Daniel Erickson is the CEO and Co-Founder of Viable, the leading start-up using artificial intelligence to help businesses analyze customer feedback at scale to improve their business. In this Q&A, Daniel discusses how he came up with the idea for Viable, how the AI benefits businesses, and his plans to grow and scale the company.
Q: Can you tell us a little about Viable and how you're helping your clients?
A: At Viable, our goal is to help teams make better decisions by providing a lens into customer feedback. We've been building Viable for the last three years and have been focusing on helping our target audience make the best decisions possible with the data available to them. Up until recently, the only data available to teams was quantitative data, but we're now allowing them to take the customer's voice into account by providing a way to analyze customer feedback.
Our platform uses AI models, like GPT-3, to analyze customer feedback. Businesses can directly integrate feedback from various sources such as support tickets, reviews, surveys, and social media. Our state-of-the-art ML then analyzes the feedback to identify patterns and themes. We provide reports and insights to help businesses understand what customers are saying about their products and how they can improve.
Q: How did you get started on this path and build Viable?
A: My identical twin brother and I have been working together on and off for years. I'm an engineer by trade, and he's a designer by trade, so we meet in the middle at product management. We know the pain of trying to build the right product and figuring out exactly what the customer needs. We worked together back at Yammer, then at Eaze, and now at Viable. We initially built a slightly different tool, a productized version of the Superhuman Product Market Fit Process, which measures product market fit and guides your roadmap to improve your product. We quickly realized that some larger companies were using us, and we learned that there was a need for aggregating and analyzing customer feedback across a variety of channels. That's how we built an aggregation system that takes data from all of those disparate sources, pulls it into one place, structures it, and then analyzes it to tell you what really matters.
Q: How do you make unstructured data meaningful for your clients?
A: Companies collect 80% of the data that they collect in an unstructured format. It's things like customer support chats, call transcripts, and app store reviews. Our system takes data from all of those disparate sources, pulls it into one place, structures it, and then analyzes it to tell you what really matters. There are a ton of incredibly valuable insights that are locked up in these data sets that companies just don't even know exist.
Q: What are some of the challenges your clients face when trying to make data-driven decisions?
A: One of the biggest challenges our clients face is not having a way to take the customer's voice into account when making decisions. Up until recently, the only data available to them was quantitative data. But we're now allowing them to analyze customer feedback to help them make the best decisions possible for their customers. Another challenge is that companies often collect data from a variety of sources, and it can be difficult to make sense of it all. That's why we built our system to aggregate and structure data from all of those disparate sources in one place.
Q: What are some of the benefits of using Viable to analyze qualitative data?
A: By using Viable to analyze qualitative data, our clients can gain a better understanding of what their customers really want and need. They can identify patterns and trends in customer feedback that they may not have noticed otherwise. This can help them make more informed decisions about product development, customer service, and other areas of their business. They can also use the insights they gain from analyzing customer feedback to improve customer satisfaction and loyalty, which can ultimately lead to increased revenue and growth.
Q: What type of companies have you found get the most value out of working with ViableLeveraging AI to Analyze Customer Feedback: Mission Matters with Daniel Erickson, CEO of Viable
Daniel Erickson is the CEO and Co-Founder of Viable, the leading start-up using artificial intelligence to help businesses analyze customer feedback at scale to improve their business. In this podcast Q&A, Daniel discusses how he came up with the idea for Viable, how the AI benefits workers, and his plans to grow and scale the company.