About EVT
EVT Limited is a publicly listed Australian company operating cinemas, hotels, restaurants, and resorts across Australia, New Zealand, and Germany. With iconic brands such as Event Cinemas, QT, Rydges, Atura Hotels, Independent Collection, LyLo and the Thredbo ski resort, EVT’s core business revolves around delivering premium entertainment and hospitality experiences.
To enhance how it listens to customers, EVT began exploring ways to not only automate the process but leverage generative artificial intelligence (GenAI) to quickly extract insights, identify emerging trends, and enable near-real-time operational responses.
The Requirement
EVT’s strategic initiative, “Elevate Our Customers”, aimed to enhance the customer experience by ensuring that all customer feedback, whether positive, negative or neutral, was captured, classified, and elevated where necessary to be addressed. Scaling this process effectively required automation.
- Over 30,000 customer comments received each month across its cinemas alone
- A traditional manual review process that required hours of review and analysis from General Managers
- Positive feedback was often overlooked, missing opportunities to reinforce what customers loved and boost team morale
“Data is only as good as the business’ ability to analyse it. When a business is obtaining streams of customer generated data, containing insights, opportunities, risks, and typos, it can be hard, if not impossible, to ingest, classify, and interrogate it all with complete accuracy.”
Tony ButlerManaging Director, Decision Inc. AustraliaEVT sought a scalable solution that would automate and optimise the capture and analysis of unstructured customer satisfaction survey feedback, and use GenAI to identify key survey themes, sentiment, and anomalies. It engaged Decision Inc. Australia to develop a bespoke AI-powered solution to transform its customer feedback process.
