Dork Cast 43 - Amplifying the Voice of the Customer/Employee скачать в хорошем качестве

Dork Cast 43 - Amplifying the Voice of the Customer/Employee

Ever wonder what's really hiding in those thousands of customer reviews and survey comments? Spoiler alert: it's not just sentiment scores and word clouds! 🎯 Join Qlik Dork and Kim Larson (VP of Insights at Luminoso) for a fascinating exploration of how AI-powered text analytics can transform customer feedback from background noise into actionable intelligence. Kim shares how Luminoso's MIT Media Lab-born technology goes beyond basic sentiment analysis to understand context, emojis, cultural nuances, and the relationships between concepts—all while staying predictable and explainable (looking at you, hallucinating LLMs!). We dive into a live demo analyzing beer reviews (because why not?) to show how mapping the "galaxy" of customer language can reveal insights that actually drive decisions. Plus, Kim drops serious wisdom about Goodhart's Law, the importance of questioning easy answers, and why your customers might stop talking if they think no one's listening. Key Takeaway: AI isn't just about automation and speed—it's a time travel device that compresses experience into action before history repeats itself. Connect with Kim: LinkedIn:   / kimalarson   GitHub: https://larson-kim.github.io/ Luminoso: https://luminoso.com/nerd-home (yes, they have a /nerd page!) 🎬 TIMESTAMPS: 00:00 - Welcome to DorkCast Episode 43 01:00 - What Does "Amplifying Customer Voice" Really Mean? 03:00 - Volume Matters: When Do You Need Text Analytics? 05:00 - The "Before/After Lunch" Judge Problem (Humans vs. Robots) 07:00 - MIT Media Lab Origins & Real Data Science 09:00 - Emoji Meanings: Splash = Hydrated Hair or Something Else? 11:00 - The Claude AI Challenge: Context Matters 16:00 - Live Demo: The Luminoso Platform & Galaxy Charts 20:00 - Concept Mapping: How Words Connect 24:00 - Filtering by Sentiment: The Good, Bad, and Neutral 28:00 - Interactive Analysis: Beer Reviews Deep Dive 31:00 - Why "Low Taste" Isn't Always Bad 33:00 - Goodhart's Law Warning: Don't Poison Your Data 35:00 - AI as a Time Travel Device (Epic Quote Alert!) 37:00 - Beyond Sentiment Scores: Taking Real Action 38:00 - Final Wisdom: Are Your Customers Still Talking? #TextAnalytics #CustomerExperience #DataAnalytics #AI #MachineLearning #CX #VoiceOfCustomer #Qlik #BusinessIntelligence