Experience improvement solutions provider InMoment has unveiled new and innovative capabilities of its XI Platform, which allow organizations to track the impact of customer experience initiatives on their business.
New innovations include:
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Intent Detection: Using advanced AI technology, organizations can analyze customer interactions and use the insights to predict their future actions, such as whether they plan to continue doing business with the company or not. This knowledge allows the company to take proactive steps to improve the customer experience and increase positive outcomes for both the business and the customer.
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Frontline Coaching and Prioritization: An AI-powered text analytics model leverages text and visual signals and is used to identify the positive and negative factors that affect customer experience metrics such as Net Promoter Score, Customer Satisfaction, and Sentiment Score. This allows businesses to prioritize the areas that need the most improvement.
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Impact Predictor: Such a key driver analysis tool enables teams to predict how different actions will affect the performance of a business. This allows them to make predictions and determine which plans of action will have the greatest impact on customer experience metrics, helping them prioritize and make informed decisions.
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Human-Assisted AI Tagging: A product enhancement that uses Natural Language Processing (NLP) and Natural Language Understanding (NLU) allows teams to assist AI by developing text tags that train machine learning models to identify specific themes in customer interactions, thus understanding and anticipating customer needs.
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Social and Reputation Management: After acquiring ReviewTrackers, the XI app now supports SSO and API access to integrate social review data with Voice of the Customer (VoC) feedback to view both structured and unstructured data. This feature allows companies to understand the competitive landscape, access industry benchmarks, and take action to address customer dissatisfaction.
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Digital and Mobile App Integration: The product enhancement allows organizations to conduct short surveys within their mobile apps and view the results alongside reviews from Google Play and Apple Store in one report. This helps digital teams focus on improvement in the mobile app and make changes that will increase app store ratings and improve the overall customer experience.
“Today, it’s not good enough to just know what customers say about your brand or even to be able to understand what they think and feel. Companies looking to win the battle over customer experience will need to be able to predict how they will respond to products, services, or interactions in the future in order to prioritize initiatives that have the highest impact to the business. e continue to invest in integrated applications, sophisticated AI-powered technology, and predictive analytics to deliver an integrated CX solution that connects the needs of the customer and the business to facilitate the next generation of experiences,” said Sandeep Garg, Chief Product Officer, InMoment.
Moreover, the XI platform offers 41 additional self-service and language-specific enhancements that enable survey creation and deployment. With these language capabilities, organizations leverage location-specific intelligence for experience enhancement initiatives.
