InMoment AI

From real-time insights discovery to individual customer recovery, turn your unstructured feedback into a predictable source of business growth.

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Let AI take the guesswork out of your CX program

Structured feedback and scores can be great indicators for performance, but the game-changing insights are those hidden in your unstructured feedback. Many brands still spend hours analysing data word by word when they should be using that time to make more informed business decisions to ultimately drive change. Let predictive customer analytics powered by InMoment AI do the heavy lifting on analysis, so you can spend time lifting your results.

Conversation Intelligence

Smart Summarization

Image Recognition

Impact Prediction

CX-Trained LLMs

Machine Learning NLP

Automated Actions

Generative AI Prompts for More Valuable Responses

Without encouragement, qualitative feedback can be incomplete. Active Listening™ is the only conversational bot that uses real-time text analytics and generative AI to listen, understand, and respond—eliciting more valuable responses with more actionable data points.

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Conversational Intelligence for Agents and Customer Experience

Understand the nuanced exchanges between your service agents and customers for better agent coaching and customer satisfaction. Our specialised text analytics models handle conversational complexities and link CX insights to agent performance, call stage, and customer issues.

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Turn Complex Analysis into Focused Action

InMoment AI’s Smart Summary uses generative AI Large Language Model technologies to securely and intelligently transform hundreds of pieces of individual and discrete feedback into easily consumable short, structured paragraphs to surface the most important topics and trends to help organisations take immediate action on their customer feedback.

The use of the InMoment AI will allow us to easily analyse feedback in all of its forms to receive more detailed and immediate insight from a wider variety of guest experiences. Our team is focused on using the additional insight to make business decisions without delay”

– Tony Darden COO, Jack in the Box.

Listen to Customer Feedback, or See it For Yourself

Let AI turn your images into qualitative insights for product, service, and CX improvements. By analysing the objects in photos, you can determine experiences that do (or don’t!) meet brand and product experience standards.

Predict What Will Drive Your Business Forward, Faster

Analyse the impact of key driver questions on your top metric and understand how action plans will affect experience scores such as NPS, CSAT, and CES, so you can make informed decisions to align your organisation around the customer experience.

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Privacy, Cost, and Quality. We Make Generative AI Work For Your Modern CX Strategy.

CX has never been a one-size fits all approach, and neither should generative AI. Our custom large language model (LLM) framework lets you take advantage of the very best that LLMs can offer. Whether it’s to summarise your feedback, understand what drives your key metrics, or have intelligent conversations — InMoment AI has you covered.

Detect Intent, Effort, and Emotion in Your Feedback

Our AI automatically detects the intentions, effort, and emotions behind every message you receive. We can tell you if customers intend to Buy, Quit, Recommend, or even Discourage your business.

Plus, we’ll provide you with key insights on how much effort is required and what emotions are at play—Anger, Fear, Happiness, Trust, and more. With this powerful knowledge, you can swiftly close the feedback loop!

Use Machine Learning to Discover New Trends

Our text analytics uses AI-driven discovery with machine learning to improve accuracy over time, boosting your ability to correctly determine new topics, terms, competitors, products, and phrases as they enter the customer vocabulary. It’s time to never miss a trend.

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AI-Generated Responses

Simplify your day-to-day and respond to more feedback with AI-generated responses. Modern AI technology analyses sentiment, understands nuances, and provides meaningful responses that save your team time and effort to respond.

Automate Action at Scale

Close the loop with individual customers in-channel or create segments for automated actions based on AI-driven categorisation. Whether sending recovery emails to “frustrated” customers, or giving kudos to employees. Take the right action at the right time.

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See ROI in Half the Time

InMoment’s integrated CX approach increases customer lifetime value and bottom line performance in just 12 months, significantly faster than the industry average of 25 months!

Estimated ROI (payback period in months)

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