InMoment Unveils the CX Industry’s First AI-Driven Journey Insights Tool Using NLP and LLMs

On November 21, 2024, InMoment, a leader in integrated Experience Improvement (XI) solutions, introduced AI Journey Insights, a groundbreaking platform feature designed to transform how businesses understand and optimize customer journeys. This innovation tackles a significant challenge in customer experience management—bridging the gap between channel-based and journey-based insights.

Jeff Catlin, SVP of Integrated CX and AI Products at InMoment explained that traditional customer experience programs have been limited by organizational silos, with different departments managing separate channels and touchpoints. AI Journey Insights removes these barriers by automatically mapping customer interactions across all channels, offering a unified perspective of the customer experience.

Key Innovations:

AI Journey Insights utilizes advanced large language models (LLMs) and natural language processing (NLP) to:

• Automatically identify and map customer touchpoints from diverse unstructured data sources such as conversations, surveys, reviews, and support tickets.
• Deliver industry-specific insights through AI models pre-trained on relevant data.
• Enable competitive analysis by mapping and analyzing competitors’ customer review data.
• Measure the impact of touchpoints on overall customer experience without manual configuration.

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Transforming Customer Experience Management:

Unlike traditional methods that require manual mapping of customer touchpoints, InMoment’s AI Journey Insights automatically uncovers and analyzes customer journeys from unstructured data. This transformation allows organizations to:

• Move from siloed, channel-specific views to a comprehensive, journey-based perspective.
• Gain insight into experiences across all stages and touchpoints.
• Identify friction points and areas for improvement.
• Make informed, data-driven decisions to optimize the customer experience.

Industry-Specific Intelligence:

AI Journey Insights offers tailored journey insights by using specialized AI models trained on sector-specific data. This eliminates the need for manual configurations, ensuring businesses can quickly gain accurate and relevant insights without extensive setup.

This new feature is set to revolutionize customer experience management by offering businesses a powerful tool for understanding and improving customer journeys with minimal effort.