Edmunds’ Post

The consumer review. Ubiquitous in modern society, shopper feedback plays a critical role in the customer decision-making process for anything from a Friday night date spot to running shoes to wearable tech and, yes, even car purchases. As a barometer for consumer sentiment in car shopping, Edmunds receives hundreds of vehicle and dealer reviews on a daily basis. And each post requires careful vetting and verification before it can be added to the site. All that screening takes considerable time and manual effort that could be utilized on more essential tasks. So tapping into our test-and-learn ethos, the Service Engineering team at Edmunds sought to streamline our process via the support of a GenAI model that could automate parsing and analysis of the daily flow of hundreds of reviews we receive. With the help of Databricks Data Intelligence Platform, here’s how we streamlined our dealer review moderation process: 🤔 The challenge - remove the manual moderation bottleneck: Previously, manually sifting through and moderating hundreds of daily reviews took days, delaying publication and frustrating customers. 💪 Generative AI to the rescue: Edmunds implemented generative AI models to automate review analysis and publishing. These models can process reviews in minutes, significantly speeding up the process. 🔑 Key benefits: This frees up moderator staff time for more valuable tasks like investigating complex reviews or addressing user concerns. Faster review and publication keeps customers informed and engaged in the car buying journey. 📈 Scalability with Databricks: Model serving facilitates experimentation with different AI models. This allows Edmunds to easily compare models and select the one that delivers the best results for their specific needs. 🔨 Expanding AI usage: The success of this project has us excited about the possibility of leveraging generative AI for all our reviews, further enhancing the customer experience. Check out the full story below for a closer look at how Edmunds is using GenAI to match the highest quality dealers with the right shoppers, facilitating smarter purchasing decisions each and every time: