AI-Augmented Voice of Customer: Applying Data Analytics and NLP to Drive Product Insights at Scale

This research develops an AI-supported framework to read and analyze customer feedback using NLP and ML to identify actions that can be taken from the unorganized feedback. The system accomplishes feedback categorization and identifies users’ concerns and trends by combining sentiment analysis, topic modeling and emotional detection. In each customer journey stage, marketing allows for better product creation, supporting services and overall customer satisfaction. AI methods are used in a case study to make VoC intelligence possible on-demand and on a large scale. According to the study, AI can greatly simplify the analysis process and increase the precision of decisions. DOI: https://doi.org/10.17762/ijisae.v12i17s.7747