I really enjoyed reading about your company on Idealog (https://idealog.co.nz/technologymonth/2017/08/meet-thematic-...). It was especially great to see how you bootstrapped and found product-market fit rather than just raising a bunch of cash for an idea that may or may not be applicable in the real world. Congratulations on the launch and your success with YC. Go Kiwis!
Launch HN: Thematic (YC S17) Customer Feedback Analysis via NLP
21–30 of 33 posts
Re: Launch HN: Thematic (YC S17) Customer Feedback Analysis via NLP
#22Love this! When I was at one of the big tech companies years ago, we tried to do something like this for reviews for all the products, and see how they stacked up in the marketplace. Was a really challenging problem to do in an automated way at scale -- definitely wish we had a solution like this!
Do you guys see yourselves sticking to a model that spits out analysis, and let customers decide what insights to gain from the data? Or could there be a path where eventually it lets users take specific actions based on the data?
Re: Launch HN: Thematic (YC S17) Customer Feedback Analysis via NLP
#23I saw there were samples but is this similar to how BloomBerry comes up with "topics" for popular questions for a keyword? They use some sort of NLP extraction of noun/verb phrases.
Example: Most popular topics/themes related to Vodafone: https://app.bloomberry.com/questions;q=vodafone
Re: Launch HN: Thematic (YC S17) Customer Feedback Analysis via NLP
#24I saw there were samples but is this similar to how BloomBerry comes up with "topics" for popular questions for a keyword? They use some sort of NLP extraction of noun/verb phrases. Example: Most popular topics/themes related to Vodafone: https://app.bloomberry.com/questions;q=vodafone
Thanks for pointing out! Bloomberry has some useful themes, yes, it does look similar. Good to know they exist.
Re: Launch HN: Thematic (YC S17) Customer Feedback Analysis via NLP
#25I really enjoyed reading about your company on Idealog ( https://idealog.co.nz/technologymonth/2017/08/meet-thematic-... ). It was especially great to see how you bootstrapped and found product-market fit rather than just raising a bunch of cash for an idea that may or may not be applicable in the real world. Congratulations on the launch and your success with YC. Go Kiwis!
Thanks so much! Appreciate the kind words. :)
Re: Launch HN: Thematic (YC S17) Customer Feedback Analysis via NLP
#26Love this! When I was at one of the big tech companies years ago, we tried to do something like this for reviews for all the products, and see how they stacked up in the marketplace. Was a really challenging problem to do in an automated way at scale -- definitely wish we had a solution like this! Do you guys see yourselves sticking to a model that spits out analysis, and let customers decide what insights to gain fr…
This is a really interesting point. I think what you mean is operationalising the analysis. We let customers decide what those actions are and then provide integration to help this happen. For example, one customer has a call center that receives an email from Thematic each morning stating which customers are likely to churn based on themes they mention. They call them up first.
Re: Launch HN: Thematic (YC S17) Customer Feedback Analysis via NLP
#27Love this! When I was at one of the big tech companies years ago, we tried to do something like this for reviews for all the products, and see how they stacked up in the marketplace. Was a really challenging problem to do in an automated way at scale -- definitely wish we had a solution like this! Do you guys see yourselves sticking to a model that spits out analysis, and let customers decide what insights to gain fr…
This is a really interesting point. I think what you mean is operationalising the analysis. We let customers decide what those actions are and then provide integration to help this happen. For example, one customer has a call center that receives an email from Thematic each morning stating which customers are likely to churn based on themes they mention. They call them up first.
Ah, that's awesome -- the point on integration especially is a big one.
The more ways clients can hook the insights into their CRMs/workflow/user base, the more they can "operationalize it", as you eloquently put it, and make it a part of their workflows, the way the client you described does with their call center. I love it!
Re: Launch HN: Thematic (YC S17) Customer Feedback Analysis via NLP
#28Congrats on the launch! I think I saw you talk recently in NZ, sounds like you have an exciting path forward
Cheers!
Re: Launch HN: Thematic (YC S17) Customer Feedback Analysis via NLP
#29would you say that your solution provides a sentiment analysis, similar to Quid, or do you focus on action items and things that product managers can actually address?
We do provide sentiment but the main benefit is definitely the themes which form the action items that can be addressed. We show what areas to improve, not just how people feel (although that is important in deciding)
Great product and congratz on your success so far!
Would you mind please elaborating a little more on how you're thinking about theme-specific sentiment (for the NLP students here :) - is it along the lines of Socher's aspect-specific sentiment or something else?
Re: Launch HN: Thematic (YC S17) Customer Feedback Analysis via NLP
#30Congratulations on your launch! This is very interesting and it's something that has great applicability. Being in financial services, we collect a ton of feedback and audio but not enough manpower to process it all. I love the themed approach but am curious about the subthemes. Would you be able to shed any light on that? I'm also happy to make introductions if you're ever thinking about expanding up north to Canada…
Subthemes are basically more specific versions of the themes. Check out an example on our Twitch demo: https://demo-twitch.getthematic.com/#!/demo/main/dashboard/2... You will see a base theme "use chat", with subthemes like "chat in landscape mode", "chat on a tablet", "type in chat" etc. Does this help? Thank you so much for the offer of introductions. Definitely interested, as we sell internationally, not just in…
Thanks. Would subthemes almost/always fall under the context of the overarching theme?