Connecto CX

Objective

Our customer wanted to develop a system for retail stores that would capture all possible feedback from customers and present it in an actionable format to the managers.

So we developed an AI-powered system to aggregate and analyze customer feedback from multiple channels in real-time, allowing retail managers to make informed decisions to enhance customer experiences.

‍

What we've done

1. System Design and Implementation

Collaborated with Connecto CX to develop a system that integrates feedback from in-store terminals, online surveys, social media, and live customer interviews using microphones to capture verbal feedback as customers were leaving the store.

‍

2. Advanced NLP Analysis

Utilized natural language processing to analyze verbal and written feedback, identifying key sentiments, trends, and actionable insights. We used BERT model (Bidirectional Encoder Representations from Transformers), as it produced the most impressive results. This robust approach allowed the system to provide a comprehensive view of customer experiences across all retail locations.

‍

3. Managerial Dashboards Development

Created customizable dashboards that display real-time analytics, including customer satisfaction metrics and specific feedback insights, enabling managers to quickly identify areas for improvement.

‍

4. Integration and Scalability

Ensured the system's architecture was modular for easy integration with existing retail management systems and scalable across multiple retail environments.