Using AI to analyse Google Play Store reviews: What problems do airline customers have?
Our team wanted to test Cx MOMENTS AI analytics engine on vertical domains that we had no experience in ourselves. The goal was to check how helpful our technology would be in discovering relevant and insightful topics in a new “greenfield” domain.
We analysed Google Play store user reviews of mobile airline apps to understand what drives, in the users own terms, their satisfaction or dissatisfaction. Here is a summary of what we learned.