Center for Customer Insights blog

Machine Learning Model Extracts Insights from Customer Reviews

By: Emily Ludington July 13, 2020
illustrated computer with two review style pop-ups in red and yellow

Vast amounts of potentially useful information about consumer opinions is captured in written reviews, but this unstructured data goes largely unanalyzed. A new study co-authored by Yale SOM’s K. Sudhir uses natural-language analysis to learn from what customers are saying—and to infer meaning from what remains unsaid.

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