Published on 16|02|2021 by Lucie Kolářová & Peter Kesch
During the last year, especially in the area of e-commerce, communication with customers increased dramatically. Some e-shops even grew by several hundreds of percent. Also, the number of customer feedbacks during surveys was rising and the automated processing of incoming text became an even more hot topic.
Rohlík, as a symbol of support during the first wave of COVID in the Czech Republic, was able to handle the huge influx of customers thanks to a well-prepared online store and newly introduced services. In addition, managers thought first and foremost about their customers, and despite the new situation with the lockdown and the incredible workload, they also managed to implement a new AI service from SentiSquare. SentiSquares capability to read and understand any text enabled Rohlik to analyse their customer free text feedback in virtually real-time and thus understanding customer demands immediately and getting ready to respond in time.
Thanks to SentiSquare, AI Rohlik now has:
100% real-time feedback coverage
Processes both Czech and Hungarian language
Automatic classification instead of manual processing
Tens of thousands of pieces of feedback per month in the form of open texts are being processed
And as Mr. Machala, Chief of staff at Rohlik.cz says:
"Customer feedback is crucial for us. The sooner we are able to analyze it, the faster we are able to respond. Sentisquare AI allows us to watch customer feedback in virtually real-time."
We are very proud to have Rohlik, for whom customers always come first, as our new client. We are very happy that our services provide value added to them and help them to serve first class.
SentiSquare is a technology company that deals with customer-generated text analysis. As one of the few companies uses artificial intelligence based on principles of distribution semantics, which provides many competitive advantages, such as language independence. The company was founded in 2014 as a spin-off by team of researchers at the Faculty of Applied Sciences of the University of West Bohemia in Pilsen. SentiSquare currently supplies technology to the contact centers of large companies such as T-Mobile, E.ON or Albert.
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