Appbot embraces AI for new service

19/07/2018 - 13:07

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Perth tech startup Appbot, which counts 35 per cent of the world’s top charting app developers as customers, has turned to artificial intelligence to develop a new service that helps organisations manage large volumes of feedback.

Appbot was established by Stuart Hall and Claire McGregor in Perth in 2012.

Perth tech startup Appbot, which counts 35 per cent of the world’s top charting app developers as customers, has turned to artificial intelligence to develop a new service that helps organisations manage large volumes of feedback.

Appbot’s custom data sources tool leverages machine learning to help organisations analyse the trends from any large body of feedback.

Co-founder and chief executive Stuart Hall said the tool could draw information from more than 1,000 sources, including helpdesk ‘tickets’, such as inbound emails and online contact us forms, along with social media messages and net promoter score surveys.

Appbot was established by Mr Hall and Claire McGregor in Perth in 2012 to provide rapid feedback and analysis to app developers based on app store reviews.

The business has been self-funded, with profits reinvested along the way.

It has grown to have seven staff in Perth and thousands of customers, including companies such as BMW, Skyscanner, Paypal and Microsoft.

Mr Hall said the new tool was developed after requests from customers.

“Our customers have been asking us how they can apply the Appbot toolkit to other sources of customer feedback,” he said.

“As a result, we’ve spent the last 18 months heavily investing in AI and machine learning to provide this capability.

“We’ve trained our models over hundreds of millions of records with amazing accuracy and are really excited to share these advancements with new and existing users.”   

Mr Hall said the new tool could save companies hundreds of hours manually categorising customer feedback and enable them to improve their products and services faster.

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