InMoment Targets Customer Feedback with new AI Active Listening Agents

InMoment has announced the general availability of its new AI-powered Active Listening Agents.

The fresh solution is a revamped version of the company’s Active Listening feature, which uses context-aware generative AI (GenAI) to prompt follow-up questions, encouraging users to give more detailed responses in real time.

By enhancing the tool with configurable capabilities, InMoment is focusing on delivering a more sophisticated feedback collection experience that can provide a deeper level of insights.

The Active Listening Agents are equipped with privately hosted, secure large language models (LLMs), which are capable of processing and responding to feedback in real time.

In discussing the news, Tim Mohler, CTO at InMoment, explained how his company’s latest release was designed to tackle the issue of survey fatigue:

“Understanding the full story behind customer feedback is a critically important factor behind running a successful, integrated CX program.

Survey fatigue is a real challenge in our industry, with traditional feedback methods often leaving respondents feeling disengaged.

“With AI-powered Active Listening, we can enhance the feedback experience while also driving meaningful change by uncovering insights that help brands improve experiences and build lasting loyalty.”

So, let’s take a closer look at how InMoment’s Active Listening Agents plan to revitalize the customer survey and feedback process.

A More Sophisticated Survey

InMoment argues that while much of the customer service and experience sector preoccupies itself with surveys specifically created to reveal NPS and OSAT scores, in order to garner “actionable insights,” companies must truly listen to what their customer have to say.

This is where Active Listening comes in.

According to InMoment, the solution elicits longer responses from respondents, increasing the likelihood of receiving actionable feedback and allowing the platform’s text analytics models to identify more topics for improvement.

These assertions are supported by a study conducted by InMoment using three types of surveys: one without active listening; one with rule-based active listening featuring a “detail strength meter” to prompt more feedback; and one with AI-powered active listening, also using the detail strength meter.

The results of the study highlighted the following key benefits:

• AI-powered Active Listening led to respondents being 2.4x more likely to provide actionable feedback.
• Customers were 24% more likely to share insights about their intent, creating more opportunities for proactive engagement.
• On average, it increased word count by 70% per question, revealing more details for personalized actions while reducing survey fatigue.
• InMoment’s conversational AI enhanced text analytics by identifying 54% more topics, improving the ability to find areas for improvement with greater accuracy.
• AI Active Listening boosted comments about customer effort by 17%, encouraging valuable experience feedback.

More News from InMoment

Earlier this year, InMoment made headlines when it claimed to be the first VoC (Voice of Customer) vendor to integrate ChatGPT into its XI Platform.

The company’s ChatGPT-powered Smart Summary Generator transforms numerous customer comments into concise, well-structured summaries, making it easier to identify key issues and trends.

This new technology also allows businesses to automatically summarize large volumes of customer feedback and generate survey examples to improve text analytics models.