This is Part 3 of our series where we revisit PositivityTech®’s purpose, use cases, and applications. If you missed them, read Part 1 and Part 2.
“Long before the negative review, before the churn, before the regulatory inquiry lands on the wrong desk at the wrong moment, there is a customer narrative. A word choice. A tone. A pattern hiding in plain language that, if anyone were paying close enough attention, would have predicted exactly what was coming next. Most companies collect massive amounts of customer feedback but rarely treat it like usable business data. Marcia Tal is changing that.”
When I founded PositivityTech, my goal was to help businesses grow by expanding their use of the voice of their customers. What I didn’t quite realize at the time was just how big of a mindset shift this would require.
PositivityTech reframes complaints as a strategic part of organizations’ success, driving increased revenue, cost savings, and customer retention as well as reducing risk. Today, in part due to the broad adoption of AI and LLMs, the organizational culture and mindsets we set out to achieve are shifting, and PositivityTech is meeting timely and relevant market needs including:
Finding an edge with PositivityTech’s alternative data
For: Institutional investors
Institutional investors are looking for differentiated, alternative data with real predictive value: Enter PositivityTech. Clients across verticals are using our data to enhance research, portfolio management, M&A, and trading strategies.
Grounded in customer complaints, which are early indicators of future financial performance, our data is predictive and gives institutions an edge. The PositivityTech Complaint Analytics Database provides approximately 17 million customer complaints across 9,000 companies, including more than 10 years of customer complaint narratives alongside derived variables and algorithms. Researchers include this data within their extensive data ecosystems to widen their signals in order to identify investment opportunities and uncover hidden risks.
Our expert-curated database can now be found on Neudata, Initial Data Offering (IDO), and Eagle Alpha.
Detecting fraud within consumer reporting systems
For: Credit bureaus and lenders
Credit washing, AI-generated complaints, duplicate narratives, and engineered disputes are straining credit bureaus’ ability to distinguish real member friction from manufactured noise. Our fraud detection tools are now fully in market, and our clients use PositivityTech’s tools to demonstrate and quantify the impact of these types of fraud as early as possible. Using AI modeling within consumer complaint systems, PositivityTech’s Bad Actor Detector (BAD) engine flags fraudulent complaints suspicious of credit washing.
When they can differentiate between what’s authentic and what’s deceptive, credit bureaus and lenders can take action accordingly.
Automating customer complaint analytics
For: Regulators
Consumer complaints are a critical part of regulators’ work, and this work is often done in a manual way that does not allow for trend identification, sharing across states, and precise measurements to support strategic recommendations. With multiple data sources and a high volume of unstructured information, complaint trends are difficult to identify.
PositivityTech is becoming an innovative tool for regulators looking to automate their manual processes, which includes measurement, analysis, and simulation.
PositivityTech analyzes both Consumer Financial Protection Bureau (CFPB) customer complaints across financial organizations, and can also highlight risks and opportunities based on institutions’ proprietary customer complaints. Today, organizations can access many of our latest offerings on Microsoft Marketplace, utilizing the platform’s intelligence for competitive benchmarking and identifying market opportunities.
With our expanded focuses that answer pressing, timely needs, PositivityTech has become a critical tool for organizations that understand the value of making customer complaints a strategic part of their success.
Connect with me at marcia.tal@positivitytech.com to get started. I look forward to helping you transform negatives to positives.
