Automated voice-of-customer extraction and analysis
The situation
Basil has designed and supplied bicycle accessories since 1976: hundreds of products, with a lot of versions, and competitors selling similar products. The product team kept running into the same wall: analysing the voice of the customer on their own products (reviews and so on) and on competitors', in order to improve their products. Doing that by hand is impossible at this scale, so the challenge was clear: deliver deep insight, without manual work.
Our solution
Product review extraction
Connected to the full catalogue, every new review per product is periodically scraped from various marketplaces, including dealers. This also covers products from competing companies.
Review analysis
Every review is analysed per product against a fixed set of themes, filling in the relevant theme columns with context per review. All those reviews and columns together are analysed by AI and packaged into product advice.
Dashboarding
The dashboard shows clear data per product (group) and per theme: the recurring complaints, but above all the strong points too. On top of that, an AI assistant the product team can chat with, based on all the data, for new improvement ideas.
The result
The system now gives the team every insight it needs to understand where to improve, where the opportunities for new products lie, and how to strengthen the proposition per product, without any unnecessary manual work. The human sits only on the creative part; the system does the rest.
- 100%time saved
The system really works great! I can easily chat with the AI and come up with new collection ideas and improvements together with it. Really excellent! On top of that, communication is always fast and informal, so working with Jason is very pleasant.
Curious what's possible in your business?
Schedule 30 minutes with us, and find out straight away where the opportunities are in your processes and what the next step forward would be. If we don't see the right opportunities, you'll hear that too.
Or go direct:info@stonewell.ai+31 6 10 69 71 50