FEEDBACKINSIGHT-AI: A SYSTEM FOR TRIAGE, CLASSIFICATION, AND SUMMARIZATION OF CUSTOMER FEEDBACK USING ARTIFICIAL INTELLIGENCE

Authors

  • Filipe Magalhães
  • Matheus Marques
  • Ricardo Marciano dos Santos
  • Alfredo Nazareno Pereira Boente
  • Vinícius Marques da Silva Ferreira
  • Miguel Gabriel P. de Carvalho
  • Thiago Silva da Conceição
  • Rosangela de Sena Almeida

Keywords:

Artificial Intelligence, Automation, Customer Feedback, Natural Language Processing, Sentiment Analysis

Abstract

This article proposes FeedbackInsight-AI, an automated system for triaging, classifying, and summarizing customer feedback using Artificial Intelligence (AI) and Natural Language Processing (NLP) techniques. The objective is to optimize the handling of large volumes of messages received by companies, reducing response time and enabling more efficient information analysis. The study is based on a qualitative and descriptive approach, using machine learning models applied to sentiment analysis and text categorization. The methodology involves integration between communication (Gmail), management (Trello), and data analysis (Google Sheets) APIs, utilizing state-of-the-art language models (like GPT-4). The proposal aims to contribute to the advancement of intelligent automation in customer service processes and data-driven decision-making in organizations.

DOI: https://doi.org/10.56238/sevened2025.036-074

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Published

2025-11-27

Issue

Expanded Science: Innovation and Research - 2° Edição

Section

Articles

License

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

How to Cite

Magalhães, F., Marques, M., dos Santos, R. M., Boente, A. N. P., Ferreira, V. M. da S., de Carvalho, M. G. P., da Conceição, T. S., & Almeida, R. de S. (2025). FEEDBACKINSIGHT-AI: A SYSTEM FOR TRIAGE, CLASSIFICATION, AND SUMMARIZATION OF CUSTOMER FEEDBACK USING ARTIFICIAL INTELLIGENCE. Seven Editora, 1432-1446. https://sevenpubl.com.br/editora/article/view/8613