From Misinterpreted Feedback to Intelligent Insights: How KPI Partners Transformed Sentiment Analysis with GenAI

A leading global insurance and risk management organization headquartered in London, with operations across North America and a workforce of over 66,000 employees. The organization leverages client feedback analytics across its sales dashboards to drive decision-making and improve customer experience.

However, legacy sentiment analysis models struggled to interpret nuanced and mixed client feedback, resulting in inconsistent insights and increased manual effort to manage model lifecycle and performance. The organization required a more scalable and intelligent approach to accurately understand customer sentiment at scale.