Volkswagen Group Australia continuously captures customer feedback across multiple brands and dealership networks. The challenge was not collecting the data, but quickly and consistently extracting the right insights from large volumes of open-ended comments.

Prior to introducing the new AI features, reporting and analysis often required manually reading and evaluating thousands of customer comments. This was time-consuming and made it difficult to quickly identify the most important areas for action.

At the same time, field service and dealer management teams needed a quick overview of issues requiring special attention at individual dealerships or in specific regions. Manually evaluating large volumes of feedback made this preparation time-consuming.