Leveraging AI to Transform Customer Insight for a Major Telecom Player

A leading telecommunications and internet service provider, known for its competitive pricing and generous data offerings, faced challenges with customer satisfaction due to issues with network coverage, service reliability, and customer support.

To enhance satisfaction and maintain competitiveness, the company sought deeper insights into customer feedback, particularly understanding the drivers behind Net Promoter Scores (NPS) and overall satisfaction ratings. However, traditional methods of analyzing open-ended survey responses, such as theming and coding, proved insufficient for uncovering the nuanced insights needed to inform strategic improvements.

Yabble Gen was deployed to help the client move beyond surface-level patterns in customer feedback and uncover deeper, actionable insights. By allowing the team to interact with survey data using natural language, Gen made it possible to explore the underlying drivers of Net Promoter Scores (NPS) and satisfaction ratings.

The tool enabled dynamic questioning of responses, rapid summarization of trends, and segmentation by key factors, giving the company a nuanced understanding of customer experiences and priorities—insights that traditional theming and coding methods had struggled to reveal.

By using Yabble Gen, the client was able to transform the way they analyzed customer feedback, gaining deep insights from over 33,000 survey responses in a fraction of the time manual methods required. What previously would have taken 185 hours of coding and analysis was reduced to minutes, with Gen enabling natural-language exploration of the data, surfacing key drivers of NPS and satisfaction, and providing concise, actionable summaries.

This accelerated insight generation allowed the company to quickly identify critical service issues, understand customer priorities, and make informed decisions to improve network reliability, customer support, and overall satisfaction—turning a slow, labor-intensive process into a fast, strategic advantage.