Woolworths is using aggregated customer feedback to make decisions about customer and employee experiences. They are using a feedback analytics platform called Thematic. Thematic uses large language models (LLMs) to provide insights for Woolworths. The LLMs include GPT in Azure. In 2023, Australian businesses will be experimenting with LLMs.
Woolworths uses Thematic platform to analyze customer feedback data. They focus on key themes like ‘customer service’ and ‘range and stock.’ This helps them understand whether items are in or out of stock when customers visit their supermarkets.
Thematic platform has features like ‘comment analyzer’ and ‘theme summarizer.’ The comment analyzer measures the volume and sentiment of feedback. The theme summarizer provides descriptive overviews of main and sub themes in the feedback.
For example, using the theme summarizer, Woolworths discovered that online shoppers often complained about the ‘range and stock’ theme. They expressed frustration about having to buy more expensive items because cheaper options were unavailable.
Woolworths also uses a ‘sentence cluster’ feature to review the original customer opinions in detail.
