Case Study: Leading Global Consumer Electronics Brand achieves rapid detection, triage, and fixes for launch issues with Luminoso Compass

Consumer electronics leader detects, triages, and fixes emerging issues at launch

A global consumer electronics leader preparing to launch its first wearable needed a way to reliably monitor high volumes of customer feedback and detect emerging issues immediately. Manual keyword lists were inflexible and slow, and the company required accurate intent classification, near-real-time tracking, and multi‑language support across English, Spanish, Chinese, French, and Russian.

The brand deployed Luminoso Compass to classify and label incoming support tickets in under 10 minutes without keyword matching, enabling near‑real‑time analysis and triage. The system uncovered unexpected root causes—shipping-related screen damage and a dial issue that was part defect, part design perception—and delivered rapid time‑to‑insight, accurate categorization, prioritized fixes, and ongoing tracking of issue prevalence.