14 April 2020, London/Newcastle: Rail operators will be able to receive real-time passenger feedback once COVID-19 travel restrictions are lifted, thanks to a new deal between global infotainment provider GoMedia and Wordnerds, the sentiment analysis tool leader.
The partnership with GoMedia brings Wordnerds’ technology to transport operators, offering artificial intelligence (AI) powered products to make sense of the millions of social posts, online reviews, surveys and forum comments shared daily.
The software platform will combine passenger feedback from specific trains to deliver granular, actionable insight on individual services in real time, helping train companies track how satisfied their customers are across each network journey.
Roger Matthews, managing director at GoMedia, says: “The current global lockdown due to coronavirus has given many transport operators and passengers time to reflect on what travel means to them. When the world enters recovery, rail providers will want to track these changing views and collate genuine, meaningful insight they can act upon for their travellers.
“Together with Wordnerds, we are developing a range of digital solutions to give operators timely data so they can monitor trends, and identify emerging issues, reacting in real time to provide better outcomes for their passengers. Wordnerds’ supercharged sentiment analysis unpicks the nuances to help improve the customer experience.”
Wordnerds’ AI tools understand the meaning behind sentences, rather than counting the frequency of individual words, providing a more accurate understanding of passenger tastes than traditional measuring methods.
Pete Daykin, CEO at Wordnerds, says: “We combine cutting-edge AI with old-school linguistics to train computers to understand the huge volume of unstructured text that is currently online and is challenging for most companies to sift through.
“Through our partnership with GoMedia, transport operators will be able to more accurately see how their passengers feel, as they benchmark their performance by tracking topics and monitoring sentiment over time. We aim to help service providers listen, understand and act, and we’re excited to work with GoMedia on products that decipher the voice of the customer.”