InMoment Sets a New Standard in Customer Experience with AI-Based Conversational Intelligence and Contact Center Data Analysis
25 June 2024 - 11:20PM
Business Wire
- Unlock rich insights from unstructured contact center
conversations using AI, NLP, and LLM technologies
- Integrate contact center data from chats, emails and calls with
other feedback channels for complete customer view
InMoment®, a leader in Experience Improvement (XI)™ solutions,
announced today the infusion of generative AI into its cutting-edge
Conversational Intelligence solution. This innovative technology
leverages the wealth of information in contact center
conversations, online chats, and emails to optimize operations,
enhance customer engagement, and elevate the overall customer
experience.
Conversational Intelligence marks a significant leap forward in
integrated customer experience analytics by seamlessly combining
contact center conversations, emails, chats, calls, with other
feedback channels like surveys, reviews, and social media. By
incorporating generative AI, NLP, and Large Language Model (LLM)
technologies, businesses can now unlock additional value beyond
post-interaction surveys, and derive insights from their
unstructured data which constitutes more than 85% of a company's
data. This enables discovery opportunities within the call center
and diverse customer touchpoints that were previously
unattainable.
With Conversational Intelligence, organizations can increase
first call resolution to expedite issue resolution at lower costs,
boost agent performance and retention, improve customer
satisfaction metrics like CSAT and NPS, and decrease operational
costs.
"In today’s experience economy, delivering exceptional customer
service is a key competitive differentiator," said Sandeep Garg,
Chief Technology and Product Officer at InMoment. "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."
Multiple InMoment customers are utilizing Conversational
Intelligence, combining it with various feedback data sources to
gain deeper insights into customer behavior. Its Fortune 500
customers are analyzing millions of conversations, including a mix
of voice transcripts, reviews, web chat transcripts, and survey
responses. Since implementing this solution, they have improved
first call resolution by 3-5%, increased call analysis from a
fraction of all transcripts to 100%, and experienced a 2-5%
increase in CSAT.
Key Features of Conversational Intelligence
Conversational Intelligence features enhance the performance of
contact centers by providing deep insights into customer
interactions and agent performance. Key features include:
- Omnichannel Voice of Customer: Offers a complete picture
by combining vast amounts of contact center interactions with data
from other channels.
- Manager Scorecards: Evaluates team and individual
agent's performance and identifies areas for improvement.
- Agent Scorecards: Personalized to evaluate individual
performance and identify areas for improvement.
- Automate Call Summaries and Analysis: Streamline call
feedback for immediate use in agent coaching to boost performance
and retention.
- Conversational Analytics & AI-Driven Text Analytics:
Surfaces speaker-specific insights from conversations and unlocks
unstructured data.
- Transcription Services: Converts audio to text for
analysis.
- Quality Assurance: Monitors, evaluates, and improves
various contact center operations.
- Impact Prediction: Forecasts the potential effects of
various customer service actions, strategies, or changes of key
business outcomes.
- Strategic Services: Provides expert guidance for
actionable customer experience strategy across channels.
For more information on Conversational Intelligence, please
visit the solution page here.
About InMoment
InMoment is the leader in improving experiences and is the
highest recommended CX platform and services company in the world.
It is renowned for helping clients collect and connect customer
experience data from everywhere — from surveys and social reviews,
to conversational chat logs and transcripts. As the pace setters in
AI and text analytics, its over 3,000 clients activate and
understand every byte of structured and unstructured data, breaking
down data and team silos to take the smartest actions. This
award-winning technology combined with in-house industry experts
empower brands to gain ROI from their CX programs in half the time
as its competitors. Unlock the true potential of every piece of
customer data with InMoment. To learn more, visit inmoment.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240625787046/en/
Kelley K. Johnson, InMoment, kelley.johnson@inmoment.com