"No (Customer) Voice Left Behind: Leveraging Gen AI to Enhance Customer Feedback" - Powered by Amazon
Partha Ayalasomayajula, Senior Manager at Amazon, discusses the leveraging of Generative AI to enhance customer feedback at Amazon.
Key highlights
Challenges in Customer Feedback Analysis:
- Unstructured nature of feedback.
- Multilingual feedback from over 10 countries.
- Variety of feedback platforms such as calls, chats, emails, surveys, and social media.
- Traditional NLP techniques are expensive and often rely on data sampling, leading to loss of voices.
Introduction to Percept:
- Product leveraging Gen AI via AWS Bedrock.
- Capabilities include language identification, translation, categorisation, and actionable insights.
Case Study - Mexico:
- Introduction of a new cash-based payment method encountered low completion rates.
- Use of Percept to analyse customer feedback, identifying training needs in specific stores.
- Positive results with completion rates increasing significantly.
Scalability and Expansion:
- Percept’s implementation across various countries, processing feedback in multiple languages efficiently.
- Significant reduction in manual efforts, saving approximately 5500 hours.
Future Potential of Gen AI:
- Process automation and internal operational efficiencies.
- Personalised product and feature recommendations at an individual customer level.
- Enhancements in chatbots and customer support automation.
Conclusion
As we look to the future, generative AI will continue to play a critical role in automating processes, personalising customer experiences, and enhancing support services.
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Speaker:
- Partha Ayalasomayajula, Senior Manager, Software Development, Digital Payments & Emerging Markets, Amazon