We’ve all been there. We launched a new product but we lack the customers’ feedback and insights required to improve the quality of the product. Young startups sometimes rely on feedback from early adopters, friends and family and online sites like Product Hunt. The challenge is, the feedback may not be sufficient enough until you get the product in front of many customers with enough data sets. Even after you get all the data you need, you still have to manually process the data to get the meaningful insights to make informed decisions. Many startups make the mistakes of adding more features into their products instead of building minimum viable product (MVP) supported with useful insights and relevant feedback.
This is where ScopeAI comes in. The young startup wants to help businesses solve some of these challenges by making customer discovery easier. ScopeAI is a YC-backed startup founded in 2016 by Natalie Abeysena and Luciano Arango. They officially launched this past Spring. ScopeAI helps businesses and customers by automating the process of communicating user insights to product and operation teams. The product leverages natural language processing (a form of AI) to extract insights from customer support conversations. It integrates with existing support channels such as Zendesk, Intercom, Desk.com (salesforce) to automatically tag and analyze conversations for trends in customer feedback. Their product uses natural-language processing (NLP) to find insights that ultimately help inform product and operation decisions. Their product automates the process of:
- Customer support teams manually tagging support tickets
- Tracking and documenting trends
- Communicating insights to product and operation teams
Their goal is to replicate the functionality of a customer insights team through software. ScopeAI works by integrating with existing channels. It seamlessly plugs into existing support channels to import customer conversations. It also provides automatic insights tracking by automatically applies tags to customer support content to analyze the frequency, similarity and sentiment of incoming support tickets. Customers are then able to use ScopeAI dashboard to aggregate and display product trends over time.
Cofounder Natalie Abeysena, also the CEO, first became passionate about solving this problem after working as a UX researcher at Google. Below is a photo of Natalie Abeysena (CEO) and Luciano Arango (CTO).