InMoment brings new AI capabilities to understanding the customer and employee experiences

InMoment, the customer and employee experience platform, has announced the launch of InMoment AI as an added layer of intelligence in its XI (experience intelligence) platform. The launch leverages the capabilities InMoment brought on board with its acquisition of Lexalytics in September 2021. Lexalytics provides structured and unstructured data analytics and AI-powered natural language processing (NLP).

Lexalytics has been especially focused on sentiment analysis and these new capabilities include the use of algorithms to predict and respond to emotion or intent. Also included are next-best-action recommendations, conversational analytics and predictions based on customer or employee behavior.

“As the world moves beyond structured surveys, superior machine learning and NLP/NLU [natural language understanding] are key to unlocking the insights available in all of a company’s data, both structured and unstructured,” said Mehul Nagrani, General Manager, AI Product & Technology at InMoment in a release.

Dig deeper: From sentiment to empathy: Understanding how customers feel

Why we care. Surveys? Questionnaires? Focus groups? The environment in which we now live and work just seems too complex and fast-moving for those traditional ways of understanding how happy or unhappy customers and employees are. Data sources are multiplying, the richest data tends to be unstructured, and businesses need to be able to analyze data at scale. It’s easy to understand where an AI solution fits in.

It’s also worth noting that InMoment promotes employee experience intelligence. Something we often hear is that good customer experiences won’t happen when employees themselves are having bad experiences. InMoment emphasizes the importance of understanding both.