InMoment has expanded its collaboration with learning platform Bright, to create an integrated AI-powered upskilling application. This application aims to enhance the capabilities of employees, refine coaching methods, and reduce skill gaps within large enterprises.
“As a longtime player in the Customer Experience Management space, we love the way this offering supports our vision of enabling an integrated CX approach by leveraging CX through EX. Employees practice the exact conversations that we've identified are negatively impacting the customer journey. The fact that Bright and InMoment can automate this process means we are making it easier to lift the customer journey, one employee and one skillset at a time,” said Jeff Catlin, EVP of AI Products at InMoment.
By leveraging real-time data from InMoment, including metrics like handle times, error rates, NPS, and customer survey scores, the integrated solution identifies the individual strengths and weaknesses of associates. Bright then automates a personalized monthly upskilling program, incorporating AI-powered simulations that provide realistic and relevant practice experiences tied to the employee's development goals. This initiative aims to improve the overall customer experience by elevating the employee journey in large enterprises.
“When companies talk about adaptive learning, they usually mean adjusting a learner's future courses based on prior quiz results. This is useful to a point, but it's limited to the courses and quizzes in the company's library, and it emphasizes content review over true practice and skill building. What we're doing now with InMoment is in a whole different category of personalization and automation,” said Rob Wright, CEO of Bright.
In recent years, Bright has effectively utilized InMoment's top-notch natural language processing (NLP) and AI technologies to boost training methods for organizations and health systems. By incorporating InMoment's AI engine into Bright's approach to conversation, chat, and software simulations, they have successfully slashed training costs and accelerated the onboarding process by up to 50% for roles related to customer and patient experience.
In other news, InMoment has announced that it will incorporate ChatGPT capabilities into its Experience Improvement (XI) Platform, becoming one of the first customer experience vendors to offer ChatGPT technology to its customers.
