The introduction of ChatGPT has quickly revolutionized the applications of AI. Advanced AI language models also offer enormous opportunities for the research world. Feeddex has launched innovation projects to apply AI in our services. We present four applications that we can now pilot. Feeddex uses AI that complies with privacy and security requirements. We are now looking for organizations that would like to participate in a pilot. Special rates apply to the pilots. You can participate in multiple pilots at the same time.
1. Automatically categorize open-ended responses with AI
Most customer satisfaction surveys provide open answers in addition to scores. The more open answers you receive, the more difficult and time-consuming it becomes to understand which topics are mentioned more frequently. Since 2016, Feeddex has been performing text analysis on open responses in customer satisfaction surveys for organizations such as Rijkswaterstaat, Heineken, and Feenstra. To date, this has been customized for each customer and requires a great deal of effort to develop and maintain language models and to present the results in a report.
AI offers Feeddex the opportunity to provide a simple, standardized text analysis model in addition to customized solutions. For example, AI is already very strong at translating texts into topics, i.e., the subjects that are mentioned most frequently. Feeddex's customer satisfaction surveys often end with an OpenBox. Do you have any further comments, questions, or suggestions for improvement? We have now created a prototype text analysis model in which we use AI to categorize the open answers and indicate the sentiment associated with them. We use past OpenBox responses as a starting point. The model results in an overview of the most frequently mentioned topics and the sentiment. We report this list of topics in the OpenBox module. The user can then have new responses automatically categorized in the OpenBox module according to the set topic list.
2. Automatically generated responses in the Communication Module
Many Feeddex customers use the Communication Module. In the Communication Module, you can view incoming open feedback from customers (comments or questions) per customer and respond immediately. Until now, you could manually add response templates to this module so that you could respond more quickly to frequently asked questions or comments. Feeddex is now able to use AI to automatically develop templates that match your customers' most frequently asked questions and comments. These templates are then added to your Communication Module by Feeddex.
3. A new way of conducting customer research: ‘chat survey’ with AI
This method is ideal for short surveys, and we also expect it to generate more responses, as people will find it more enjoyable, easier, and refreshing. The challenges are: how to translate the answers into useful research results and how to get the chatbot to ask the right follow-up questions. Because the chatbot's ingenuity in finding unexpected angles and keeping control of them is an art in itself.
4. Translations of questionnaires
The Feeddex application has been used for years to conduct surveys in multiple languages, including Chinese. Until now, translating questionnaires has been a manual process. AI can easily translate the questionnaire into virtually any language. The quality of the translations is surprisingly good. We can imagine that there are Feeddex users who would like to conduct their surveys in more languages than they currently do. Within the Feeddex application, we have a prototype that allows our employees to set up the survey in another language with just a few clicks.