InMoment has added generative artificial intelligence to its Conversational Intelligence solution to leverage information in contact center conversations, online chats, and emails to optimize operations, enhance customer engagement, and elevate the overall customer experience.
Conversational Intelligence combines contact center conversations, emails, chats, and calls, with other feedback channels, like surveys, reviews, and social media. By incorporating generative AI, natural language processing, and large language model (LLM) technologies, businesses can now unlock additional value beyond post-interaction surveys, and derive insights from their unstructured data.
"In today's experience economy, delivering exceptional customer service is a key competitive differentiator," said Sandeep Garg, chief technology and product officer of InMoment, in a statement. "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."
Conversational Intelligence features include the following:
- Omnichannel Voice of Customer, which offers a complete picture by combining vast amounts of contact center interactions with data from other channels.
- Manager Scorecards, which evaluate team and individual agent performance and identify areas for improvement.
- Agent Scorecards personalized to evaluate individual performance and identify areas for improvement.
- Automate Call Summaries and Analysis, to streamline call feedback for immediate use in agent coaching.
- Conversational Analytics & AI-Driven Text Analytics, which surfaces speaker-specific insights from conversations and unlocks unstructured data.
- Transcription Services, which converts audio to text for analysis.
- Quality Assurance, which monitors, evaluates, and improves contact center operations.
- Impact Prediction, which forecasts the potential effects of customer service actions, strategies, or changes of key business outcomes.
- Strategic Services, which provides expert guidance for actionable customer experience strategy across channels.