The customer’s experience is king this time, the feedback has the power to impact a company’s reputation, make customer relationship stronger than before and guide strategic decision-making. Thanks to artificial intelligence (AI) and big data, along with tools like machine learning, we have the ability to organize flood information stored in large volumes of data as well as the methods of interpretation and extraction of the right conclusion from complicated data collections. The main objective of this systematic review is to develop the current tools and techniques available for AI to analyze consumer feedback, by focusing on the natural processing and recommendation system models including clustering algorithm and classification. Consumer review and comments can provide valuable information, allowing companies study and discover from it like potential challenges or data reliability as well as evaluate customer satisfaction on the service based on their posts and comments. This report highlights how can the companies benefit from customer’s feedbacks and the important of big data, as it provides information that helps in making better decisions and improving consumer experience.