Case Study: How eBay cut customer-feedback triage from weeks to minutes with Airtable
Key results
The challenge
eBay received a high volume of customer feedback across many languages and formats, and fragmented tools made triage extremely slow. Organizing submissions took three to four weeks, with full resolution stretching to around nine months.
The solution
eBay built ProductCentral on Airtable, using AI automation to instantly tag, categorize, and translate feedback. The platform created and routed tickets through integrations with tools such as Jira.
“What used to take months, AI is doing in real time. Our teams can focus on higher-value work instead of sorting through endless data.”
AYAngela YanesDirector of Product Operations, eBay
The results, in context
Feedback triage moved from weeks to minutes, a reduction of more than 90%, and over one million pieces of feedback were turned into actionable insights. Feedback-to-launch time fell threefold and fixes shipped more than eight months faster.