InMoment®, a leader in Experience Improvement (XI)™ solutions, has announced the integration of generative AI into its innovative Conversational Intelligence solution. This cutting-edge technology utilizes contact center conversations, online chats, and emails to optimize operations, enhance customer engagement, and elevate the overall customer experience.
1. Significance of Conversational Intelligence
- Integrates customer experience analytics from various sources: contact center conversations, emails, chats, calls, surveys, reviews, and social media.
- Utilizes generative AI, NLP, and Large Language Model (LLM) technologies.
- Extracts insights from unstructured data, which makes up over 85% of company data.
2. Business Benefits
- First Call Resolution: Enhances issue resolution speed, reducing costs.
- Agent Performance: Boosts performance and retention.
- Customer Satisfaction: Improves metrics like CSAT and NPS.
- Operational Costs: Reduces overall costs through optimization.
3. Advanced Insights
- Decodes sentiment, effort, intent, and emotion from actual conversations.
- Identifies high-impact areas for improvement.
- Drives meaningful business outcomes.
4. Customer Success Stories
- Fortune 500 companies analyze millions of conversations.
- Improved first call resolution by 3-5%.
- Increased call analysis from a fraction to 100% of transcripts.
- Experienced a 2-5% increase in CSAT.
5. Key Features
- Omnichannel Voice of Customer: Combines data from various interactions for a complete picture.
- Manager and Agent Scorecards: Evaluates and identifies areas for performance improvement.
- Automated Call Summaries and Analysis: Streamlines feedback for immediate agent coaching.
- Conversational and AI-Driven Text Analytics: Surfaces insights from conversations.
- Transcription Services: Converts audio to text for detailed analysis.
- Quality Assurance: Monitors and improves contact center operations.
- Impact Prediction: Forecasts potential effects of customer service actions on key business outcomes.
- Strategic Services: Provides expert guidance for actionable customer experience strategies.
InMoment’s Conversational Intelligence, powered by generative AI, offers unprecedented insights into customer interactions. By leveraging advanced analytics and comprehensive data integration, businesses can optimize operations, enhance customer satisfaction, and achieve significant cost savings.