Conversational intelligence is the idea that all transactions with customers yield clues – both obvious and not so obvious – that, when mined and put to work in customer interactions, can yield significant improvements in the outcomes of contact center conversations, emails, chats, calls and more.
Increasingly, call center solutions providers are incorporating generative artificial intelligence (GenAI), natural language processing (NLP) and large language model (LLM) technologies to unlock additional value beyond post-interaction surveys and derive insights from their unstructured data, which constitutes more than 85 percent of a company's data. This enables discovery opportunities within the call center and diverse customer touchpoints that were previously unattainable.
Given that reality (and need), customer experience solutions provider InMoment recently announced the addition of GenAI into its Conversational Intelligence solution. The technology was added to leverage the wealth of information in contact center conversations, online chats and emails to optimize operations, enhance customer engagement and elevate the overall customer experience. InMoment’s flagship solution was designed to help clients collect and connect customer experience data from everywhere – from surveys and social reviews to conversational chat logs and transcripts.
Multiple InMoment customers are already using 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 three to five percent, increased call analysis from a fraction of all transcripts to 100 percent and experienced a two to five percent increase in CSAT.
"In today’s experience economy, delivering exceptional customer service is a key competitive differentiator," said Sandeep Garg, Chief Technology and Product Officer at InMoment. "Conversational Intelligence, and its use of generative AI, empowers businesses to truly understand the voice of their customers by decoding sentiment, effort, intent, and emotion from actual conversations, not just post-interaction surveys. This unprecedented level of insight allows companies to pinpoint high-impact areas for improvement and drive meaningful business outcomes."
Edited by
Erik Linask
