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Leveraging AI for Customer Insights

In this presentation, Brandon Gillihan, Director of Strategic Pricing at Bunge North America, discusses how his company overcame the challenge of processing hundreds of hours of recorded customer service calls. Because manually listening to this massive volume of audio was impossible, Bunge leveraged Large Language Models to transcribe and analyze the data. This innovative approach allowed them to extract rapid insights from daily customer interactions without replacing the essential human element of their customer service team. By applying AI to their existing customer call data, Bunge identified consistent systemic patterns, such as recurring rail delays, that individual representatives might have otherwise missed. Armed with these AI generated summaries, cross functional teams validated the recurring issues and proactively adjusted customer lead times. Ultimately, this strategic implementation of technology eliminated downtime and restored transparency, proving that Bunge did not need new data to improve operations. They simply needed a better way to listen. Full video:    • Brandon Gillihan - Bunge. "From Vinyl to V...   •••••••••••••••••••••••••••••••••••••••• For more videos and exclusive digital content, events, and cutting-edge research, visit us on socials (@theboeingcenter) and the web (https://www.olin.wustl.edu/bcsci). #supplychain #innovation #technology #business #ai #artificialintelligence