CASE STUDY
EVT, one of Australia’ s largest entertainment and hospitality groups, is set to roll out an AI-powered sentiment analysis solution – developed in partnership with Decision Inc., a leading Global Technology Services consultancy – to its cinema operations across Australia this year.
The solution transforms how EVT listens to customers leveraging GenAI, allowing the company to quickly understand sentiment and direct feedback and take action each day to rectify issues and provide feedback to staff.
" Decision Inc. Australia helped us turn large quantities of customer feedback into insights our teams can actually use. We’ re now able to instantly identify issues, such as a broken seat or air conditioning concerns, and act immediately.”
Acting on all feedback and improving experiences
With iconic brands such as Event Cinemas, QT, Rydges and Thredbo, EVT pitches itself as being in the business of creating exceptional experiences.
The roll-out follows a successful trial at sites across EVT’ s cinemas in New Zealand.
" This wasn’ t just about automation – it was about making feedback actionable," said Denis Jimenez, Group GM of Data Analytics and AI, EVT.
As part of its strategic Elevate Our Customers initiative, the company sought to equip general managers and executive teams with near-real-time customer insights to enhance decision-making, refine service delivery and improve issue resolution across its cinemas, hotels, restaurants and resorts.
CUSTOMER EXPERIENCE IS EVERYTHING IN OUR
INDUSTRY, BUT WHEN YOU’ RE DEALING WITH THOUSANDS
OF COMMENTS A MONTH, SEPARATING REAL ISSUES FROM BACKGROUND NOISE BECOMES
A SERIOUS CHALLENGE.
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