Waterscan replaced Excel-based data models with Looker to deliver faster, more flexible reporting for its Waterline product and internal teams.The embedded analytics implementation connects Looker to Waterline, builds a data model, embeds dashboards, and configures customer permissions.Waterscan also uses Looker to automate invoice exception detection, alerts, and workflow handling across finance, retail services, operations, and account teams.
Use case type
Customer experience analytics
This category uses AI to analyze customer interactions, feedback, and behavior across channels. It helps organizations identify service issues, understand customer needs, and improve engagement.
Use cases
33
Examples
33
Industries
12
Timeline
14 mo
Data updated 1 day ago
Adoption over time
Documented cases per month
By case publish month · completed months only
31 cases documented across 37 months (Jul 23 – Jul 26), peaking at 9 in May 2026.
1 earlier case before Jul 23 not shown
Each column counts every documented case of this type by its publish month, across the full corpus. The in-progress current month is excluded from columns and surfaced separately, and cases published before the charted window are summarized as earlier cases instead of plotted.
Company examples
Use cases of this type
10 shown from 33 use cases
GCPJun 7, 2026
IKE Smart City: Empowering cities and their residents with actionable air quality data
IKE Smart City is a sister company of Orange Barrel Media that provides smart city kiosks connecting cities and people with critical information.The company integrated Google Maps Platform Air Quality API into its kiosks to provide hyper-local air quality conditions for residents, visitors, and city partners.
GCPJun 6, 2026
Black Eyewear: Gemini-powered frame agent with Vertex AI Vision for personalized eyewear recommendations
Black Eyewear uses Google Cloud to extend its in-store optical consultation experience online.The company labeled thousands of images with Vertex AI Vision and trained multiple specialist models to capture nuanced facial-structure and frame-geometry judgments.It built a web-based frame agent powered by Gemini Flash to converse with shoppers and guide product exploration, and integrated virtual try-on using Nano Banana 2 orchestrated through Gemini Flash.
MicrosoftJun 4, 2026
Spotfire Copilot conversational analytics built on Azure AI Foundry and Azure OpenAI Service
Spotfire built Spotfire Copilot as a conversational analytics layer using Azure AI Foundry, Azure OpenAI Service, and Azure AI Search.The solution lets users query complex datasets with natural language, generate visualizations, and receive AI-assisted explanations inside the Spotfire experience.The company reportedly moved from a pilot to a full-scale rollout in months and deployed to thousands of enterprise users.
Facile.it is one of the main Italian online price comparison platforms in the market of insurance products, utilities and financial products.The customer case study describes how Google Cloud technologies were used to centralize data management, speed up machine learning model training and deployment, and improve customer experience and conversion performance.
Telenor Norway modernized its analytics and customer service data platform by migrating on-premises data warehouse and call analysis workloads to Google Cloud.BigQuery became the central hub for storing and processing data, while Vertex AI clustered and analyzed customer call data to improve understanding of customer needs and enable predictive routing to the most suitable agents or specialists.The new platform also recreated dashboards in Looker, used Dataform for data transformation, and laid the groundwork for AI-assisted self-service and more personalized customer interactions.
Kapiche is a conversation intelligence platform that transforms unstructured customer conversations into analyzable data for enterprise voice-of-customer programs.The solution uses Vertex AI and Gemini to normalize feedback, extract themes, and predict churn risk across calls, emails, chats, and reviews.It also uses Natural Language AI, Cloud Translation, Text-to-Speech AI, Google Kubernetes Engine, Security Command Center, VPC Service Controls, Cloud SQL, and Compute Engine to support multilingual analysis, scalable deployment, and security monitoring.
Kapiche
Other
OtherGCPMay 30, 2026
OfficeRnD builds embeddable BI platform using Looker and plans Gemini in Looker for natural-language insights
OfficeRnD built a central Data Hub and embedded Looker into its product with Looker Embedded and LookML to replace many static dashboards with dynamic, role-based analytics for customers.The company also announced a proof of concept with Gemini in Looker for natural-language insight queries.
GCPMay 27, 2026
Transcom: Delivering world-class customer service with insightful data from BigQuery and Looker
Transcom provides digitally enhanced customer experience services to 300+ of the world’s best-known and most ambitious brands which rely on on-, off- and nearshoring services across 69 contact centers and work-at-home networks in 26 countries.The company uses Google Cloud technologies including BigQuery, Looker, Contact Center AI, and Dialogflow Enterprise Edition to unify data and support customer service operations.
Centras Group, a Kazakhstan-based diversified business firm spanning investment, insurance, healthcare, IT, restaurants, events, and education, built Centras Rankings to analyze public customer feedback across review sites, maps, and social channels.The platform uses AWS services to translate multilingual reviews, perform sentiment analysis, apply automated tagging, categorize feedback into standardized themes, and produce analytical outputs that feed Centras Rankings and the C500 framework.
Common questions
Customer experience analytics at a glance
- How many customer experience analytics use cases are documented?
- The AI Use Case Hub documents 33 real customer experience analytics deployments across 12 industries, with 33 detailed company examples you can browse.
- Which industries adopt customer experience analytics the most?
- Customer experience analytics is most common in Retail (15%), Tech & Comms (12%) and Professional Services (12%).
- Which countries lead in customer experience analytics?
- United States leads documented customer experience analytics deployments, followed by United Kingdom and Canada.
- What technologies are used for customer experience analytics?
- Teams most often build customer experience analytics with Amazon Bedrock, Amazon S3 and AWS Step Functions.
- What AI capabilities power customer experience analytics?
- Across the documented deployments, the most common capability patterns are Agent (9%), RAG (9%) and Fine-tuning (6%).
- What results do companies report from customer experience analytics?
- Across the 33 deployments reporting outcomes, companies most often cite customer experience & trust (73%), new product / capability (67%) and speed & agility (58%). Where impact is quantified, the strongest evidence is in time & speed: a median −57.5% across 6 reported metrics.