Kevin Hanley, Data Science Manager & Chris Cashman, Data Scientist at Musgrave
This presentation explores how Musgrave is using AI to transform customer feedback into real-time, actionable insight.
At its core is the Voice of the Customer Bot — a system designed to listen, interpret, and respond to customer sentiment at scale. By combining transactional feedback (tNPS) with orchestration frameworks and traditional analytics, the bot enables teams to close the loop faster, uncover hidden trends, and elevate the customer experience. The concept emerged from a culture of innovation, proving how rapid prototyping and cross-functional collaboration can lead to enterprise-ready solutions that put the customer’s voice at the heart of decision-making.
