Michelin Customer Feedback NLP Analysis

Michelin Australia is part of the global Michelin Group, a worldwide leader in tyre manufacturing and mobility solutions. With a strong focus on innovation and quality, Michelin supports a wide range of industries, from passenger vehicles to mining while continuously improving their customer experience through data-driven insights.

Our client who leads the Voice of Customer department at Michelin has found their Customer Relations at risk, due to frequently inaccurate analysis results from their NLP which directly affects their critical insights for Customer Feedback. Our team developed the AlphaMetrics NLP Verbatim Analysis System, a modern Microsoft-integrated solution that automatically analyses open-text customer feedback from Salesforce with upwards of 90% accuracy. Built with a combination of Microsoft’s suite of flagship AI development tools and integrating into the 365 catalogue, the system delivers real-time, actionable insights through dynamic dashboards, helping teams at Michelin quickly identify trends and respond to customer needs. It is secure, efficient, and designed to turn raw feedback into a clear direction to help Michelin secure their present Customer Relationships into the future.