CPG | Customer Analytics
Customer Review Summarization & Sentiment Analysis
Objective
CPG companies receive a large volume of reviews on their website. They want a mechanism to better understand customer reviews and sentiments.
Challenges
- CPG companies fail to capture accurate sentiments towards products, and there is a missed opportunity for improving products.
- CPG customers often read multiple reviews to convince themselves before making a purchase, which leads to a longer purchase cycle and sometimes dropouts.
Solution Proposed
- Azure Open AI-based solution accelerator was used to summarize reviews & extract sentiments for key product attributes.
- Aided shoppers in finding relevant product information quickly & captured accurate sentiments for the retailer to improve their products.
Outcome
- Increased Website Traffic: 5% increase in click-through rates.
- Informed Purchase Decisions: Return rates were reduced considerably.
- Timely Insights: Captured sentiments led to product design improvement, resulting in fewer negative reviews.
Design & Thinking Wins
- Improved User Experience: The solution provided shoppers with a more efficient and informative way to find products.
- Data-Driven Product Improvement: Retailers gained valuable insights from customer feedback to make data-driven product decisions.
- Enhanced Customer Satisfaction: Reduced return rates and improved product quality led to increased customer satisfaction.
Disclaimer: The outline showcases the typical challenges, solutions, designs, and outcomes for industries and functions, in general, based on Affine’s prowess in the Industry. The outcomes would be much higher for specific clients as they would be based on their data and specific problems to be solved.
