InMoment has announced the integration of generative AI into its Conversational Intelligence solution. This new technology combines various customer feedback channels, such as contact centre conversations, emails, chats, and calls, with surveys, reviews, and social media for comprehensive customer experience analytics. It aims to enhance customer engagement, streamline operations, and improve overall customer service.
The use of generative AI, alongside Natural Language Processing (NLP) and Large Language Model (LLM) technologies, enables businesses to extract valuable insights from unstructured data, which accounts for over 85% of a company's data.
Sandeep Garg, Chief Technology and Product Officer at InMoment, commented, "In today's experience economy, delivering exceptional customer service is a key competitive differentiator. Conversational Intelligence, and its use of generative AI, empowers businesses to truly understand the voice of their customers by decoding sentiment, effort, intent, and emotion from actual conversations, not just post-interaction surveys. This unprecedented level of insight allows companies to pinpoint high-impact areas for improvement and drive meaningful business outcomes."
InMoment's Conversational Intelligence solution works by integrating various feedback data sources to provide a complete view of customer interaction. This allows organisations to identify trends and patterns that can lead to improvements in key performance metrics such as first-call resolution, customer satisfaction scores (CSAT), and Net Promoter Scores (NPS). According to the company, early adopters have reported a 3-5% improvement in first-call resolution, a 100% increase in call analysis, and a 2-5% rise in CSAT scores.
The solution offers a suite of features to enhance contact centre performance and gain deeper insights into customer interactions. These features include omnichannel Voice of Customer (VoC) capabilities, manager and agent scorecards, automated call summaries and analysis, conversational analytics, AI-driven text analytics, transcription services, quality assurance, and impact prediction. These tools provide a streamlined approach to evaluating team and individual agent performance, automating feedback, and forecasting the potential effects of customer service actions.
InMoment's customers, particularly Fortune 500 companies, have been leveraging the new technology to analyse millions of conversations, comprising voice transcripts, reviews, web chat transcripts, and survey responses. By implementing Conversational Intelligence, these companies have gained a more comprehensive understanding of customer behaviour and have improved operational efficiencies within their contact centres.
Conversational Intelligence focuses on improving customer interactions and boosting internal metrics and agent performance within contact centres. Integrating AI-driven analytics allows call centres to monitor, evaluate, and improve their operations continuously. This includes personalised scorecards for agents, which help identify areas for improvement and hence drive better agent performance and retention.
The announcement also highlights the strategic services offered by InMoment, which provides expert guidance to companies in developing actionable customer experience strategies across multiple channels. This added layer of support ensures that companies can effectively use the insights generated from Conversational Intelligence to make informed decisions and drive business success.
