Punchh Launches Deep Learning and Artificial Intelligence “Customer Sentiment Analysis” to Enable Real-Time Response to Customer Reviews

New technology helps physical retailers understand customer feedback and act immediately to increase retention and drive loyalty

Punchh, the leader in digital marketing solutions for physical retailers, announced the launch of Punchh Deep Sentiment Analysis. The new product allows brands to extract valuable insights from customer reviews using Punchh’s natural language comprehension engine built with industry-leading deep learning and artificial intelligence.

“Punchh is the only product that gives us an easy way to not only monitor and understand customer reviews, but also take instant action to address the concerns and comments of our guests in a thoughtful and impactful way.”

Punchh Deep Sentiment Analysis integrates seamlessly with the Punchh Marketing Cloud, offering real-time descriptive and predictive analytics in a user-friendly dashboard with one-click navigation. Its natural language processing model achieves human-level performance, defined as more than 93 percent accurate, and features multi-language support.

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“In today’s hyper-competitive climate, brands need to do everything they can to foster and nurture direct customer relationships, and paying attention to customer reviews is an essential part of that,” said Shyam Rao, CEO of Punchh. “Manually reading every review is prohibitively time-consuming for most retailers, which leads to slower response times and poor customer experiences. Our solution uses AI and machine learning to help brands analyze reviews at scale and immediately identify critical information so they can focus on high-level insights and make quick decisions to strengthen customer relationships and increase loyalty.”

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Punchh Deep Sentiment Analysis offers brand marketers the following features and capabilities:

• Monitors trendlines in key sentiment categories such as customer service, quality, wait times, and ambience
• Runs campaign studies to gauge the success of specific initiatives including new products, new locations, mobile apps and more
• Distributes personalized recommendations through chat and voice-based customer service to offer support and prevent churn
• Minimizes biases with large training data sets from collective reviewer experiences
• Maintains full access to original reviews

“We thrive on guest feedback at City Barbeque – we read every single review. As we have grown, the number of reviews we receive has also grown. With this new solution from Punchh we are able to understand the bigger picture more clearly so that we can create the best guest experience possible,” said Brian Hipsher, VP Marketing of City Barbeque. “Punchh is the only product that gives us an easy way to not only monitor and understand customer reviews, but also take instant action to address the concerns and comments of our guests in a thoughtful and impactful way.”

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