In the heart of Las Vegas, technology enthusiasts, industry professionals and curious spectators gathered for the Experience ’24 conference. Amid a wave of innovation and buzz, an AI-powered experience management software company, Medalshas unveiled its new AI-powered generative product capabilities aimed at improving customer experience (CX).
AI-powered solutions for improved customer experience
Medallia CEO Joe Tyrrell championed the importance of data and analytics in customer experience during his keynote. He challenged professionals to differentiate between interesting and important information, a distinction that could be key to attracting new customers and improving their experience. Making his mark on the AI scene, Michael Mallett, Vice President of Product Management, presented two AI-based solutions: Themesan intuitive tool for summarizing customer feedback, and Ask Athenaa smart tool providing information and recommendations on demand.
Smart summaries and smart response
In addition to AI advancements, Hadley Spadaccini, senior director of product marketing, unveiled intelligent summaries for contact centers. This innovative tool is designed to quickly analyze interactions, simplifying the tedious task of sifting through customer communication. In addition to this, Spadaccini presented Smart response, a system designed to generate empathetic and contextual customer support messages, further revolutionizing CX. These solutions will be available to all Medallia Experience Cloud customers, providing a new approach to customer interaction and support.
Medallia’s Approach to Ethical AI
While the transformative potential of AI cannot be denied, it also raises ethical considerations that require careful attention. Addressing this topic, Tyrrell discussed the broader implications of AI, emphasizing the need for meaningful engagement with the technology while avoiding unintended consequences and bias. To ensure responsible use of AI, Medallia created an AI Moderation Council and launched a new AI Advisory Council. These bodies will guide the company’s use of AI, maintain customer trust, and ensure that Medallia’s AI innovations comply with ethical standards.
The Experience ’24 conference served as a reminder of the growing impact of generative AI in the CX industry and the need for careful and thoughtful adoption of new technologies. Medallia’s new product capabilities and commitment to ethical AI practices underscore its leadership position in the evolving customer experience management landscape.
