InMoment Invited to Showcase Innovative Use of Watson Technology at Elite IBM Event
–CX optimization leader, InMoment, is “early adopter, ongoing innovator” of tech powering the dominant cognitive computing engine in the world
–World of Watson brings together elite group of technology thought leaders this week in Las Vegas
SALT LAKE CITY (26 October 2016) — InMoment, a cloud-based customer experience (CX) optimization platform, was invited to showcase its innovative application of IBM’s Watson technology at World of Watson this week in Las Vegas. InMoment’s SVP of Data Science, Spencer Morris, will discuss how the platform leverages Watson technology to enrich and analyze unstructured data. The resulting insights help enterprises achieve significant bottom line impact by providing insights to steer their business based on customers’ actual sentiments and expectations. This weaponized application of Watson technology in a CX platform is unprecedented in the industry and currently delivers high-impact business results to hundreds of global brands.
IBM Watson is a cognitive system enabling a new partnership between people and computers. The technology platform utilizes natural language processing (NLP) and machine learning to reveal insights from large amounts of unstructured data. World of Watson is an annual event bringing together an elite group of thought leaders, top academics, inspired architects, data scientists, developers, engineers, inventors, and business leaders.
InMoment first worked with IBM’s NLP technology in 2009 as part of a text analytics solution to understand the vast amount of unstructured customer feedback. Over the next seven years, InMoment created proprietary analyzers tuned to the specific vocabularies of customer experience, individual industries, sectors, and even brands. The company also layered in machine learning capabilities. The time and amount of data spent training these tools, and the platform’s ability to leverage the strengths of both machine learning and natural language processing, gives InMoment a singular ability to perform highly accurate, real-time analyses on customer feedback both across industries and throughout various areas within a single business.
In early 2015, InMoment turned Watson on its head, using the technology to actually generate richer data. The company’s award-winning, patent pending Active Listening Suite applies text analytics capabilities to understand what customers are saying, and not saying, in their reviews, and triggers relevant follow-up questions in real time. Fashion retailer Express saw a 33 percent increase in the number of comments and a 37 percent extension in comment length after deploying Active Listening.
“From the very beginning, we understood the unparalleled value inside of unstructured data,” said JD Nyland, executive vice president of product at InMoment. “IBM’s Watson was the clear leader in early NLP technology, and it made sense for us to leverage their strengths as a foundation to build the specialized analytics engine we needed to transform unstructured data into meaningful insights. As one of the earliest adopters and ongoing innovators of Watson technology, we’ve seamlessly integrated its capabilities across our platform, giving us the ability to perform incredibly sophisticated deductive, predictive, and even prescriptive analyses on the full range of customer data. Our partnership with IBM has been important to our ability to deliver differentiated value to the market, and provide real business solutions to our clients.”
Spencer Morris, senior VP of data science at InMoment, will present “Do You Really Know Your Customers?” on Thursday, Oct. 27 at 10 a.m. in room South Pacific G at the Mandalay Bay Resort in Las Vegas.
InMoment™ is a cloud-based customer experience (CX) optimization platform that helps brands leverage customer and employee data to inform better business decisions, and create high-value relationships. Through its Experience Hub™, InMoment provides Voice of Customer (VoC), Social Reviews & Advocacy, and Employee Engagement solutions, as well as strategic guidance, support, and services to nearly 400 brands in 95 countries. For more information, visit http://www.inmoment.com.
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