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09/28/2022

Punchh Adds Machine-Learning Features to Personalize Loyalty

New features include Feedback Sentiment, Smart Segments and Send Time Optimization.
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Loyalty software Punchh is expanding its capabilities with three machine-learning (ML) features that will enable restaurant and c-store operators to better personalize loyalty offerings.

By utilizing ML — the use and development of computer systems that learn and adapt using algorithms and statistical models to analyze and draw inferences from patterns — all Punchh customers will be able to utilize inferred sentiment of guests through feedback left in app reviews, access auto-generated segments derived from guest loyalty behavior patterns, and increase guest engagement with marketing communications.

Feedback Sentiment is the first of the three new features. Within the feedback module of the Punchh platform, this feature provides insight into guest feedback by applying natural language processing (NLP) analysis to app reviews. The overall goal is to provide business users with an accurate sentiment toward its brand based on feedback from guests and specific consumer experiences such as customer service, food quality, ambiance, wait time and app experience.

Smart Segments is a feature within the segment builder module of the Punchh platform that provides templated segments based on pre-defined categories of guest loyalty behavior, measured through industry-specific combinations of visit recency, visit frequency, monetary spend and more. The goal of this feature is to provide pre-generated segments that are immediately relevant to best-practice marketing strategies used in restaurants and c-stores to reduce the overhead of manually defined guest segmentation.

Send Time Optimization is the third new ML feature now offered through Punchh. In typical marketing automation tools, brands must schedule a specific time for most marketing messaging to be broadcasted out to the targeted user base. Campaign Send Time Optimization helps marketers increase guest engagement with email and push notifications by personalizing the send time of the message through automated analysis of past interaction data.

More than 200 global enterprise brands, including Yum! Brands, Fazoli’s, TGI Friday’s, and Casey’s rely on Punchh to grow revenue by building customer relationships. To learn more, visit partech.com.