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

SAN MATEO, Calif.–(BUSINESS WIRE)–Punchh,
the leader in digital marketing solutions for physical retailers, today
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 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.

“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.”

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.”

For more information on Punchh and its services, please visit www.punchh.com.

About Punchh

Punchh is the world leader in innovative digital marketing products for
physical retailers, combining AI and machine learning technologies,
mobile-first expertise, and omnichannel communications designed to
dramatically increase lifetime customer value. Punchh offers partners
access to real-time consumer information via a live dashboard, enabling
them to create and launch campaigns, target specific user segments and
review guest feedback. Marketers can connect with customers across any
channel through loyalty, offers, ordering, payments, feedback, surveys,
gift cards, games and more. More than 160 global enterprise brands rely
on Punchh to grow revenue by building customer relationships at every
stage, from anonymous to loyalist.

Contacts

Abby Schiller
216-870-1835
abby@clarity.pr

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