The leading provider of Experience Improvement (XI) solutions, InMoment is introducing innovations incorporating ChatGPT capabilities, powered by technology from ChatGPT creator, OpenAI into its XI Platform – the first customer experience vendor to do so.  

“We’ve all seen recent headlines around personal use of ChatGPT, but what isn’t being talked about nearly enough is the new opportunities generative AI brings to enterprise software applications worldwide,” InMoment chief product officer, Sandeep Garg said.

“At InMoment, we immediately identified the opportunity to leverage the power of this technology to solve real-world business problems for our clients.”

Following the launch of InMoment AI last year, InMoment built on its foundation of 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.

InMoment is now launching a first-of-its-kind technology – Smart Summary Generator powered by OpenAI technology. Smart Summary Generator intelligently transforms hundreds of pieces of individual and discrete feedback into easily consumable short, structured paragraphs to surface the most important topics and trends to help organisations take immediate action on their customer feedback.

This AI-based solution allows automated summarisation of customer feedback across different channels like reviews, contact centre conversations, or surveys. The summary generator can distill hundreds of individual customer comments into an overview of the most pressing topics in just minutes.

There is another area where the InMoment XI Platform is leveraging this next-generation AI technology within its offerings to create smart feedback examples. This capability generates granular and highly specialised test datasets similar to what an actual human would take hours to complete. Users can send commands to generate meaningful survey feedback examples for any specific topic to improve text analytics model accuracy and drastically decrease the time to market for new models.