Turning customer insights into AI-powered growth (and how D/AI Coach makes it simple)

Up to 72% of organisations have now adopted AI in at least one business function. If you’re part of that remaining 28%, it’s time to catch up.

Undoubtedly, AI has become essential for businesses, with applications spanning all industries, streamlining tasks and boosting efficiency in all operations.

Whether it’s:

• Automating routine scheduling
• Crafting personalised experiences for both internal and external communication
• Delivering data-driven insights for decision-making
• Enhancing customer support
• Optimising team workflows with intelligent tools

…And more.

In hospitality and retail, where outstanding customer service and experience are vital, AI has caused major disruption by boosting:

• Personalisation: AI crafts individualised experiences, from personalised recommendations to custom services.
• Efficiency: AI automates routine tasks such as inventory management and customer support, boosting productivity.
• Cost savings: Automation reduces costs, optimising resource use and increasing profitability.
• Real-time insights: AI provides instant insights, enabling businesses to make informed decisions and improve customer engagement.

Not all AI solutions are created equal

You’ve likely heard about AI, but did you know it comes in different models?

General AI models can handle different tasks, are more versatile, and adaptable. These include models such as GPT, BARD, and CLAUDE—and while they are the most-known, they are not always the best fit for every use case as this broad focus can sometimes miss the specific needs of niche industries.

On the other hand, Vertical AI models are tailored for specialised applications. These models are trained on domain-specific data, making them highly effective in understanding industry nuances.

D / AI Coach —Data Appeal’s reputation management platform— is an example of vertical AI use, as it specialises in a specific domain or industry. It relies on data from the platform, meaning the information it processes is secure, reliable, and uniquely tailored to the brand. This personal data helps the AI coach provide highly relevant and customised guidance, making it an effective tool for businesses looking to enhance their performance and engagement through AI-driven insights.

Building the best customer experience with AI

D / AI Coach is a textbook example of how AI can be used to understand customer needs, improve interactions, and create more personalised experiences.

Studies suggest personalisation can lead to a revenue increase of up to 25% (McKinsey), resulting in higher profits.

So, a win-win for both businesses and customers.

But how can you truly stay in tune with what your customers want?

Simple—by listening to them.

And where can you truly listen to the voice of the customer?

Right where they express most of their opinions about any product or service: the internet.

The role of reviews and sentiment in success

Reviews can be a company’s biggest asset or its worst liability, as they’re key to driving consumer decisions.

95% of consumers read reviews before making a purchase. One in every two consumerstrust reviews as much as personal recommendations from friends and family.  

Building a strong online presence is the best investment you can make in today’s digital world.

By staying on top of customer feedback, businesses can identify areas of strength to build upon and weaknesses to address. This proactive approach helps companies stay aligned with customer expectations and resolve issues before they escalate.

Research consistently shows that improving the perceived customer experience, even by just one point on a 0-5 scale, can have a substantial impact on a business’s performance. A modest boost in customer satisfaction can enable businesses to:

• Raise their price points without driving customers away, as consumers are more willing to pay a premium when they perceive greater value in the experience.
• Increase revenue without losing customers or occupancy, creating a more profitable business model that can scale effectively.

Managing your online presence, especially in terms of reviews, means actively monitoring, analysing, and responding to customer feedback across various platforms—including tracking reviews, assessing customer sentiment, and identifying trends. This enables companies to quickly address negative feedback, amplify positive reviews, and continuously improve their reputation.

By automating review requests and crafting consistent, personalised responses, businesses can build trust with customers, enhance their online image, and ultimately drive better engagement and sales.

D / AI Coach: Your next GenAI assistant

Built on over a decade of expertise at Travel Appeal,  D / AI Coach is a state-of-the-art AI-driven tool designed to transform how businesses manage their reputation and online sentiment.

Tailored for hospitality, F&B, and retail businesses, D/AI Coach is the all-in-one solution for managing reviews and online reputation. It empowers users to not only monitor but actively enhance their customer experience by tracking and improving their digital presence.

By streamlining daily processes, saving time on managing digital footprints, and simplifying decision-making, D / AI Coach helps businesses improve outcomes and create stronger, more meaningful customer interactions.

Here’s how it works: 

1. Smart Insights

D / AI Coach leverages AI to process hundreds of customer reviews in real time. It intelligently:

• Summarises key feedback, offering businesses a comprehensive overview of customer sentiment without having to sift through each individual review.
• Identifies common strengths that your business is excelling at, as well as areas for improvement, allowing you to focus on critical factors that could enhance customer satisfaction.
• Provides actionable insights to guide strategic decision-making, enabling businesses to take proactive steps in refining their operations, services, and offerings.

2. Destination Preview

D / AI Coach comes with an exclusive module (the only one of its kind!) that gives businesses a competitive edge by analyaing key factors of the destinations where they operate.

• OTA pricing and saturation: Understanding pricing trends and market saturation allows businesses to adjust their strategies to remain competitive and profitable.
• Local events: By analysing upcoming local events, D / AI Coach helps businesses anticipate shifts in demand, enabling better resource and pricing planning.
• Tourist flows and demographics: D / AI Coach helps businesses identify and predict visitor trends, including where customers are coming from, what they value, and when to expect increased demand.

3. AI Review Responder

One of the most powerful features of D / AI Coach is its ability to streamline review management.

Through its AI-powered response, it creates tailored responses to customer reviews, saving businesses significant time and effort while ensuring that every reply maintains professionalism and a personalised touch.

This feature not only helps businesses stay responsive but also improves customer relations by providing timely, thoughtful responses that showcase a commitment to feedback.

4. Semantic Ratings

D / AI Coach doesn’t just collect reviews—it breaks them down into actionable data through granular semantic analysis:

• Topic analysis: The tool identifies and scores specific themes like service quality, food experience, cleanliness, and more, offering businesses a clear view of what customers are saying about each aspect of their service.
• Key performance areas: By assigning scores to these themes, businesses can measure performance with precision, enabling data-driven decisions that lead to enhanced customer experiences and improved service delivery.

Meet your new AI-powered partner

D / AI Coach is not just a tool—it’s an AI-powered partner that revolutionises how businesses optimise strategies and improve their online reputation.

Its seamless integration and advanced analytics help businesses stay ahead of the competition by offering a 360-degree view of customer sentiment, competitive trends, and future opportunities.

Whether you are managing a single-location business or a multi-national chain, D / AI Coach adapts to your unique needs, delivering smarter, more efficient ways to engage with customers, monitor your brand health, and drive growth.