Proposal of a business model for enhancing customer expectations and satisfaction through the use of generative AI

This paper proposes a business model utilizing generative AI to address the labor shortage issue in the food service industry. Since the COVID-19 pandemic, the bankruptcy rate in the food service industry has risen significantly. It mainly comes from the fact that business managers often fail to identify the key aspects customers prioritize when choosing a restaurant. The failure prevents the managers from attracting customers. The paper leverages the attention mechanism employed in large language models to identify the aspects that capture customer attention. The attention mechanism indicates which parts of the descriptions in popular recipes receive high self-attention scores. The experimental results reveal that the words receiving high self-attention scores vary with review types. It indicates that the self-attention mechanism can identify the elements humans focus on. The identified focal elements enable managers to amplify customer expectations. Cost reduction due to the automatic generation of messages emphasizing the elements makes them concentrate their efforts to satisfy customer expectations.