Medallia has unveiled four AI innovations during its Experience '24 conference, poised to transform the personalization of customer and employee experiences. The quartet, namely Ask Athena, Intelligent Summaries, Smart Response, and Themes, will enable leading brands to democratize insights, activate employees, and customize experiences through cost-effective, responsible, and scalable AI and intelligent automation integrated into the Medallia Experience Cloud.
“These incredible new generative AI solutions mark a fundamental shift in customer experience, moving from looking at data and analytics, to taking action, in real-time, through automation, to deliver a personalized, instant experience. We are delivering against our vision of a future driven by responsible AI, built to continually adapt real-time to new information at every point across the customer and employee journey, dynamically training itself with each new signal to personalize every experience and to empower humans to be more effective on the critical tasks they take on,” said Joe Tyrrell, CEO at Medallia.
Ask Athena
Users can pose questions to Ask Athena, receiving quick, intuitive, and informed answers from an organization's experience data. This tool understands contextual nuances and provides AI summarizations along with additional data, graphs, and charts.
Ask Athena facilitates easy performance analysis at various levels, from specific business lines to regional or customer segments or detailed feedback records, all through natural, conversational queries.
In 2022, Medallia launched Athena Studio, a solution that allows organizations to create custom AI models and analytics.
Intelligent Summaries
AI-generated summaries save employees substantial time by condensing interactions, profiles, and more, focusing on essential details relevant to customer or employee service.
This eliminates the need for tedious manual review by delivering concise and accurate summaries directly where employees need them in records and record lists.
The solution is applicable across the entire experience platform; it enhances efficiency by presenting crucial information such as reasons for contact, issue resolution, and customer satisfaction.
Smart Response
The solution enables organizations to provide personalized, empathetic, and real-time responses to customers using Medallia’s generative AI Smart Response.
In addition, it aims to boost customer satisfaction and loyalty by enabling every employee to close the loop swiftly, reducing the time spent crafting responses.
Smart Response maintains control by allowing employees to edit and send responses individually, ensuring contextual correctness and personalization in addressing specific feedback.
Themes
Themes enhance time to insight by introducing more granular, action-oriented themes that leverage generative AI, complete with Intelligent Summaries.
Moreover, the solution enables employees to identify issues swiftly, streamline root cause analysis, and explore data efficiently. It also allows tracking emerging trends over time, facilitating organizations in investigating fluctuations in Key Performance Indicators (KPIs).
The new generative solutions uphold data protection and address the complex business requirements of global brands.
Additionally, Medallia establishes an AI Moderation Council, comprising members from legal, privacy, security, compliance, engineering, product, and customer organizations, emphasizing ethical, responsible, safe, and inclusive AI use for its experience products.
“The AI Moderation Council reflects the importance we place on our customers’ data privacy, security, and responsible use of their data. To further these efforts, we are also launching an AI Advisory Board that will include participation from our customer and partner communities, creating a space where the exchange of learnings, challenges, and best practices can be shared, as well as a focus on the responsible and ethical use of AI,” said Simonetta Turek, Chief Product Officer at Medallia.
Last year, Medallia had a few changes to its leadership team, appointing a new CEO and Chief Product Officer.
