Branch International
Customer Sentiment & Review Automation Bot
An internal agent that automatically ingests customer reviews from Google Play Store, classifies sentiment, groups them by rating, and routes critical issues to the right teams via Slack every week.
Published May 7, 2026
Context & Problem
As the Lending Product Manager for our app serving users in Nigeria, India, and East Africa, staying on top of user sentiment was challenging. Reviews were scattered, high-volume, and important signals (especially negative ones) were often missed or unresponded to. Manual monitoring was unsustainable.
What if we could consolidate these app reviews and tag the right teams on the issues experienced by users to prevent churn and ensure faster resolution? This level of visibility could be a game-changer for improving user experience.
User Insights
• Product Teams would benefit more from a weekly digest instead of constant manual checking.
• Internal Teams needed a clear grouping by rating (especially 1 & 2-star reviews).
• Auto-routing of issues to the right team was key to understanding and resolving users' pain points.
The Solution
Automated Review Fetch
Automated weekly fetch of the last 7 days’ reviews from Google Play Store using google-play-scraper library.
Sentiment Analysis & Classification
Performed sentiment analysis using TextBlob and combined it with star rating for more accurate positive/neutral/negative classification.
Weekly Slack Digest
Automatically posts a clean, structured summary to Slack with rating breakdown, sentiment overview, and sample reviews.
Smart Team Tagging
Keyword-based auto-tagging system that routes critical feedback (bug, crash, support, etc.) to the right team (@dev-team, @support-team, etc.).
Data Export for Analysis
Generates a timestamped JSON file of all processed reviews for deeper offline analysis and record keeping.
Strategic Trade-offs
Impact
The Tech
- Python
- Slack API
- Google Play Scraper
- Cron
- TextBlob (Sentiment Analysis)
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