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Saturday, October 28, 2017

Understanding Customers with Machine Learning and Insight

Interesting piece in the HBR that combines human and AI methods.  Like the direction:

Understanding Customers by Blending Human Insight and Machine Learning   By Julie Wittes Schlack

How can companies use machine learning to efficiently understand the needs and wants of their customers, without sacrificing the insights that come from employees’ intuition and empathy?

My company is in the business of helping other firms create new products and services that will be both functionally useful and emotionally resonant with customers. As part of this work, we solicit materials online from a firm’s customers and potential customers. In a given year, we receive approximately 13 million unstructured text submissions and over 307,000 photos and videos from about 167,000 diverse contributors, all of whom are answering open-ended questions posed by us, as well as generating their own conversations on topics of their choosing. Our challenge: finding the unmet needs and often unarticulated longings in this wealth of content. To do this, we use a method of human-supervised machine learning that we think other companies could learn from. Here’s how it works.  .... " 

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