InMoment launches Conversational Intelligence solution
So, to be clear, we're not talking about Conversational AI in the context of chatbots. Instead, the operative phrase is Conversational Intelligence.
If you've got a chatbot - a Conversational AI interface - then you might want to add some Conversational Intelligence to it.
That, at least, is my understanding of the latest offering from InMoment.
Their Conversational Intelligence offering is intended for customers who already have chatbots and (voice) call centres in operation and who need to easily and rapidly identify trends, insights and actionable next steps from the resulting data.
Here's the pitch from their press release:
Conversational Intelligence marks a significant leap forward in integrated customer experience analytics by seamlessly combining contact center conversations, emails, chats, calls, 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 center and diverse customer touchpoints that were previously unattainable.
They've already got some big customers using it and they're getting value:
Multiple InMoment customers are utilizing Conversational Intelligence, combining it with various feedback data sources to gain deeper insights into customer behavior. Its Fortune 500 customers are analyzing millions of conversations, including a mix of voice transcripts, reviews, web chat transcripts, and survey responses. Since implementing this solution, they have improved first call resolution by 3-5%, increased call analysis from a fraction of all transcripts to 100%, and experienced a 2-5% increase in CSAT.
In my view, every Conversational AI installation should have this level of intelligence capability built-in, ideally. But this is certainly not the case. Indeed, many that I have researched haven't necessarily focused on the actionable-intelligence aspect. There are obvious reasons for this - mainly, the huge, huge, huge benefits that the basic software offering is delivering to customers.
Some Conversational AI installations are absolute run-away successes for companies - so the base level metrics, time saved, convenience, efficiency, FTE redeployed, positive NPS... those are often good enough at the moment. (Note: If it's not working for you, there's a high likelihood that you're doing it wrong!)
The next step is making sure that you've got the kind of actionable Conversational Intelligence that InMoment offers at your fingertips. I've already got this covered in Stage 5 of my Conversational AI Maturity Framework (I called it 'conversational analysis' but 'intelligence' sounds a lot better!) - if you'd like to find out more, drop me a note.
Meanwhile good luck and every success to the team at InMoment.
If you're looking for more information, find them at www.inmoment.com... let me find a suitable executive for you to engage with on LinkedIn...
I'd start with either Matthew or Chris:
