AustraliaMedia and entertainment2025 – ongoingEVT Limited
Generative AI sentiment analysis of cinema customer feedback
EVT used generative AI to sort more than 30,000 monthly cinema comments after a New Zealand trial
Problem
EVT's cinemas received a large volume of customer comments that staff could not read and act on quickly.
Approach
EVT worked with Decision Inc. Australia to build a system on a large language model. It sorts comments into themes such as service, cleanliness and value for money, scores sentiment and flags urgent operational issues. A custom Power BI dashboard gives general managers and executives a live view. A trial at New Zealand cinemas was followed by a rollout across Australian cinemas in 2025.
Results
Takeaway
EVT used the trial to show managers could spot faults such as a broken seat quickly. The article gives no before-and-after measures.
Categories
- Industry
- Media and entertainment
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Generative AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
The article describes the sentiment system built with Decision Inc. Australia. It says the New Zealand trial succeeded, the system is operational and the Australian rollout is planned for 2025. It quotes EVT's data and AI head on spotting issues such as a broken seat.
Full details are in the original sources.
