sentiSum

SentiSum provides an AI-native customer experience analytics platform that transforms feedback from various channels into actionable insights. The company was founded in 2015 by Sharad Khandelwal and Oleksander Bondarev. Khandelwal, who serves as CEO, has a background in computer science and machine learning, with previous roles at Merrill Lynch and RBC Capital Markets, and experience with brands like Just Eat and British Airways which revealed the need for better analytics tools. Vivek Ganotra joined as a co-founder in June 2024 to help scale the company, bringing experience from Salesforce, Accenture, and THG.

SentiSum's cloud-based software uses artificial intelligence and natural language processing (NLP) to analyze customer support interactions, reviews, surveys, social media, and call transcripts. The platform automatically tags and categorizes unstructured text data, identifying customer friction points, sentiment, and key topics in real-time. This allows companies to perform root cause analysis, understand trends, and prioritize improvements without manual data processing. The technology supports over 100 languages and offers custom-built AI models tailored to each client's specific context, which can be deployed in about two weeks. The company's business model is subscription-based, with pricing tiers starting around $1,000 per month.

The company targets industries with high volumes of customer interactions, such as retail, e-commerce, insurance, financial services, and telecommunications. Its solution integrates with platforms like Zendesk, breaking down data silos to create a unified view of the customer journey. SentiSum has raised a total of $700K in funding over two seed rounds, with its latest round in September 2017 led by Newable, 500 Global, and the London Co-Investment Fund.

Keywords: customer experience analytics, natural language processing, sentiment analysis, text analytics, customer feedback management, AI-powered insights, voice of the customer, support ticket analysis, automated tagging, customer journey mapping, user feedback, chatbot data analysis, customer churn reduction, customer satisfaction, CX platform, omnichannel analytics, root cause analysis, real-time insights, customer retention, brand management