BrazilTravel and aviation2024 – ongoingGOL Linhas Aéreas
Azure OpenAI classification of customer comments and an internal Teams chatbot
GOL used Azure OpenAI to sort social-media and app-store comments by sentiment and subject
Problem
GOL gets a large flow of customer comments on social media and in the Play Store and Apple App Store. Reading and sorting them by hand is slow.
Approach
GOL Labs built tools on Microsoft's Azure OpenAI Service. One tool reads comments automatically and labels each as positive, neutral or negative. It also sorts them by subject, such as booking or check-in, and feeds a dashboard for managers. It was in production in February 2024. GOL also launched a Microsoft Teams chatbot for staff and third parties on ethics, compliance and airport service procedures. Its first phase uses menu navigation, and a GOL director said generative AI would be added later.
Results
No published figures
Takeaway
The comment tool turned scattered feedback into a dashboard managers could act on. GOL gave no volumes or accuracy rates.
Categories
- Size
- Large enterprise
- Industry
- Travel and aviation
- Business function
- Customer serviceInternal work and knowledge management
- Innovation type
- Process innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
The article describes two GOL Labs projects on Azure OpenAI Service. One classifies comments from social media and app stores by sentiment and subject. The other is an internal Teams chatbot. The article contains no figures.
Full details are in the original sources.
