Everything you need to know about Lyra, the breakthrough AI technology for customer experience

by
Dr Aji Ghose

It’s no surprise business is responding to the rapidly evolving field of Generative Artificial Intelligence (GenAI). It’s driven by tools like ChatGPT and Gemini, and nothing has captured attention quite so effectively since social media hit the scene promising free technology to get closer to their customers.

So, it makes sense that Customer Experience (CX) leaders want to explore how AI can help them find new ways to connect with their customers while gaining competitive advantage.

In a 2023 poll, Gartner found that, of more than 2,500 executives, 38% indicated that customer experience and retention is the primary purpose of their generative AI investments. In the same report, Gartner sounded a note of caution, advising leaders to connect use cases to KPIs to ensure that any AI project adds value by creating new revenue or better customer experiences.

And that’s the gap in the market that Chattermill has filled for the CX community. Let’s dig in to find out more about Chattermill’s breakthrough AI technology – Lyra AI.

What is Lyra?

Lyra is Chattermill’s proprietary technology for gleaning insights from CX data. Lyra is a powerful blend of AI methodologies designed to help companies analyze customer feedback so they can confidently answer business questions and make critical decisions. It works at scale across numerous internal and external sources of customer feedback to provide CX Intelligence.

AI for CX is about understanding customers – what they think and how they feel. Chattermill’s goal with AI is to straddle the great divide between tactical and strategic decisions. To achieve this goal, Lyra was created by merging different technologies to provide a depth of insight and immediacy from customer feedback not seen before.

We’re using the best technology to solve problems across the wider business and initiate Experience-Led Growth. In short, Lyra:

Provides transformational insights by identifying the key drivers of feedback and analyzing pain points throughout the entire customer journey.
Unifies customer data in one platform that is embedded in all the teams who need CX Intelligence to meet or exceed their KPIs.
Builds an agile, enterprise ecosystem for customer feedback that allows the processing of massive volumes of data while maintaining enterprise-level security and compliance standards. It seamlessly integrates with CX, support, product, and marketing tools.

Lyra’s architecture

Chattermill is an old hand at using AI to deliver value to CX teams. Without getting all nerdy, Chattermill’s proprietary Natural Language Processing platform is an advanced AI system developed from more than 8 years of work to help customer-centric businesses understand what their customers think and feel.

Lyra blends multiple technologies to optimize the quality and accuracy of customer feedback and deliver highly actionable insights. We’ve been using Transformers (deep learning architecture) because it’s the best form of context-sensitive tech for CX. As new AI tech is developed, we incorporate it when and where it’s most useful, continuing to build on what we’ve already done.

Lyra is not one flavor of AI. We assess the best AI technology for a specific function and incorporate it to uncover customer insights.

What can Lyra do for your team?

Shine a spotlight on Voice of Customer (VoC) metrics, at scale. You can analyze large volumes of NPS, CSAT and customer feedback data to quickly understand what’s driving negative and positive sentiment about your brand.
Improve product and services. Customer feedback is full of clues about what customers like or why they’re unhappy.
Provide transparency to the customer journey. Accurately mapping customer journeys allows you to maximize Experience-Led Growth through repeat purchases, upselling and cross-selling opportunities.
Improve retention. Understanding why loyal customers keep coming back allows you to optimize growth opportunities.
Drive growth and increase profitability. Clear insights into purchasing behaviors help you continually increase your Customer Lifetime Value.

What can Lyra do for your customers?

Provide a true omni-channel experience. Reducing friction in your customer journeys ensures you can correct gaps in your customer experience.
Improve customer satisfaction. Analyzing customer feedback with precision allows you to design the ideal experience.
Reduce the need for contact with customer service or support. CX Intelligence helps you ensure their experience runs smoothly.
Foster brand loyalty. Great reviews let you know how to recognize and reward your best customers.

What makes Lyra different from other AI models for customer experience?

Each AI model has strengths and weaknesses when it comes to customer feedback analysis.

Rule-Based Lexicon uses predefined rules to categorize written text.
Technology: Medallia, Clarabridge

Pros: Simple and consistent
Cons: Limited accuracy; does not understand nuance, irony, or sarcasm; resource intensive.

Thematic Analysis and Neural Embeddings focuses on identifying and interpreting themes or patterns in data.
Technology: Enterpret, unitQ, Thematic

Pros: Flexible, authentic
Cons: Time-consuming, limited ability to understand context.

Large Language Models extract topics and sentiments from customer feedback.
Technology: ChatGPT-4

Pros: Sophisticated and “human”
Cons: Unreliable, inaccurate.

Chattermill’s in-house Natural Language Processing integrates strengths of Aspect Based Sentiment Analysis (ABSA) with supervised learning.

Pros: Integrates best practices, contextually intelligent, precise, customizable, efficient
Cons: Dependent on quality of source data

In-depth analysis of AI models used for customer experience

Take a look at our article, Why Lyra AI Comes Out on Top When Comparing AI Platforms for Text Analysis.

What are we working on next?

Chattermill is in beta testing with Co-Pilot, the next evolution of Insight Assistant. It leverages Generative AI and allows CX professionals to extract information from their CX Intelligence effortlessly.

Taking a customer-centric approach to AI

Lyra AI was designed to give organizations a way to get a laser focus on your customers. Our proprietary AI technology is the result of over a decade of experience dedicated to producing CX Intelligence that drives business outcomes.

For more information about Lyra AI, download the The Science Behind Customer Experience Intelligence white paper.