Lotte Members Develop Review Analysis Algorithm for Resorts and Golf Courses... "From Ratings to Additional Comments"

[Asia Economy Reporter Lim Chunhan] Lotte Members announced on the 10th that it has developed a deep learning algorithm to analyze reviews of Lotte Resort and Lotte Skyhill CC and completed application testing this month.

From March to September last year, Lotte Members collected voice-of-customer data from over 20,800 customers who used Lotte Resort Buyeo, Sokcho, and Jeju, and from June to September last year, from over 8,000 customers who used Lotte Skyhill CC Buyeo, Gimhae, and Jeju. Based on this, they developed a resort-customized deep learning algorithm that can analyze customer ratings on categories such as service, cleanliness, rooms, bedding, food and beverage, and facilities, as well as perform sentiment analysis on other comments.

Currently, a customized dashboard for Lotte Resort is also being built, and once completed, resort staff will be able to automatically extract reports or easily visualize data through word clouds and more. Additionally, resorts can check detailed customer opinions for each room through keyword heatmaps by room on the dashboard, and golf courses can understand customer feedback on detailed aspects such as caddies, clubhouses, and rest areas, beyond just courses and facilities.

A Lotte Members official stated, “By visually providing the analysis results of the voice-of-customer based on the deep learning algorithm, resort managers can quickly and intuitively grasp customer demands,” adding, “We will continue to expand the provision of insights based on data analysis and deep learning to various group companies within the Lotte Group.”

This content was produced with the assistance of AI translation services.