CASE STUDY
" Previously, we spent hours manually sifting through customer feedback," said Jimenez.
" Now, we have a system that distils everything down to what really matters, daily, in real time. It’ s made us more agile, more proactive and ultimately, more in tune with what our customers want and expect."
Beyond efficiency, the solution has had a noticeable impact on employee morale. Frontline teams now have greater visibility into what customers appreciate, reinforcing the value of their work.
Importantly, the system records no personallyidentifiable information of customers or staff – helping EVT maintain a robust privacy posture.
The success of the project in New Zealand has buoyed the company to roll the solution out across many of its cinemas in Australia. In turn, the success has also laid the foundation for further innovation within EVT. The company is now exploring ways to expand its use across other brands and business areas, including hotels and resorts.
Additionally, the ability to track emerging trends over time is expected to help EVT make more strategic, data-driven decisions about future service improvements.
“ What GenAI has proven it can do better than any human already is summarise vast streams of data within minutes, which is proving a boon for EVT,” said Tony Butler, MD, Decision Inc. Australia.
“ A business in the service industry relies on its reputation and the better it can understand and respond to customers, the better for its reputation.” p
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