Intarget for BTicino
Voice of Customer Gemini AI
- DATA INTEGRATION
- INTERACTIVE DASHBOARD
- AUTOMATED CUSTOMER FEEDBACK ANALYSIS
BTicino collected customer feedback across multiple platforms (e.g., Amazon, Qualtrics, App Store), but the large volume of data made manual analysis time-consuming and complex. The main challenge was to develop an automated system to categorize feedback and deliver clear, actionable insights on customer satisfaction. Specifically, BTicino required detailed review segmentation to identify recurring preferences and issues. However, the complexity of configuring and managing prompts for Gemini necessitated a targeted approach to ensure accurate and useful outputs.
Strategy
The project began with the development of an Extract, Transform, Load (ETL) pipeline using BQ Dataform, enabling the collection, organization, and harmonization of data from diverse sources into a centralized BigQuery environment. This eliminated information silos and ensured more efficient data management.
Next, Gemini was leveraged to automate feedback analysis, categorizing data into macro-themes such as “Purchase Process,” “Product Opinions,” and “Customer Support,” with detailed subcategories like “Product Quality” and “Delivery Conditions.” To optimize results, the prompts were refined through targeted iterations, ensuring consistency and reliability.
Finally, the analyzed data was presented via an interactive Looker dashboard, designed to provide a comprehensive and customizable view of the collected feedback. The dashboard allows BTicino to access real-time data, displaying key trends and breakdowns by category.
The strategy was built to ensure flexibility and scalability, allowing for the addition of new data sources and analytical dimensions in the future while keeping the entire process within an integrated solution, without external systems.
Results
• Faster and more accurate insights: Centralized data streamlined access to up-to-date feedback, reducing the time needed to analyze customer opinions.
• Reduced data retrieval and analysis time: Automation eliminated manual processes, optimizing the identification of areas for improvement.
• Improved quality of analysis: Detailed categorization made it easier to identify critical trends, such as issues related to product quality or the purchasing experience.
The solution revolutionized how BTicino manages customer feedback. The entire pipeline—from collection to visualization—is now fully automated and centralized, providing a robust foundation to optimize the customer experience.
Thanks to the interactive dashboard, BTicino can monitor customer opinions and make more informed decisions, aligning product and service improvements with actual consumer needs. The solution not only simplified decision-making but also established a scalable and integrated feedback management system, ready to support the brand’s future growth.
