About the project
Goal: The AI Sentiment Assistant (AISA) was developed to enhance interaction with the Customer Listening Platform (CLP). By leveraging artificial intelligence, AISA provides an intuitive way for users to access key customer insights, enabling faster and more confident decision-making.
Motivation: The CLP was designed to present CSAT, CES, NPS scores, and customer verbatim, but was underutilized due to difficulties in finding and interpreting data. With limited resources for a complete redesign, AISA offered a low-effort solution to boost usability and engagement.
Results/Improvement: The implementation of AISA led to a notable increase in CLP engagement, reviving the platform without major development efforts. The assistant proactively surfaces relevant data and enables intuitive navigation, making it easier for users to prioritize improvements to the SPARK platform.
