Research
Research
Five papers on measuring meaning in customer language: how well AI annotation recovers what people actually rated, where its limits are, and what sentiment analysis misses.
- Jul 14, 2026Dimensionality in Satisfaction RatingsLLMs decompose support conversations into satisfaction drivers, revealing lower customer satisfaction than surveys suggest.
- Jul 1, 2026Preview: The Dimensionality of MeaningOur early validation work on text dimensionality provides key support for an emerging class of AI-native research methods.
- Jul 1, 2026What sentiment analysis can't seePredicted satisfaction beats sentiment as a measurement of whether customers were helped, and what went wrong, across 70,000 support conversations.
- Apr 22, 2026The signal is the ceilingPart 2: Reliability of AI annotation exceeds human benchmarks, however, the measurement limits of LLM-predicted ratings have an upper limit.
- Apr 15, 2026LLM Predictive Scoring and ValidationPart 1: LLM-annotation recovers self-reported experience ratings from raw unstructured textual data across 10,000 MLB fan surveys.
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