated Luminoso’s product offerings against five customer impact criteria, including price/performance value, customer purchase experience, customer ownership experience, customer service experience, and brand equity. Additionally, Frost & Sullivan evaluated Luminoso against five business impact criteria, including financial performance, customer acquisition, operational efficiency, growth potential, and human capital.

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