Domo announced that ESPN is using Domo App Studio to enhance its customer service experience. With the support of Domo Partner RXA@OneMagnify, a leading global applied AI and data science consultancy, ESPN created a custom app that analyzes their customer service survey data at scale to create better experiences for their fans. As a multifaceted business, ESPN has a large and sophisticated contact center that supports fans with topics ranging from the ESPN+ app to their fantasy portal.

Customer interactions with the center were historically tracked through star ratings on a one to five scale, but ESPN?s team discovered that the written context that accompanied reviews wasn?t captured in a scalable way, leaving a lot of valuable insight on the table. The numerical data lacked specifics on how to serve customers better, which contact center agents were performing well and where additional training was needed. Domo?s low-code app builder, Domo App Studio, offers an intuitive drag-and-drop interface that allows customers to create custom layouts and branding for their app.

Together, ESPN and the RXA@OneMagnify team developed a custom application that included a bespoke Large Language Model (LLM) and Domo?s AI Model Management layer to separate text in customer reviews and score sentiment and the emotional journey in customer feedback.