How the Portland Trail Blazers cut their guest feedback review time by 94% with AI and automation

The Portland Trail Blazers revolutionized their guest feedback management by implementing AI and automation, drastically reducing manual survey review from 50 hours to just three hours per week, managed by a single person. This transformation allowed for faster response times, with fans receiving feedback within 24 hours, thereby enhancing fan engagement and loyalty. The system, powered by a trained GPT assistant, triages survey responses by sentiment and severity, routing them to appropriate departments via Slack channels, and enables personalized communication using internal tone guidelines. Additionally, the Trail Blazers established a "Brand Hugs" Slack channel to celebrate positive fan experiences, boosting staff morale and uncovering new business opportunities. This comprehensive approach not only improves efficiency and customer service but also strengthens fan relationships and empowers staff, marking it as the team's most valuable AI initiative to date.