InMoment has announced a new layer of AI to boost its experience improvement (XI) solutions that enable brands to grow through better understandings of teams, customers and future customers alike.
Recent research has shown that improving experiences are top of the CEO priority list, but the emotive nature of experiences has meant that scaling these initiatives has proven difficult for even the most customer-centric brands.
InMoment subscribes to the idea that to be successful, brands need to find a dynamic balance between human and artificial intelligence.
This will help organisations scale and automate how they identify, understand and act on the highest impact experiences.
“The further investment in InMoment AI means we can now offer our clients the unique capability to identify transformative insights from previously inaccessible data to make unprecedented impact,” said Andrew Joiner (Pictured above), CEO of InMoment.
Joiner emphasised, irrespective of the challenge, InMoment AI, “has a solution to help brands improve experiences at every step in the customer journey.”
For example, using machine learning and natural language processing in conversational surveys to solicit richer feedback.
In another instance, utilising InMoment’s AI algorithms to predict and pre-emptively act on emotion or intention.
InMoment AI Organisational Benefits
- Smarter Data – Industry-intelligent data management and analytics for a complete view of the customer and employee journey.
- Intelligent Conversations – Understand the sentiment and intent behind feedback with humans stepping in as needed for experience intervention.
- Behaviour Prediction – Predict outcomes and experience scores based on business metrics and unstructured data.
- Automated Action – Automate and recommend the next-best action for customer segments based on past experiences and current data.
Mehul Nagrani, general manager, AI Product and Technology, InMoment, said, “As the world moves beyond structured surveys, superior machine learning and NLP/NLU are key to unlocking the insights available in all of a company’s data, both structured and unstructured.”
“InMoment AI is the key to understanding omnichannel experience journeys and solving the issue of a siloed and fragmented view of the customer, employee, and market.”
See more about InMoment at B&T.
