Loka helps Pendulum turn thousands of Amazon reviews into R&D insights with GenAI

Pendulum is a microbiome health company with a mission to improve millions of lives through products that combine the efficacy of pharmaceuticals with the safety and accessibility of probiotics. Its team brings expertise across biostatistics, microbiology, biotechnology, and medical research to develop solutions for metabolic and gut health.

As Pendulum’s customer base grew, so did a valuable source of information: customer reviews and feedback. Thousands of customers were sharing how they used Pendulum products, what they experienced, and what they wanted next. That feedback had the potential to inform R&D, product development, and customer experience, but extracting meaningful insights from such a large volume of unstructured data presented a challenge.

Pendulum partnered with Loka to explore how generative AI could unlock the value of that information at scale.

Customer reviews contain insights that traditional research methods may not capture. Customers can describe unexpected experiences, use cases, needs, and outcomes in their own words, creating a rich source of information for researchers and product teams.

But manually reading, organizing, and analyzing thousands of individual reviews is difficult to scale. Pendulum needed a way to identify patterns and synthesize feedback efficiently while expanding the scope of what its teams could learn from customers.

The solution also needed to meet the requirements of a healthcare and life sciences organization, including security, scalability, performance, and the ability to work effectively with large volumes of unstructured data.