Eleven helped a world leader in travel booking to better understand customer expectations and pain points. The objective was to analyze and categorize traveler complaints filed online, and to enable comparative analysis of the results obtained according to traveler profile.
Around one million customer reviews posted on the leading social networks (X/Twitter, TripAdvisor, Trustpilot, Travellerspoint) was utilized through artificial intelligence-enhanced analysis and processing.
Eleven has developed an innovative pipeline that extracts complaints from comments using a Large Language Model (LLM), and categorizes and prioritize them with a Deep Neural Network (DNN) according to around one hundred groups and sub-groups.
An interactive dashboard visualization allows our customer to freely explore the different categories and sub-categories of reviews, read examples of associated comments, and visualize the differences in results for each traveler profile.