AI RESEARCH
Transforming the Voice of the Customer: Large Language Models for Identifying Customer Needs
arXiv CS.CL
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ArXi:2503.01870v2 Announce Type: replace Identifying customer needs (CNs) is fundamental to product innovation and marketing strategy. Yet for over thirty years, Voice-of-the-Customer (VOC) applications have relied on professional analysts to manually interpret qualitative data and formulate "jobs to be done." This task is cognitively demanding, time-consuming, and difficult to scale. While current practice uses machine learning to screen content, the critical final step of precisely formulating CNs relies on expert human judgment.