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  • Writer's pictureHugh Gage

AI supercharges user insights

After years of seemingly hollow proclamations on how the AI enlightenment was just around the corner, last year on 30th November 2022 the genie was let out of the bottle when Open AI unveiled Chat GPT to the world.

The launch of Chat GPT was AI's iPhone moment. Since then Chat GPT has become the fastest growing web application in history.

Uses for Chat GPT are growing exponentially. New services using the technology arrive almost by the hour and our small corner of the digital economy is no exception.

Switch to receive.

Collecting user and customer feedback is always an exciting process. It's an opportunity to engage with actual people; to step into receive mode and listen to what they think about the products and services they've come to investigate. To gather their opinions and learn about their motivations. (Listening to other people is always more interesting than talking about oneself).

If possession is 9/10ths of the law (as the old maxim goes), then so too is perception 9/10ths of reality. What users think often becomes their reality. What they think about the products and services they are investigating represents an initial doorway through which meaningful engagement can be established.

Taming the feedback tsunami

But to gather feedback without introducing bias, we need to let people express themselves in their own terms; not necessarily by answering specific questions but by leaving comments in their own words... and they can say some pretty interesting stuff.

Also, to gather a meaningful understanding we need to simultaneously listen to the voices of hundreds or even thousands. That's a lot of unstructured text to process.

LLMs (Large Language Models) are tool for the job.

We can now use these tools to corral large volumes of "free text" user feedback into meaningful insights. We can do this in a fraction of the time it would have taken to gather insights from even a sample of these responses. That means we can be more agile in our response to the engagement process. It means we can be more sincere in our efforts to listen and respond to the needs to our audience.

If you would like to talk to us about how we can help you listen to your customers in this way, please get in touch. We'd love to hear from you.

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