Building a VOC Intelligent Analysis Platform
Driving Product Innovation and Growth for a Retail Brand
Ecosystems & Alliances│ Success stories
Deloitte in collaboration with Alibaba Cloud, leveraged Alibaba’s BaiLian AI platform to build an emotion intelligence analysis system for a leading leisure food retail brand. The system connects enterprise operations with market feedbacks, routing customer insights directly to R&D, production, marketing, customer service, quality control, and supply chain teams. This enables faster product innovation, stronger brand building, and seamless internal coordination with closed-loop management.
About Client
The client is a leading leisure food brand specializing in research, processing, manufacturing, trading, warehousing, and logistics. With an integrated online-to-offline channel strategy, it has achieved full coverage across e-commerce, supermarket, new retail, and logistics networks. The company remains focused on consumer needs, continuously exploring product solutions and innovating retail models to deliver enhanced shopping experiences.
Requirements
Facing intense market competition and diverse consumer demands, the client aims to analyze customer review data to achieve the following objectives:
- Optimize products and services: Accurately identify product flaws, service gaps, and logistics bottlenecks to enable continuous iteration and improvement;
- Mitigate brand risks: Detect consumer dissatisfaction early to prevent major crises;
- Enhance operational efficiency: Improve customer satisfaction, reduce acquisition costs, and increase member repurchase rates.
Solutions
Deloitte partnered with Alibaba Cloud to develop a VOC (Voice of Customer) intelligent analysis system based on deep consumer insights and industry trends. By leveraging the Alibaba BaiLian platform, we delivered rapid deployment through two dimensions: IT solutions and product solutions.
Delivered Value
Deloitte | Alibaba Cloud
As a global strategic partner of Alibaba Cloud, Deloitte combines its market-leading innovation capabilities, industry expertise, and digital transformation experience with Alibaba Cloud’s cutting-edge technologies to build a global alliance network. We deliver high-quality, comprehensive solutions that support enterprises in achieving digital transformation - covering capability building, full-cycle implementation, and continuous evolution. Through this collaboration, we are creating sustainable value growth and earning recognition across industries.
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