CASE STUDY
But with over 30,000 customer comments submitted each month from its cinemas alone, keeping up with feedback was an escalating challenge.
Traditional manual review processes were slow, inconsistent and reactive – meaning critical issues were at times addressed too late and valuable positive feedback lost in the noise.
Scaling this process effectively was also a major obstacle – often leading to delays in identifying and resolving customer concerns.
" 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," said Jimenez. " We needed a smarter way to spot trends, flag urgent concerns and amplify what customers love – without drowning our teams in data."
Recognising the need for a scalable, AI-driven approach, EVT selected Decision Inc. Australia to develop a bespoke solution. Decision Inc.’ s expertise in data analytics and artificial intelligence made it the perfect partner to help EVT achieve its strategic goal.
Built with an advanced LLM and integrated into EVT’ s existing tech stack, the system delivers near-instant insights – categorising responses by themes such as service, cleanliness and value for money, then generating sentiment scores to prioritise action.
A custom-built Power BI dashboard consolidates this data into a single source of truth, giving general managers and executive teams a real-time view of customer sentiment. Operational issues are flagged instantly while strategic feedback is summarised and centralised to support long-term business decisions.
Granular actions can be undertaken quickly and accurately, with data privacy paramount
Now fully operational, EVT can decode customer feedback across its cinemas – turning thousands of unstructured comments into real-time insights – helping its teams respond faster, address issues in real time and improve overall service quality.
It can even help staff understand issues such as a broken seat – and advise them of the specific seat number that requires attention.
58 INTELLIGENTCIO APAC www. intelligentcio. com