Automatic, Real-time Classification of User Feedback Using Large Language Models

Abstract: In this paper we discuss an ongoing multi-year project that aims to make open text feedback more accessible and useful to UX practitioners by automating classification and providing real time access to comments, themes, and analysis. By significantly lowering the time and knowledge cost of implementing automated solutions, we aim to effectively democratize our data analysis processes, allowing and encouraging non-technical stakeholders to access and leverage data on their own. We share both the organizational and technical constraints we have encountered over the course of this project, and the solutions we have prototyped as a result of those constraints.