This article was based on the interview with Daniel Erickson of Viable by Greg Kihlström for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:
Artificial Intelligence (AI) has proven to be an effective tool in analyzing customer feedback. In the podcast interview, Daniel Erickson of Viable highlights the limitations of traditional methods of analyzing feedback, such as reading through every response manually. This can be time-consuming and may not provide a comprehensive understanding of customer sentiment.
AI, on the other hand, offers a more efficient and accurate way to analyze customer feedback. It can sift through large volumes of data quickly and identify patterns, trends, and key insights. This allows companies to gain a deeper understanding of customer needs, pain points, and preferences.
One of the key advantages of AI in analyzing customer feedback is its ability to process unstructured data. Many customer feedback platforms allow customers to write in reviews and explanations for their ratings. AI algorithms can analyze these open-text responses, extract relevant information, and categorize them into different buckets based on pain points, features, and personas.
By utilizing AI analytics, companies can uncover valuable insights that may not be apparent from quantitative data alone. For example, a company may have a high Net Promoter Score (NPS), indicating overall customer satisfaction. However, by analyzing the comments within the NPS survey, the company may discover specific areas for improvement, such as checkout issues or onboarding difficulties.
Moreover, AI can help companies prioritize customer feedback based on the persona of the customer. By identifying whether the feedback is from a free-tier user or an enterprise customer, companies can focus their resources on addressing the concerns of their most valuable customers.
AI also offers scalability and consistency in analyzing customer feedback. Unlike humans, AI algorithms can process large volumes of data consistently and without bias. This ensures that no feedback goes unnoticed or unaddressed.
AI effectively analyzes customer feedback by providing a more efficient and accurate way to process and understand qualitative data. By leveraging AI analytics, companies can gain valuable insights into customer sentiment, prioritize feedback based on customer personas, and make data-driven decisions to enhance the customer experience. As the importance of customer-centricity continues to grow, AI will play a crucial role in helping companies stay agile and responsive to customer needs.
