Success Drivers is an innovative insights consulting firm. It provides bespoke, cutting-edge solutions for decision makers and their teams.
One of its strongest and most impactful products is CX.ai, a powerful text-analytics suite, dashboard and simulation tool. At its core CX.ai is fed with pairs of open-ended verbatims and their NPS score to produce actionable insights into which topics are relevant to the given business question.
Frank Buckler (CEO of Success Drivers) was always aware that in order to achieve compelling and insightful results with CX.ai, the tool needed a strong and reliable partner. The main challenge was to find a best-in-class survey-coding platform that could easily be accessed through an API.
Frank and his team, after evaluating different supervised NLP providers, chose Caplena to become this crucial component.
Frank, which other software did you consider before choosing Caplena?
We tried different Text-Analytics tools such as Codeit, Thematic and Gavagai.
Frank, why did you choose Caplena to power your CX.AI product suite?
After evaluating a number of commercial and open-source solutions we found Caplena, which outperformed all alternatives by a mile. We now use Caplena to perform insightful and automated key driver analysis on NPS surveys for our clients and can wholly recommend it.
CX.ai taps into Caplena’s natural language processing API service and then applies causal machine learning algorithms to uncover hidden, incredibly granular insights that can predictably improve the customer experience. Its wide adoptions and popularity heavily contribute to the growth of Success Drivers, more precisely it led to doubling the revenue.
What are the main benefits using Caplena’s API service?
The main benefit is that we received the highest explanation power in our driver-analysis with Caplena, compared to other Text Analysis providers. Combined with a very high API service availability, we are able to serve our customers smoothly and with the largest possible value-add. And of course, Caplena’s hands-on mentality and extremely quick response times are highly appreciated.
What would you recommend to other entrepreneurs who are trying to build products that rely on 3rd party solutions?
Don’t waste time by trying to come up with the perfect setup. Instead, iterate. Start with manual data transfers from and to your 3rd party provider and then automate step by step.
Can we catch a glimpse of CX.ai?
Sure. Here are some screenshots from our CX.ai dashboard.