South KoreaFood and restaurants2022 – ongoingPulmuone
AIRS customer-review analysis
Pulmuone said AIRS cut customer-feedback collection and analysis from 3 weeks to 24 hours
Problem
Collecting and analyzing customer feedback took weeks, delaying its use in product improvements.
Approach
Pulmuone introduced its AIRS customer-experience analysis system in August 2022. The system collected online reviews and used deep learning with company-developed algorithms to classify customer sentiment. Pulmuone used the findings in product improvements, including a Greek yogurt product.
Results
Takeaway
The shorter feedback cycle connected review analysis with specific product changes.
Categories
- Size
- Large enterprise
- Industry
- Food and restaurants
- Business function
- Marketing and salesIT and R&D
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Pulmuone reported analyzing 3.8 million reviews after launching AIRS in August 2022. It said feedback collection and analysis took 24 hours instead of 3 weeks and described product improvements informed by customer comments.
Full details are in the original sources.
