InMoment Updates AI-Powered Active Listening Agents
Active Listening prompts users with context-aware genAI to ask questions, encouraging them to provide more responses in real time.
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InMoment, a provider of Experience Improvement (XI) solutions, announced the general availability of AI-powered Active Listening Agents, a new, configurable version of its Active Listening feature.
Active Listening prompts users with context-aware generative AI (GenAI) to ask follow-up questions, encouraging them to provide more detailed responses in real time.
The updates are designed to improve the feedback collection experience and yield more actionable insights while using privately hosted, secure LLMs to process and respond to feedback in real-time.
The most actionable insights come from what customers say, not the quick rating questions like net promoter (NPS) or overall satisfaction rating scores (OSAT) they provide. However, the majority of traditional, static survey comments tend to be vague and unactionable.
With Active Listening, respondents are more likely to leave actionable feedback with more words in their responses, enabling the platform’s text analytics models to identify more topics to identify areas of improvement.
“Understanding the full story behind customer feedback is a critically important factor behind running a successful, integrated CX program,” said Tim Mohler, CTO at InMoment.
