AI meets CX: Deeper insights within SEAT’s customer satisfaction program

Christopher Harms, Luis Freile and Marc Zörnig

SEAT, a car manufacturer, developed a solution using Artificial Intelligence (AI), machine learning and statistics to extract deeper insights from SEAT's global customer satisfaction survey.

Introduction

Artificial Intelligence is one the biggest trends of the future. It seems like every industry is looking to adapt to the changes it will bring to our work and personal lives. Customer Experience is a change in how companies address and involve their customers. It is at the core of digitally connected brands. How do these two trends fit together?

In this case study we will show how SKOPOS developed a solution using state-of-the-art technology from the fields of Artificial Intelligence, machine learning and statistics to extract deeper insights from SEAT'S customer satisfaction survey. This thereby enabled SEAT to...

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