Viable

Viable offers a platform that analyzes unstructured qualitative customer feedback to generate detailed insights that inform business decisions. Viable analyzes customer support transcripts, tickets, surveys, and reviews, to generate natural language reports on improvement themes with summaries, customer profiles, urgency rankings, and recommendations.

The firm aims to generate better qualitative analysis from unstructured feedback, replacing keyword matrices and word bubbles and cutting out the manual analysis to save time and allow professionals to focus on value addition. Viable’s use cases include:

1) Product management: Extracts insights to allow businesses to improve their products or make decisions on new designs

2) Customer experience: Identifies key issues and trends in feedback for customer-oriented business decisions

3) Research: Sorts, filters, tags, and analyzes customer research data

4) Marketing insights: Analyzes qualitative customer feedback to drive marketing decisions

5) Employee engagement: Generates detailed, anonymized employee feedback reports

Viable generates weekly reports delivered directly via email and also offers search and analysis tools to drill down into customer feedback areas and issues. Zapier integration is available for data gathering, and businesses can link their systems with Viable via an API or submit their data in .csv format for analysis and report generation. Viable is based on OpenAI’s GPT-4 model, having previously leveraged GPT-3. Viable has also developed and refined its own models that are compatible with GPT-3 through training and fine-tuning. Its unsupervised system for thematic analysis uses a proprietary thematic analysis engine on top of GPT-3 embeddings.

Key customers and partnerships

As of April 2024, some of Viable’s customers included Bitvavo, College Ave, Sticker Mule, and Latch.