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How AI-based Sentiment Models Complement Net Promoter ScoreBy Shuai Shao, Mia Zhao, Yuanyuan NiNet Promoter Score (NPS) is a well-accepted measurement of customer satisfaction in most customer-facing industries. We leverage NPS at Airbnb to help measure how well we serve our community of guests and hosts through our customer service. But NPS has two major drawbacks: 1) NPS is sparse, given only a fraction of users respond to the survey, and 2) NPS is slow. It takes at least a week for results to...