InMoment®, a leader in Experience Improvement (XI)™ solutions, has launched AI-powered Active Listening Agents, a newly configurable version of its award-winning Active Listening feature. This update leverages generative AI (GenAI) to prompt follow-up questions, enabling deeper, more detailed feedback from customers. By deploying secure, privately hosted LLMs, InMoment’s latest advancement aims to refine the feedback process, generating actionable insights that drive impactful customer experience (CX) improvements.

• Enhanced Feedback Collection

  • Active Listening Agents use GenAI to prompt respondents with context-aware questions, encouraging them to elaborate on their answers.
  • Real-time interactions foster more detailed responses, which InMoment’s text analytics models can analyze for deeper insights.

• Insights Beyond Standard Metrics

  • Unlike traditional metrics like NPS or OSAT, Active Listening helps reveal nuanced insights directly from customer comments.
  • By encouraging detailed feedback, the platform’s text analytics can detect more topics, revealing areas of improvement that are often missed in brief ratings.

• Reduction in Survey Fatigue

  • Traditional surveys often lead to disengagement. By adding AI-driven follow-up questions, InMoment enhances the feedback experience, making surveys feel conversational and relevant.

Notable Findings from InMoment’s Study on Active Listening

1. Higher Likelihood of Actionable Feedback

   • Respondents were 2.4x more likely to leave feedback containing actionable details (five or more tags) with AI Active Listening.

2. Increased Customer Intent Insights

   • AI-powered Active Listening saw a 24% increase in actionable customer intent insights, leading to more engagement opportunities.

3. Boosted Response Detail

   • Surveys with AI-driven Active Listening prompted 70% more words per question, providing richer information for CX teams.

4. Enhanced Topic Detection

   • Text analytics models identified 54% more topics in AI-enhanced surveys, helping teams target specific areas for improvement with greater precision.

5. Insights on Customer Effort

   • AI Active Listening increased customer comments related to effort by 17%, helping companies understand and reduce friction points.

With AI-powered Active Listening Agents, InMoment is redefining the customer feedback experience. This innovation enables brands to gather more specific, actionable insights, enhancing the effectiveness of CX programs. By reducing survey fatigue and increasing feedback quality, InMoment’s new feature empowers businesses to make data-driven improvements that build customer loyalty.