Warwick Analytics

Warwick Analytics is a company specializing in automated predictive analytics. It originated as a spinout from the University of Warwick, with its data science team developing proprietary natural language algorithms over a decade of academic research. The company was founded in 2011 and its CEO is Dan Somers.

The firm's flagship product, PrediCX, is an AI-powered platform designed to analyze customer conversation data from multiple sources. It uses machine learning to automatically classify and tag unstructured text data, such as support tickets, emails, and other customer interactions, by topic, sentiment, intent, and urgency. This enables businesses to identify root causes of issues, automate workflows, and gain actionable insights from customer feedback to improve customer experience and operational efficiency. The software is designed to be used by both business users and data scientists and integrates with platforms like Zendesk and Salesforce.

Initially, the company also targeted large manufacturing companies with a root cause analysis technology called SigmaGuardian, aimed at resolving product and process failures. However, the primary focus shifted to customer conversation analytics. The business model appears to be SaaS, providing its platform to clients in sectors such as financial services, travel, and telecoms. In a significant milestone, Warwick Analytics was acquired by C-Centric, a customer management solutions provider, which plans to embed the PrediCX technology across its offerings.

Keywords: predictive analytics, customer conversation analysis, machine learning, natural language processing, sentiment analysis, text analytics, PrediCX, root cause analysis, contact center automation, customer experience, AI, data classification, unstructured data, automated tagging, workflow automation, voice of customer