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.
“We’ve all seen recent headlines around personal use of ChatGPT, but what isn’t being talked about nearly enough is the new opportunities generative AI brings to enterprise software applications worldwide. At InMoment, we immediately identified the opportunity to leverage the power of this technology to solve real-world business problems for our clients,” said Sandeep Garg, Chief Product Officer at InMoment.
In addition to last year's InMoment Ai, which is built on its natural language understanding capabilities (NLU), InMoment has now added natural language generation (NLG) capabilities. This expansion has enabled InMoment to offer integrated CX solutions that provide customer experience leaders with better insights on where to focus for the greatest impact in the shortest amount of time.
InMoment's new technology - Smart Summary Generator - is powered by OpenAI technology and can analyze hundreds of individual customer feedback and transform them into easily digestible short paragraphs. By highlighting the most important topics and trends, this technology enables organizations to take immediate action on customer feedback.
The Smart Summary Generator is an AI-based solution that automates the process of summarizing customer feedback from different channels, such as reviews, contact center conversations, or surveys. This summary generator can quickly distill hundreds of customer comments into an overview of the most pressing topics, allowing organizations to gain insights faster and quickly solve issues that directly impact their customers.
Additionally, the InMoment XI Platform is leveraging AI technology to create "smart feedback examples" that can generate highly specialized test datasets quickly and accurately. This feature can produce meaningful survey feedback examples for any specific topic, enabling users to improve text analytics model accuracy and reduce the time needed to develop new models. InMoment's clients can speed up their time-to-market for new models and reduce the amount of time and effort needed for data analysis, as the smart feedback examples are generated much faster than if humans did them.
Elsewhere, InMoment has recently been selected by autism therapy provider Hopebridge to implement a comprehensive program - Hopebridge Cares, which aims to enhance the experiences and satisfaction of clinicians and patient caregivers.
