This article describes how AI can automate customer feedback handling for solo developers and small teams, preventing issues from piling up and improving the feedback loop. It details a workflow using tools like Anthropic Claude, Google Sheets, Slack, and Resend to classify reviews, log them, trigger alerts, and send automated replies.
Hapag-Lloyd's Digital Customer Experience and Engineering team developed a generative AI-powered feedback analysis solution. This solution, built using Amazon Bedrock, Elasticsearch, and open-source frameworks like LangChain and LangGraph, transforms customer feedback into actionable insights.
The author describes an inexplicable user drop-off, discovering a critical bug was the real cause only by having direct conversations with customers. This direct approach transformed their view on the product and user feedback.