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AI-Powered Customer Feedback Analysis and Real-Time Response System

coderio.com

Food & Beverage

Environmental Services

Challenges in Leveraging Customer Feedback for Strategic Decisions

CocaCola Andina struggled to systematically analyze customer comments, identify sentiment trends, and convert feedback into actionable insights across departments. Manual processes delayed response times and hindered real-time decision-making for improving customer loyalty and operational performance.

About the Client

A leading CocaCola bottler in Latin America focused on innovation, sustainability, and operational efficiency in beverage production and distribution.

Strategic Goals for Feedback Management

Transform customer feedback into a growth tool through AI-driven sentiment analysis
Automate categorization of feedback themes for targeted improvements
Generate real-time responses to customer comments
Enable cross-departmental reporting for strategic alignment
Correlate satisfaction metrics (e.g., NPS) with sentiment data for actionable insights

Core System Capabilities

Real-time sentiment analysis using machine learning
Automated theme categorization of customer comments
Dynamic response generation with customizable templates
Interactive dashboard for department-specific reporting
Integration of NPS and sentiment correlation analytics

Technology Stack Requirements

Python

AWS SageMaker

AWS S3

AWS Athena

OpenAI API

System Integration Needs

CRM systems for customer data
NPS survey platforms
Departmental reporting tools

Operational and Security Standards

Scalability to handle real-time feedback streams
Data encryption and compliance with privacy regulations
High availability for 24/7 feedback processing
Low-latency response generation for real-time interactions

Expected Business Outcomes

The solution will empower CocaCola Andina to enhance customer loyalty through faster, data-driven responses, identify critical operational inefficiencies, and align strategic decisions with real-time market sentiment. By correlating feedback with performance metrics, the system will drive continuous improvement across production, distribution, and customer service functions.