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Identification of relevant customer experiences through automated social media analyses |
Challenge / oppurtunity:
It is essential to react quickly to customer needs. Customers discuss products and brands in the context of new and unforeseeable topics. Continuous trend analysis can hardly be carried out efficiently by hand due to the volume and dynamics of data.
Solution
(Gen)AI technology automates the collection and analysis of social media data. Using automatic topic clustering and classification, irregularities in the communication are recognized. (Gen)AI also enables the automated creation of time series summaries of these irregularities.
Experience
(Gen)AI identifies and explains critical customer issues that are still emerging and enables the manufacturer to respond proactively to underlying problems. This enables the company to react to trends in good time and strengthen its position in the market.