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"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.

 

Watch Full Session

 

 

Speaker: 

  • Partha Ayalasomayajula, Senior Manager, Software Development, Digital Payments & Emerging Markets, Amazon
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