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InMoment adds AI advancements to its customer experience portfolio

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InMoment is introducing an array of cutting-edge features and capabilities to its suite of products, further solidifying its commitment to providing top-tier products for its worldwide customer base.

According to the company, this announcement underscores the InMoment’s approach to integrated CX—connecting customer experience data from various sources, leveraging award-winning AI to enhance real-time insights so organizations can make immediate, action-based decisions—across all facets of their operations.

Generative AI-Infused Active Listening uses a generative AI Large Language Model (LLM) to produce more sophisticated and detailed prompts for richer feedback collection in any language.

Easily configure the conversational prompts in the new Active Listening Agent Library, which contains different settings to create context-sensitive, voice-appropriate prompts for respondents to share the most actionable feedback, according to the company.

Smart Summaries for Impact Prediction surfaces and summarizes what’s going on by providing a short summary of the likes, dislikes, and opportunities for improvement within a sample set of documents.

This enhanced capability is the first generative AI tool of its kind, meticulously analyzing feedback data to tell CX professionals what they need to know in a natural language format, according to the company.

Conversational Intelligence simplifies and speeds up the understanding of conversations (conversational document view, audio playback, call transcriptions, chat) and their flow between speakers without having to read the entire conversation.

Within a contact center, this functionality aids teams in analyzing distinct speaker sections and can be used to investigate various facets of a conversation, contributing to more effective agent training and decision-making.

Competitor Analysis Alerts deliver monthly competitive insights from reputation management and experience analysis directly to stakeholder emails, providing seamless intelligence access for effortless monitoring of competitor performance.

Connect Third-party Case Management Systems seamlessly operates within a business’s preferred CRM systems such as Salesforce, Zendesk, Microsoft Dynamics, and more.

Access, update, and connect to a case directly within a third-party system or link to an individual case response within Data Exploration—optimizing workflow processes, accelerating issue resolution times, and minimizing data discrepancies across organizational technologies.

Every product and service developed is geared toward helping businesses succeed by understanding their customers better, according to the company.

For more information about this news, visit www.inmoment.com.

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