Organizations who provided suggestion or feedback form are commendable. I know the challenges of filtering those trolls and irrelevant inputs versus the ones that are bona fide feedback/suggestion. It is a worthwhile effort.

What is surprising is that not all application developers nowadays care about feedback or suggestion. It could be due to the immense amount of the data that these app developers are not built to handle, regardless of AI or no AI.

For example, Facebook. It has more than 5 billion downloads. That is 5e9. It has 103 million reviews. I am one of the reviewer and I have not received any response. My review could have been a needle in the haystack.

If I am an AI, what I would do is to filter those reviews that are 5 stars and throw them into ‘trophy’ bin. I would then filter those that are 3 stars or less and pay more attention to those that provided inputs versus no input. The no input ones would be disposed of into ‘haters’ bin. The remaining one are those worth studying. At the same time, I would also look at those with 4 stars and with input and bin them as ‘opportunities’.

For those inputs that required help or support, I would have responded in a way, i.e. provide help immediately (if applicable) or confirmed receipt and assured them that we will get back to them (if applicable). Those inputs that are deemed important would be escalated to the managment and tech team to manage.

Alas, big organization is complicated and there are plenty of silos that throttled the communication of information. Worst is when the Facebook developer is using 3rd party platform (e.g. Google Android) to build its services. Without affordable support from Google, esp. in terms of data analytics requirement, it causes blind spots to the app developers. For now, my 1 star input is just a lost needle.

Summary: review is a feedback/suggestion form. Unfortunately, it is not utilized by app developers and this is mainly due to inaccessible data. If there is accessibility, an AI is easily deployed to filter important data. The data is crucial for improvement.