User ratings are analyzed 300x faster with AI

Every day, thousands of consumers leave their opinions about products and services in app stores, social networks and digital platforms.These feedbacks are a direct reflection of experiences 'Good or bad ' and represent a unique channel of dialogue between brands and users. But, are companies really listening? Or does the current era cause the voice of the consumer to be lost in a sea of unanalyzed data?

The speed with which new interactions happen creates a paradox: never before has so much access to customer opinion, but turning them into practical actions seems an ever-increasing challenge.In a world where consumer patience is short and competition fierce, neglecting these conversations can cost brands dearly. 

Today, efficiency and personalization in responses to consumers are not only a competitive advantage, but are a matter of survival in the market. And when it comes to solutions to deal with gigantic volumes of feedback, the question arises: can technology rescue the human and authentic relationship between companies and those who buy the products and services?

The future of consumer relations

Interaction between brands and consumers is more critical than ever.It's hard to tell if organizations are truly understanding users, but with artificial intelligence analyzing comments 300 times faster, according to RankMyApp, brands have the opportunity to reconnect more efficiently and meaningfully.

“We are open to customizing the technology and use of AI to meet the specific needs of each customer. All feedbacks are categorized and properly sent to the brand in order to solve the problem reported by the user”, he says Luana Goncalves, product coordinator Reviews Intelligence at RankMyApp, which analyzes and categorizes reviews in applications and promises to collect points of improvement based on feedbacks sent by users, as well as optimize the user experience.

In RankMyApp, after mapping the customer needs in each of the thousands of reviews, a personalized classification tree is created. From it, the AI identifies the central theme of the comments and the associated sentiment, according to the characteristics of the business, reaching a deeper detail that can reveal the root of the problem.

It is at this moment that several operations of the responsible brand integrate with the solution, whether in the improvement of the application itself or in the business as a whole, such as logistics, billing or even in the products themselves.“It is not a simple process, we train the AI so that it categorizes what is necessary for the customer and not only what is best for the” brand, arma Luana.

However, as technology advances, a new dilemma emerges: can AI be relied on to transform data into real connections? According to the coordinator, the effectiveness of the tool depends on “hearing for real”. “When it comes to data, especially satisfaction, you need to understand in fact and act with purpose. Companies need to go beyond the” numbers, she concludes.