Introducing Transceve

Image created by Dall.E

Your customers tell you what they think about your service every day; in phone records, WhatsApp messages, website chat bots…

If you could have a conversation with everyone who uses your services, what could you learn?

Prior to co-founding Transceve, I’ve been working for a non-profit (Noise Solution) that uses music mentoring to engage with and improve the well-being of vulnerable young people. I remember sitting in the office five years ago watching a Salesforce Developer building us a word cloud object (pro bono) in our Salesforce org.

Our initial challenge was simple yet profound. After each mentoring session, our musicians would write short reports detailing their interactions. We were eager to 'see' this data holistically – to identify themes, track commonalities, and compare results over time. But the human capacity to read, comprehend, and synthesise such vast amounts of information was limited. As an exercise it was interesting, fun, and it cost us a few beers and a couple of pizzas (yes, genuinely). What did it tell us? Not much; it didn't provide the depth of information we needed.

As we evolved, we developed relationships with tech partners who shared our vision. Our focus shifted to the rich data captured in video format. Musicians were recording reflection videos with young people after every session – over 500 hours monthly. Together, we built a basic sentiment analysis engine that could process these videos. While this was more interesting than our initial word cloud experiment, the process remained too manual, and the analysis too simplistic. We craved nuance, not just surface-level sentiment. We needed automation.

Towards the end of 2023 we started to become interested in this new-fangled thing called generative AI. Chat GPT had broken in a big way, and could see how genAI technology could help us usefully access and understand all that video data. The result of that journey was v3.0 of our analysis engine, and Transceve.

Portmanteau; a word blending the sounds, and combining the meaning, of two other words. Transceve is a portmanteau of transmit and receive.

Noise Solution has spent years applying brain power, and resource, thinking about its social impact. What is it, how do we know it has been achieved, and how do we measure that? The crucial switch in Noise Solution's thinking was to stop spending so much time trying to analyse data, and spend more time listening to what the data was telling us.

Transceve has spun out of Noise Solution, but the two organisations are still (and will always be) connected. Spinning out Transceve means both organisations can focus on what they do best. Noise Solution can focus on its frequently transformative outcomes, and Transceve can focus on developing its engine to continue to push the boundaries of the possible, continuing to make impact measurement easier for other organisations. Ultimately, both organisations will be able to focus on driving up social impact in their own ways, changing the lives of significant numbers of people for the better.

Fun fact time - around 8% of charities produce comprehensive impact reports. On average it is estimated that the charity sector in the UK spends 15.8 million hours a year reporting. Counting 'bums on seats', adding up smiley faces from feedback forms, and finding a couple of people to do a case study on once a programme has finished. Sound familiar? But what if organisations could listen to the conversations happening naturally all around them? Phone calls, messaging apps, website chat resolutions – these are goldmines of authentic feedback.

Our engine harnesses the power of generative AI to analyse conversational data, transforming how organisations understand their impact. We provide two key outputs:

1.    Qualitative Insights: Extracting powerful, real quotes from natural conversations. These can be used for grant applications, marketing materials, and bringing data to life.

2.    Quantitative Measurement: Generating measurable data points that scale important wellbeing concepts. Specifically, we focus on three evidence-based concepts critical to wellbeing and intrinsic motivation: autonomy, competence, and relatedness.

No more feedback forms with smiley faces, low response rates, and dull, uninteresting feedback data. 

Transceve analyses conversational data using Self Determination Theory (SDT) as an evidence-based, theoretical lens. Our co-founder did his MEd at Cambridge, through which SDT was identified as a relevant (and very well evidenced) framework for understanding how to positively impact on wellbeing and intrinsic motivation. Transceve analyses the data using three concepts that SDT has shown to be important to wellbeing and intrinsic motivation (autonomy, competence, and relatedness).

We believe our engine is transformative. Our goal is to work with organisations across sectors, helping them truly see and act on the impact they're creating.

We're at the beginning of an exciting journey and are actively seeking organisations interested in exploring this innovative approach to impact measurement.

Interested in learning more? Let’s connect:

Web - www.transceve.org

Email - hello@transceve.org

Phone - (01284) 771340