This media and entertainment company prides itself on creating unrivaled customer experiences. With 24/7 customer service channels, these interactions present an opportunity for the company to understand its customers better.
In particular, the company knew that customer service chat conversations and app reviews hold a treasure trove of data.
But turning data into insights is often easier said than done. Text data is unstructured, meaning it doesn't fit well into a spreadsheet for quick analysis. Thankfully, new developments in machine learning – specifically natural language processing (NLP) – allow computers to interpret, manipulate, and comprehend human language so data scientists can automate much of the work.
Plus, the company didn't just want to analyze historical data – it also wanted to analyze customer chats in real time. The goal was to provide its customer chat agents with an ideal response using the power of generative AI (gen AI). But this would require customizing its own unique large language model (LLM).