Chattermill

Chattermill is a customer experience intelligence platform that utilizes artificial intelligence to help businesses understand and act on customer feedback. Founded in 2015 by Mikhail Dubov and Dmitry Isupov, the London-based company was born from their frustration with the slow and expensive nature of traditional customer research. Isupov's experience manually analyzing customer feedback at a market research company highlighted the potential for AI to automate and scale the process of extracting valuable insights from unstructured data.

The company's core offering is a platform that unifies customer feedback from a multitude of sources, including surveys, reviews, social media, support tickets, and chat conversations. It then employs deep learning AI to analyze this data in real-time, identifying key themes, sentiment, and actionable insights. This allows organizations to move beyond manual analysis and gain a comprehensive view of the customer experience, linking feedback directly to business metrics like Net Promoter Score (NPS) and customer satisfaction (CSAT). A key differentiator is the platform's ability to interpret nuanced feedback, such as multiple sentiments within a single comment.

Chattermill operates on a software-as-a-service (SaaS) business model, serving a global client base of predominantly enterprise-level B2C companies across various sectors, including e-commerce, finance, and travel. Its clientele includes major brands like Amazon, Uber, HelloFresh, H&M, and Zappos. The company has demonstrated significant growth, securing a $26 million Series B funding round in December 2022, bringing its total funding to over $40 million. This capital is aimed at supporting expansion in the U.S. and Europe. In late 2023, Chattermill launched 'Copilot,' a generative AI solution designed to provide a more conversational interface for users to query their customer data.

Keywords: customer experience intelligence, feedback analytics, AI text analysis, customer sentiment analysis, unified customer data, voice of the customer, deep learning AI, customer retention, CX analytics, product feedback, support ticket analysis, social media analysis, customer insight platform, SaaS, Mikhail Dubov, Dmitry Isupov, unstructured data analysis, customer journey mapping, NPS analysis, real-time feedback.