Luminoso updates its natural language processing suite

Luminoso updates its natural language processing suite

Max Smolaks

August 7, 2019

2 Min Read

The startup brings sentiment analysis to non-technical users

by Max Smolaks 7 August 2019

American startup Luminoso has made a number of major tweaks to Daylight, its natural language processing application.

Daylight’s primary purpose is to analyse customer feedback – hidden in reams of unstructuredtext across online artefacts like product reviews, open-ended survey responses,and support tickets.

Thelatest version introduces advanced sentiment analysis, helping users understandthe feelings associated with brands, products and services, across more than adozen languages – and the system takes emojis into account too.

There’salso a new insights dashboard called Highlights, that enables employees inmarketing, sales or product development to upload feedback datasets related toa specific product or service, and immediately find out which issues affectcustomer rating the most, or what the major themes of customer conversationsare.

Luminoso has been working on machine learning tools for sentiment analysis since 2010. The company is headquartered in Cambridge, MA – the home of the Massachusetts Institute of Technology (MIT), where its founders originally developed their algorithms.

Luminoso's largest customers include Sony, Autodesk, Scotts Miracle-Gro, and GlaxoSmithKline.

The aim of Daylight is to enable less technical users to automatethe feedback review process, without having to write any code. Like humans, thesoftware learns words from the context in which they are written, rather thandry dictionary entries. This means Daylight can understand words and phrases ithas never seen before.

“Webuilt Daylight to offer all users — including those without data sciencebackgrounds — the fastest, most intuitive way to automate the understanding ofcustomer feedback datasets without barriers, such as the need for trainingmachine learning models and creating ontologies,” said Ying Chen, chief productofficer at Luminoso.

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