InMoment platform uses ChatGPT tech to improve customer experience

Sandeep Garg, Chief Product Officer at InMoment
Sandeep Garg, Chief Product Officer at InMoment

InMoment®, a provider of Experience Improvement (XI)™ solutions, announced innovations incorporating ChatGPT capabilities, powered by technology from ChatGPT creator OpenAI into its XI Platform–making the company one of the first customer experience vendors to do so.

What is the market offering of InMoment’s innovations?

Following the launch of InMoment AI last year, InMoment built on its foundation of award-winning natural language understanding (NLU) technology to include natural language generation (NLG). This advancement marked a new era of integrated CX, helping customer experience leaders better understand where to focus for biggest impact, in the fastest time.

Recently, InMoment has launched a first-of-its-kind technology – Smart Summary Generator powered by OpenAI technology. Smart Summary Generator intelligently and effectively transforms hundreds of pieces of individual and discrete customer feedback into easily consumable, short, structured paragraphs to surface the most important topics and trends in order to help organizations take the required immediate action on their customer feedback.

The company’s dedication to leveraging the latest innovative technology and enhancing its current AI-based functionality in the XI Platform—by including technology from ChatGPT creator OpenAI—is a testament to its commitment to innovation and gives its clients a business advantage to improve business performance in today’s competitive environment.

“We have all seen the recent headlines around the popular use of ChatGPT, but what is not being talked about nearly enough are the new opportunities that generative AI brings to enterprise software applications around the world. At InMoment, we immediately identified the opportunity to leverage the power of this technology to solve real-world business problems for many of our clients and customers,” said Sandeep Garg, Chief Product Officer at InMoment.

How does the Smart Summary Generator work?

This AI-based solution allows automated summarization of customer feedback across different channels like reviews, contact center conversations, as well as surveys. The summary generator can distill hundreds of individual customer comments into an overview of the most pressing topics in just a few minutes–increasing speed to insight which in turn improves the opportunity for quicker action—to solve any problems that directly involve an organizations’ customers.

There is another area where the InMoment XI Platform is leveraging this next-generation AI tech within its offerings to create smart feedback examples. This capability generates granular and highly specialized test datasets similar to what a human would take hours to complete.

Users can send commands to generate meaningful survey feedback examples for any particular topic. This will be done to improve text analytics model accuracy and effectiveness as well as to drastically decrease the time taken to market for new models which benefits its clients.


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