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How Generative AI can proactively address issues to enhance customer satisfaction

Generative AI for Automotive

Discover how to use generative AI to improve your product or service thanks to customer feedback.

Who is the client?

A French multinational automotive manufacturer and part of a global alliance with other major automakers.

What is the problem?

Automotive manufacturers receive a large volume of feedback from various sources, including online reviews, surveys, and social media. Analysing this diverse and extensive feedback requires efficient methods and tools to extract meaningful insights.

Customer feedback often comes in unstructured formats, such as free-text comments, making it challenging to categorise and quantify sentiments accurately. Customer sentiments can be nuanced, and the same feedback may convey positive or negative sentiments depending on context. Accurately distinguishing between these sentiments requires contextual understanding, which can be challenging for automated systems.

What is the Expleo solution?

To effectively analyse customer reviews for automotive manufacturers, a comprehensive solution involves a combination of advanced technologies, strategic methodologies, and continuous improvement processes. Utilising advanced NLP techniques to process unstructured customer feedback. This involves sentiment analysis to categorise reviews as positive, negative, or neutral and identify key topics, themes, and specific mentions related to the automotive products or services.

Generative Artificial Intelligence (AI) has emerged as a revolutionary force, pushing the boundaries of what machines can achieve in various fields. Our solution for analysis of customers’ reviews is based on a Generative AI model that identifies the topics and sentiments in reviews.

Generative AI models have an advantage over other approaches thanks to their ability to operate efficiently without large sets of labelled data. Moreover, their contextual learning capability enables them to perform well in multitasking scenarios (e.g.: classification, sentiment analysis and information extraction by one model). Often these models perform very well in multilingual contexts, making them adaptable to a variety of languages other than English. This adaptability, combined with reduced dependency on labelled data, makes generative AI a compelling solution.

How does the Generative AI solution help?

This approach not only provides valuable insights into customer sentiment, but it also enables the company to proactively address issues, enhance product development, and improve overall customer satisfaction.

Could it work for me?

The analysis of customer reviews is a universally applicable tool with relevance beyond the automotive industry. Across diverse sectors such as retail, technology, healthcare, financial services, consumer goods, hospitality chain, telecommunications, and education, businesses can extract valuable insights from customer feedback. Companies can discern patterns, sentiments, and preferences, enabling them to refine products, enhance services, and optimise the overall customer experience.

The multifaceted benefits of generative AI encompass improved marketing strategies, increased customer satisfaction, and a heightened ability to adapt to market dynamics. Thereby making customer reviews analysis an invaluable asset for businesses seeking to stay competitive and customer-centric in various industries. 

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