Intelligent customer feedback analysis with generative AI
From thousands of opinions to actionable insights for improving the digital customer experience.
The Challenge
A transport company needed to speed up the analysis of thousands of customer opinions across different languages and channels, spotting patterns and sentiment beyond a basic classification.
The Solution
A generative AI solution that automatically analyses, translates and classifies feedback by sentiment and topic, making qualitative insights and business metrics available in natural language.
Key capabilities
- Automatic analysis of open-ended responses.
- Multilingual translation and normalization.
- Sentiment analysis, including mixed opinions.
- Classification by business topic.
- Semantic search across comments.
- Quantitative queries through Text2SQL.
- Conversational interface to explore the data.
Technology Stack
Impact
- Cuts down the manual analysis of large volumes of feedback.
- Makes it easier to spot patterns, friction points and opportunities to improve.
- Combines qualitative insights with quantitative metrics and data.
- Lets teams query the voice of the customer directly, in natural language.
- Provides a scalable foundation for new channels, languages and surveys.