Chattermill, which uses AI to extract insights from customer experience data, raises $26M • TechCrunch

Chattermill, a platform that helps companies unlock awareness by analyzing customer feedback data from all digital channels, has raised $ 26 million in B-Series funding.

Founded in London in 2015, companies such as Uber and Amazon use Chattermill to consolidate all of their customer data by combining social media, feedback and customer support tools, online review sites and more to create “sources”. Only one of the customer’s truths ”as the company puts it.

Data meshing is only part of Chattermill’s promise, however. Taking into account the normality of feedback and unstructured customer conversations, Chattermill has developed its own in-depth study model for extracting meaningful insights from aggregate data. This could mean identifying ways to improve the overall customer experience, looking for minor issues before they snow, and tracking the effectiveness of new initiatives designed specifically to improve the customer experience.

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Chattermill co-founder and CEO Mikhail Dubov explained to TechCrunch that “the model is trained by learning how to copy this data.” “Models are getting smarter over time, leveraging the knowledge of the millions of data points we have already analyzed, as well as architectural improvements.”

Chattermill in action. Photo Credit: Chattermill

Chattermill can be compared to other experience management platforms out there, such as publicly traded Qualtrics and Thoma Bravo-owned Medallia, as well as startups backed by young ventures such as Wonderflow. While there are clear similarities, Dubov considers one of the most important cards it has on the competition lies in the “quality of cognition extracted” through the ingenuity of its machine learning.

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“Where most companies use keywords or keywords, the Chattermill method looks at meaningful concepts in the data,” he said. “This provides a solid category that customers can trust.”

Chattermill last raised $ 8 million from its Series A outsider fund nearly three years ago, and with another $ 26 million in the bank, the company said it plans to double that. Its expansion across Europe and the United States.

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“Businesses understand that they need to improve the customer experience to win, but [they] They need help finding what they need to work on and how to prioritize thousands of different initiatives, ”Dubov said.

Chattermill B Series Round is led by Beringea with the participation of Runa Capital, DN Capital, Ventech, Btov, SVB and Blossom Street Ventures.


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