Seminar "Discover the beauty of AI when analysing your customer feedback."_

Published on 10|10|2021 by Lucie Kolářová & Peter Kesch

On 30.9.2021, we organised a seminar together with our strategic partner company IXPERTA on the premises of OPERO. The conference was called "Discover the beauty of AI in analysing your customer communication." We completely filled the capacity of the space, the participants showed great interest in the topic of feedback analysis, which made us very happy.

Our experienced Customer Solution Manager Josef Steinberger led the seminar, and Martin Boček, Group Head of Market Insights from Rohlík group, gave us some insights about Customer Experience from Rohlík group.

During the first part of the seminar, we explained how SentiSquare AI works, both technically and projectwise. In our projects, we first use the so-called Discovery mode, where we let the AI find out the content of the texts: it clusters the texts into topics, determines the frequency, trends, keywords and suggests categories. It will also assess the sentiment and link it to the final categories. After the initial analysis is done, we use the so-called Observing mode, where the AI observes all incoming communication and sorts it according to the previously defined categories and determines the sentiment.

In the second part, we learned how Rohlik is working with Customer feedbacks. Martin Boček explained to us how they are analysing the input they receive from customers. We learned about the current analysis they perform, their strategy and plans to improve customer satisfaction in future.

SentiSquare analyzes tens of thousands of pieces of open text feedbacks per month for Rohlik. SentiSquare AI automatically recognizes the topics customers are talking about in feedbacks. SentiSquare AI allows managers to look at customer feedback in real time, either in Tableau or directly in SentiSquare Analytics. The classification works now for two languages - Czech and Hungarian, with more languages to come. Martin Boček, Group Head of Market Insights, Customer Experience from Rohlík group says: “"The SentiSquare system is very useful for us. We get feedbacks from the vast majority of customers. They send us an enormous amount of feedbacks, after the purchase, also via call center, email and chat communication. We are interested in all the channels through which the customer collects the experience with us."

“We have SentiSquare to quickly identify the problem so we can intervene.”

Martin Boček, Group Head of Market Insights, Customer Experience from Rohlik group

We thank all participants for their interest and look forward to the next conference, planned for the beginning of the next year.