Healthcare Retailer

Company Profile

Fortune 50 Retailer

Industry

Healthcare Retail

Region

Executive Summary

A Fortune 50 retail giant faced a challenge in understanding customer sentiment towards its private label products. Lacking a complete view of customer feedback, product development decisions were made with only partial insights, potentially impacting brand perception and sales. This case study examines how their brand innovation team partnered with Aible to leverage GenAI and gain a 360-degree view of customer sentiment, enabling data-driven product development, go-to-market, and operational strategies.

Challenge

The retailer grappled with an overwhelming volume of customer reviews across their own sites and 3rd party websites, making it impossible to manually analyze and extract actionable insights. Although their analytics and business teams had evaluated other solutions, the insights, specifically GenAI responses, were inconsistent. This data overload resulted in:

Delayed Product Development

Changes to in-house-branded products were implemented slowly due to manual analysis of customer reviews.
Missed Opportunities

Valuable customer feedback remained buried, hindering the ability to improve sales for poorly stocked products.
Inefficient IT Resource Allocation

Significant time and IT resources were wasted on manual review analysis and attempts to build an in-house solution.

Solution

The retail company partnered with Aible to implement an AI-powered solution that provided a comprehensive view of customer sentiment. The first prototype was completed within 24 hours with 74 iterations created in 30 days. The queries performed on the reviews allowed product teams to make guided decisions on product enhancements. Key benefits included:

Data-Driven Decision Making

Aible's platform analyzed vast quantities of customer reviews, identifying trends, and surfacing actionable insights. This enabled the product teams to make informed decisions regarding product enhancements and a new road map for feature development.
Proactive Issue Addressing

The solution allowed the marketing, distribution and product teams to identify and address negative feedback proactively, mitigating potential brand damage and improving customer satisfaction.
Resource Optimization

By automating the review analysis process, Aible accelerated speed to insights to free up valuable time for their brand team, allowing them to focus on larger strategic initiatives.

Use Case & Project Details

Use case:  Voice of the Customer

Potential Project Results:  
Product enhancements based on customer reviews 

Technical Highlights: 
First iteration in 24 hours,
6 iterations in 48 hours,
74 Iterations in 30 days,
Secured within the customer’s Google Cloud account

Time from Data Provision to Project Completion:
~30 days

Voice of Customer

Fortune 50 Retailer Improves Product Roadmap Development and Go-To-Market Using GenAI by Surfacing 360-Degree Customer Sentiment in Days

Tech Stack

The Retailer leverages Google Cloud to store their data, which includes the semi structured assets, to solve this use case. In delivering this use case the data was always contained within their private cloud account, where the models were also deployed into - showing necessary enterprise-grade security and guardrails for data privacy and residency. Using prompt augmentation with Aible, contextual insights in the language of the business team were surfaced via summarized chats.The key aspect to their GenAI implementation methodology was twofold: First, rapid iteration of the GenAI project and results which was led by the Digital Team and also involved the brand team (business users) who helped ideate and validate the iterations. Six iterations in 48 hours were delivered for this purpose. Second, iterative improvement was important to ensure that the model was trained specific to the retailer’s data structure, business terminology, and team personas.

Results

Aible helped the Brand Innovation team be able to query their product reviews within seconds, allowing them to have the voice of the customer inform their future product decisions. Aible's solution was rapidly deployed, with a working prototype delivered within 24 hours, which typically would have taken several months. The iterative development process resulted in 74 iterations in 30 days, showcasing the platform's flexibility and responsiveness to business team’s evolving needs. While concrete impact metrics are still being measured, the solution has already delivered significant qualitative benefits:

Increased Customer Focus:

Product development decisions are now driven by data-backed insights into customer preferences. 
Enhanced Agility

The ability to quickly analyze customer feedback enables go-to-market teams to respond to market trends and customer needs more effectively. 
Improved Resource Allocation

Freed from manual data analysis for both IT and business teams who can now focus on higher-value activities.

Future Plans

The retail company plans to expand the use of Aible's solution across other areas of the business, leveraging its capabilities to drive further customer-centric innovation and optimize operations across customer satisfaction, product sales, and brand perception.