Understand Active Listening and How It’s Revolutionizing Feedback Collection
Active Listening utilizes AI to improve the feedback collection experience. This allows you to gain a better understanding of the customer experience and what can be done to improve it.
Capturing genuine and actionable feedback from customers and employees can be a challenge, especially when traditional surveys feel long, tedious, and uninspiring. Many organizations struggle with vague, short responses that offer little insight, leaving them chasing scores rather than focusing on meaningful improvements. This is where Active Listening comes in—a revolutionary approach to feedback collection that enhances the quality and depth of responses.
What is Active Listening?
Active Listening is a conversational AI agent designed to improve the feedback collection experience by engaging respondents in real-time. It prompts users with context-aware follow-up questions, encouraging them to provide richer, more detailed answers. Whether through simple rule-based interactions or advanced AI, Active Listening transforms survey data from shallow comments into meaningful insights.
Active Listening Agents
- AI-Powered Active Listening: This agent uses advanced AI to continuously learn and adapt based on user feedback, evolving its language to elicit more detailed responses. It identifies patterns in real-time, helping businesses quickly uncover emerging trends and improve decision-making.
- Standard Active Listening: For organizations that prefer full control over their feedback collection process, this agent offers customizable rules. It allows you to tailor how Active Listening interacts with respondents, adjusting trigger phrases and follow-up prompts to gather more valuable data on specific topics.
Benefits of Active Listening for Feedback Collection
Why does it matter for your business? The benefits of Active Listening go beyond improving survey response rates; it drives more actionable insights and ultimately enhances your overall customer and employee experiences.
- Actionable Insights: Captures deeper, more meaningful feedback, enabling businesses to uncover the root causes of issues and identify growth opportunities.
- Improved Engagement: Respondents feel heard, leading to higher satisfaction rates as surveys become more conversational and personalized.
- Increased Efficiency: By automating follow-ups with AI or customizable prompts, teams spend less time chasing responses and more time acting on valuable insights.
- Enhanced Security: With locally hosted AI models, businesses can maintain strict control over their data, ensuring compliance with privacy regulations.
Who Would Benefit
Organizations that prioritize understanding and improving experiences will find great value in advanced feedback collection tools.
- Experience Leaders: Those responsible for customer and employee experience will benefit from more detailed, actionable feedback that allows them to address pain points and drive loyalty.
- Customers & Employees: Respondents appreciate the ease of giving feedback and knowing it will be used to make meaningful improvements, increasing their willingness to engage.
How is Active Listening Different from Competitors?
InMoment’s Active Listening stands out in the feedback market by offering both AI-powered and customizable rules-based agents, giving businesses flexibility that competitors lack.
- Unlike others, InMoment uses a privately hosted LLM to keep data secure, while real-time follow-up prompts improve feedback quality before submission.
- The platform’s Strength Meter gamifies the survey experience, increasing engagement, and its Topics to Avoid feature ensures on-brand prompts.
- Designed for both CX and EX, Active Listening keeps surveys concise and impactful, delivering deeper, actionable insights more efficiently than traditional platforms.
Why Active Listening Matters
For businesses seeking to transform vague, unactionable feedback into insights that can drive real change, Active Listening is the solution for effective feedback collection. It’s a game-changer for brands looking to improve both customer and employee experiences. Companies using Active Listening have seen a 10x increase in survey responses and are resolving issues 62% faster. With the ability to customize every aspect of the feedback process—whether through AI or predefined rules—Active Listening ensures that businesses get the insights they need while maintaining full control over the process.
Elevate Your Feedback Collection with Active Listening
Ready to take your feedback collection to the next level? Active Listening is your key to deeper insights, better engagement, and stronger results.
