InMoment®, a leader in Experience Improvement (XI)™ solutions, announced the infusion of generative AI into its cutting-edge Conversational Intelligence solution.
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This innovative technology leverages the wealth of information in contact centre conversations 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 centre conversations 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 centre and diverse customer touchpoints that were previously unattainable.
With Conversational Intelligence, organizations can enhance agent performance and retention, optimize cost per call, reduce complaints, improve customer satisfaction metrics like CSAT and NPS, reduce resolution times, and decrease operational costs and marketing spend.
“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.”
Key Features of Conversational Intelligence
Conversational Intelligence features enhance the performance of contact centres 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 centre 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.
- 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 centre 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.
Multiple InMoment customers are utilizing Conversational Intelligence, combining it with various feedback data sources to gain deeper insights into customer behaviour. One Fortune 500 customer has managed and analysed over 8 million conversations consisting of 50% voice transcripts, 40% web chat transcripts and 10% survey responses. Since implementing the solution, they have seen first call resolution improve by 3%, increased call analysis from 10% of all transcripts to 100%, and experienced a 2% increase in CSAT.
For more information on Conversational Intelligence, please visit the solution page here.
About InMoment
InMoment, the leader in improving experiences and the highest recommended CX platform and services company in the world is renowned for helping clients collect and integrate customer experience data to uncover the insights that enable the smartest actions. As the pace setters in applying award-winning AI, its global clients activate every byte of their experience data—from structured surveys and social reviews to unstructured conversations from call logs, emails, support tickets, and chat transcripts to breakdown data silos. This unique technology combined with inhouse 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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