InMoment releases AI Auto Responding for enterprise reviews management 

InMoment, a Press Ganey Forsta Company and customer experience technology leader, is introducing an AI Auto Responding feature within its Reputation Management platform.

According to the company, this capability empowers multi-location businesses to maximize impact and reduce workload by allowing them to easily create and save personalized, on-brand prompts and leverage in auto responding workflows or as a library of templates when engaging with customer reviews.

InMoment's AI Auto Responding uses advanced, generative AI to dynamically generate unique responses based on sentiment, context, and brand guidelines.

"As staffing challenges persist across industries, our enterprise customers need smarter solutions that allow them to maintain high-quality customer engagement without overwhelming their teams," said Sarah Speigle, director of product, reputation management, at InMoment. "AI Auto Responding represents the next evolution in reputation management, enabling brands to ensure every customer feels heard while freeing their teams to focus on strategic initiatives."

InMoment's AI Auto Responding eliminates the need for brands to create and manage extensive template libraries. The system crafts unlimited unique responses that align with established brand guidelines while maintaining a natural, conversational tone, the company said.

This ensures consistency and authenticity across all locations while allowing brands to engage with more reviews in less time, increasing customer engagement and boosting loyalty.

Key features include:

• Customizable Response Rules: Brands maintain full control by setting parameters based on star ratings, content type, location-specific considerations, and branding guidelines
• Multilingual Capabilities: Responses can be generated in either English or the review's original language, enabling stronger relationships with diverse customer bases
• In-App Response Flexibility: Teams can choose fully automated responses or use AI-generated suggestions for manual review within the platform

“This launch represents a significant shift in reputation management strategy, aligning with InMoment's vision of ‘Service as Software’—where AI agents don't just assist humans with tasks but perform the work themselves, empowering CX teams to focus on higher-value initiatives,” the company said.

AI Auto Responding is available immediately with the InMoment Reputation Management solution as part of the Locations - Starter and Locations - Essential plans.

For more information about this news, visit https://inmoment.com.