[Yertis]

Love this! When I was at one of the big tech companies years ago, we tried to do something like this for reviews for all the products, and see how they stacked up in the marketplace. Was a really challenging problem to do in an automated way at scale -- definitely wish we had a solution like this!

Do you guys see yourselves sticking to a model that spits out analysis, and let customers decide what insights to gain from the data? Or could there be a path where eventually it lets users take specific actions based on the data?

[zelandiya]

This is a really interesting point. I think what you mean is operationalising the analysis. We let customers decide what those actions are and then provide integration to help this happen. For example, one customer has a call center that receives an email from Thematic each morning stating which customers are likely to churn based on themes they mention. They call them up first.

[Yertis]

Ah, that's awesome -- the point on integration especially is a big one.

The more ways clients can hook the insights into their CRMs/workflow/user base, the more they can "operationalize it", as you eloquently put it, and make it a part of their workflows, the way the client you described does with their call center. I love it!