This post is the latest in our “Word of Mouth” series. It’s our editorial focus for the month of February, including topics like reputation management, and reviews optimization. See the rest of the series here.
Display advertising and social media campaigns can drive website traffic, but when it comes to converting shoppers and driving actual sales online, it’s all about the reviews.
Online reviews have a major impact on whether shoppers decide to pull the trigger and purchase products from brands or retailers they have not purchased from before. They also convey sentiment about products or services to which brands may not otherwise have access, which is why brands that disregard the online reviews posted by their customers are making a major mistake.
Beyond the star ratings lies a wealth of information. Sentiment and opinions can be used to shape the way brands develop their highest-selling products. Given the volume of reviews posted each day, however, it would be impossible for most major brands to analyze every customer reaction individually. Instead, a growing number of brands are utilizing artificial intelligence (AI) technology to extract and analyze the sentiment from product reviews. (Street Fight’s parent company, Brandify, offers a similar AI-powered review analysis tool in partnership with IBM Watson. Brandify’s tool is focused on reviews of local businesses.)
Here are five examples of platforms that offer this type of AI technology for analyzing customer feedback posted online.
3. Revuze: Spotting shifts in consumer interests
Global brands like Neutrogena, KitchenAid, and Gillette use Revuze to better understand the sentiment being expressed in consumer product reviews. Revuze’s algorithm spots shifts in interest in products or features, as well as emerging trends—for example, if people shopping for beauty products are suddenly interested in a new ingredient. The company’s AI-powered text interpretation engine constantly scans its clients’ online and offline data sources and then creates reports that executives can use to drill down into any element of any product. In addition to analyzing the reviews being posted on a brand’s own website, Revuze also tracks Facebook, Twitter, call centers, chat logs, and in-store data.
To read the full article go to https://streetfightmag.com/2019/02/26/5-platforms-using-ai-to-analyze-customer-reviews/
