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Predictive AI text analytics models help businesses identify what customers will do next to better understand customer segments, geographies, or markets
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Text and visual cues reveal what influences CX metrics and help teams prioritize actions and areas for improvement throughout the customer journey
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Human-assisted AI enables teams to train machine learning models to identify new brand-specific themes
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Reputation and review management capabilities help organizations understand the competitive landscape and take rapid action to win back dissatisfied customers
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The integration of mobile apps and micro-surveys allows digital teams to focus on improving their app products to increase app store scores and make apps an invaluable part of the customer experience.
January 17, 2023 South Jordan, Utah–(BUSINESS WIRE)–InMoment®, a leading provider of Experience Improvement (XI)™ solutions, today empowers organizations to deliver measurable business outcomes from their customer experience (CX) announced new and innovative additions to its award-winning XI platform. initiative.
“Today, it is not enough to know what customers are saying about their brand, or even to understand their thoughts and feelings. You need to be able to predict how your company will react, says Sandeep Garg, Chief Product Officer at InMoment: Integrations that connect customer needs and businesses to drive next-generation experiences. Predictive analytics to deliver CX solutions.”
InMoment is announcing new XI Platform capabilities to help organizations take a proactive approach to improving experiences that positively impact business performance.
New enhancements include:
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Intent detection: Leverage advanced AI to Rexalitics, predictive AI, and text analytics models provide organizations with insights to identify what a customer is going to do next, whether it is repurchase intent or churn intent. It informs you about actions that you can proactively apply across segments, experiences, and channels to positively impact your business and your customers.
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Frontline coaching and prioritization: This CX metric-based AI text analytics model uses text and visual cues to identify, at a glance, the top 5 positive and negative impacts on business metrics (NPS, CSAT, OSAT, Sentiment Score) at the location level so companies can prioritize high impact. Areas that need frontline improvement.
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Impact predictor: This powerful key driver analysis tool enables teams to run multiple predictive simulations of performance drivers to determine the business impact of a project. This will help you identify which action plans will drive change and have the greatest impact on your CX metrics so you can prioritize and take informed action.
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Human-Assisted AI Tagging: Using natural language processing (NLP) and understanding (NLU), this product enhancement allows the team to train machine learning models to identify pressing brand-specific themes and understand customer interests and needs. You can help artificial intelligence by creating text tags that instantly discover and predict.
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Social and reputation management: Following recent acquisitions, review tracker, XI applications support SSO and API access to integrate social review data with voice of customer (VoC) feedback, enabling seamless side-by-side viewing of both structured and unstructured data. This capability helps organizations understand the competitive landscape, access proprietary industry benchmarks, and take immediate action to reinstate dissatisfied customers.
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Digital and mobile app integration: This product enhancement enables organizations to offer native microsurveys in their mobile apps and view results alongside Google Play and Apple Store reviews in one seamless reporting experience to improve their mobile app products. can be promoted. This frees up digital teams to focus on improvements that improve app store scores and make apps an integral part of the customer experience.
Additional product enhancements and updates include 41 additional self-service and language-specific features that enable you to build and deploy surveys within the XI platform. These additional language capabilities enable global organizations to deploy specific intelligence for experience improvement initiatives.
The latest XI Platform features are readily available. Find out more about the platform here.
About In-Moment
Improving the experience is what InMoment exists for. Our mission is to help our clients improve their experience at the intersection of values where customer, employee and business needs converge. At the core of what we do is connect our clients with what matters most through a unique combination of data, technology and human expertise. With a hypermodern technology platform, decades of domain authority, and a global team of experts, we have a unique focus on improving the experience (XI) so that our customers own the moments that matter. For more information, visit immoment.com.
View source version at businesswire.com: https://www.businesswire.com/news/home/20230117005014/en/
contact address
Kelly K. Johnson, In-Moment, kelley.johnson@inmoment.com
