Wix predicts user sentiment with IBM Watsonx.ai

Wix, a leading SaaS website building platform empowering over 263 million users globally, sought to enhance its customer care by leveraging AI to predict user sentiment. Recognizing the limitations of traditional sentiment analysis models, especially with long conversational datasets and subjective topics, Wix aimed to gain comprehensive, real-time insights into customer sentiment towards its products and support services.

To overcome these challenges, Wix partnered with IBM's CTO Office, IBM Research, IBM Expert Labs, and IBM Client Engineering. Together, they developed a machine learning model using IBM watsonx.ai, enabling collaborative development, data sharing, and rapid training and testing. The integration of GPUs ensured swift inference directly from notebooks, significantly streamlining the process.

The deployment of the AI-driven sentiment analysis tool has transformed Wix's customer care operations. Now actively monitoring user sentiment in real-time across approximately 50% of Wix support interactions (with plans to expand to 100%), Wix gains invaluable insights for optimizing representative operations and fine-tuning products based on user feedback. This proactive approach has led to the AI model's sentiment prediction becoming a key performance indicator (KPI) guiding the entire organization.

Value Results:

• Enhanced Customer Understanding: Achieved a 100% increase in interactions covered by sentiment analysis, providing a holistic view of customer perceptions.

• Real-Time Feedback: Gained instant feedback on interaction sentiment, replacing the slow and often biased manual survey process.

• Improved Customer Care: Enabled proactive optimization of customer care operations and product development based on real-time sentiment data.

• Data-Driven Decision Making: Integrated sentiment prediction as a key KPI, guiding organizational strategies and improvements.