We designed and developed a sentiment sonar with AI components, to aggregate and evaluate customer feedback.
Swisscom · 2017 · UX/UI Design • Branding
Challenge
How do you successfully identify your customers’ moods quickly, exhaustively and precisely? Previously this process was time-consuming to organise: customer feedback and opinions can turn up on innumerable communication channels – such as Facebook, Twitter and forums, as well as on resources only accessed internally, such as customer chat logs, call centres or emails.
Design Explorations
Solution
Sonar gathers customer feedback on defined topics available on all external and internal channels. Artificial intelligence is used to automatically identify the mood that characterises a statement, using it to generate insights and visualise the results. Highly sophisticated algorithms allow the AI system to understand the meaning of texts.
Sonar helps us to know which issues are important to our customers and what their mood is, so we can react to it quickly.
DESIGN EXPLORATIONS
