Customer Sentiment - AI Analysis and Automation
Mission Statement
The client is a bespoke travel agent that creates tailored holidays for their client, meaning customer satisfaction is paramount to developing good relationships and creating customer loyalty.
They have been running NPS Surveys (Net Promotor Score is a way to gauge customer satisfaction from one question on a scale of 1-10) over a three-year period and want to extract more insights from these responses, rather than reviewing them manually. The client would like to draw out sentiments and key words in order to do further analysis to understand drivers of an improved NPS/sentiment score and how they are changing over time.
This helps the client understand particular areas of investment; for example, if the client has invested in improving their accommodation, does this drive an improved sentiment score in this area over time.
Tools Used
Alteryx
· Data Prep and Blend
· Continuum GPT Connector
Power BI
· Visualization
Impact
Customer Satisfaction: The solution enables the client to measure and improve customer satisfaction by analysing their feedback and identifying the key factors that influence their experience.
Investment Optimization: The solution helps the client to optimise their investments by linking them to customer satisfaction metrics and providing insights into the best practices and areas for improvement.
Competitive Advantage: The solution gives the client a competitive edge by offering them a unique and innovative way to leverage the power of GPT models and Alteryx workflows.
Detailed Solution
The client has used Continuum’s world’s first Alteryx and ChatGPT connector for sentiment analysis of customer feedback. This connects directly to OpenAI’s API with built in throttling to enable Alteryx to enrich existing data.
The data is pulled from two data sources: a record of all investments in their services and collated feedback for clients’ trips. Using Alteryx and an existing keyword search database, our GPT connector can perform sentiment analysis and connect this to detected keywords allowing all locations and assets to have NPS Scores over time for each key metric in the keyword database. The client then performs further analysis to look at which keywords are associated with an improved sentiment score. This can be output to individual reports for business decisions to be made or an ad-hoc dashboard to see real time impact.
This allows the client to validate investments and target future funding after developing their model.
