Xebia launches AI tool to help travel companies assimilate customer feedback
Global IT consulting firm Xebia has launched a new tool to help travel companies better monitor and understand customer feedback.
The new tool, called the ‘Customer Feedback Intelligence Accelerator’, aims to help companies in the travel and hospitality industry manage the high volume of comments they receive from guests.
Organizations in these industries are often overwhelmed by information from post-trip surveys, online reviews, and call center records. While this data contains valuable information, much of it is never used because it is difficult to organize and understand quickly.
AI solution
Modern travelers expect companies to respond to their needs and adapt to their preferences in real time. However, many organizations struggle to turn raw feedback into useful plans. Standard reporting tools often provide surface-level scores but fail to explain why customer feelings are changing. This creates a gap between what customers say and how businesses respond, leading to missed opportunities to improve the guest experience.
The new solution from Xebia uses AI to bridge this gap. Instead of relying on manual reports that take weeks to produce, the system continuously analyzes incoming comments. It uses specialized digital tools to identify recurring complaints and emerging suggestions. These tools also evaluate the emotions behind the words and create visual summaries that are easy for staff to understand.
This technology is built on a powerful data platform that allows it to process massive amounts of information. It can handle text from various sources, including chat logs and social media, in multiple languages.
Because the system updates automatically as soon as new data arrives, managers can see emerging issues before they become major problems. This allows companies to be proactive rather than simply reacting to complaints after they have already happened.
No analyst required
One of the main benefits of this approach is that it makes data accessible to everyone in a company. Staff members do not need to be technical experts or data analysts to use the tool.
The interface allows teams to explore customer feelings through heatmaps and filters, for example. Findings can be easily shared through standard documents such as spreadsheets and presentations, ensuring that insights reach the people who make important decisions.
Analysis of feedback
A recent test involving 30,000 passenger records demonstrated the effectiveness of this system. While the numerical ratings showed a generally positive experience, more than 70% of the data was actually written text. The real insights were hidden within these written descriptions.
By focusing on the text, the tool identified specific problems and improvement opportunities that were invisible when looking at the average scores alone. This allows companies to move beyond simply asking what score they received and start understanding exactly what they should do to fix specific issues.
Continuous analysis of feedback
By turning customer voices into an active source of information, Xebia aims to help organizations become more efficient. This system ensures that feedback leads to concrete actions rather than just sitting in a database.
Travel and hospitality businesses can now use these insights to design better experiences and resolve issues before they escalate, creating a more responsive and guest-focused industry.
