Case Study: Decathlon achieves real-time review moderation with Utopia AI Moderator

Decathlon improves customer experience through AI-based moderation of consumer reviews

Decathlon, the world's largest sporting goods retailer, faced a significant challenge in moderating millions of customer reviews received annually across 33 different languages. The manual process was time-consuming, labor-intensive, and delayed the publication of reviews, negatively impacting the customer experience. They had been unable to find an automated solution that could handle their wide range of languages with high quality, leading them to partner with vendor Utopia Analytics and its Utopia AI Moderator service.

The solution from Utopia Analytics involved building tailor-made AI models that learned to mimic human moderator decisions, filtering out unacceptable content in any language with high accuracy. This automation reduced manual moderation efforts by 92.8%, freeing up the equivalent work of four full-time employees and significantly decreasing costs. The implementation allowed the vast majority of reviews to be published in near real-time, dramatically improving the customer experience and allowing Decathlon to confidently expand the AI moderation to several other markets.

Decathlon

Thomas Dujardin

Product Manager – Reviews