Automated Guest Review Transcription and AI Sentiment Analysis

Automated Guest Review Transcription and Sentiment Analysis

1. Data Collection

1.1 Gather Guest Reviews

Collect guest reviews from various sources such as:

• Online travel agencies (OTAs) like Booking.com and Expedia
• Social media platforms
• Hotel websites
• Customer feedback forms

2. Transcription Process

2.1 Utilize AI Transcription Tools

Employ AI-driven transcription tools to convert audio or written reviews into text format. Recommended tools include:

• Otter.ai: Provides real-time transcription and can integrate with various platforms.
• Rev.com: Offers both automated and human transcription services for accuracy.

2.2 Review and Edit Transcriptions

Ensure the accuracy of transcriptions by performing a quality check. Utilize AI tools like:

• Trint: Offers editing features to refine transcribed text.

3. Sentiment Analysis

3.1 Implement Sentiment Analysis Tools

Analyze the transcribed guest reviews using AI sentiment analysis tools. Recommended solutions include:

• MonkeyLearn: Provides customizable sentiment analysis models to gauge guest sentiments.
• Lexalytics: Offers text analytics and sentiment analysis tailored for hospitality.

3.2 Categorize Sentiments

Classify sentiments into categories such as:

• Positive
• Negative
• Neutral

4. Reporting and Insights

4.1 Generate Reports

Create detailed reports based on the sentiment analysis results. Use visualization tools such as:

• Tableau: For comprehensive data visualization.
• Google Data Studio: To create interactive dashboards.

4.2 Actionable Insights

Provide actionable insights to management for improving guest experiences based on feedback trends.

5. Continuous Improvement

5.1 Monitor and Update

Regularly monitor guest reviews and sentiment trends to adapt strategies and improve service quality.

5.2 Feedback Loop

Establish a feedback loop to ensure that insights from sentiment analysis are integrated into operational improvements.