Context
Centralize customer review flows from an electronics leader in France and industrialize their analysis with AI and dashboards.
Approach
Pipelines to collect data from various providers and collection managers via API Airflow→BigQuery, GCP governance, NLP (HuggingFace, BERTopic, QA, LLM), delivery in Tableau dashboards and internal data distribution to other concerned teams.
Impact
Customer service instantly retrieves classified topics, escalated alerts and tracks requests more precisely. The product team identifies and anticipates defects and logistics issues. The legal team anticipates litigation.
Sources integrated
+25
Reviews analyzed
All of France
What we delivered
- Multi-API collection (mystery shopping, CRM, social, reviews) orchestrated by Airflow.
- Cloud policies: team segmentation, data localization, security and best practices.
- Analysis and classification pipeline with LLMs.
- NLP pipelines for similarity, sentiment and topics across multiple languages.
- Design and implementation of dashboards used daily by the Customer & Market insights team.
- Documentation and training for data/business teams.
- Automated insight exports to marketing BUs and agencies.
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