Powered by generative AI and guided by Medallia’s AI Moderation Council, the new features are a game-changer for delivering personalized, connected experiences at scale.
PLEASANTON, Calif.–(BUSINESS WIRE)–Medal, Inc.the global leader in customer and employee experience, today announced four groundbreaking innovations in artificial intelligence (AI) at its Experience ’24 conference that will fundamentally change the way organizations can personalize customer and employee experiences .
Ask Athena, Intelligent Summaries, Smart Response and Themes will enable leading brands to democratize information, activate employees and individualize experiences using cost-effective, accountable and scalable AI and intelligent automation.. All four solutions will be available to Medallia customers as part of Medallia Cloud Experience.
“These incredible new generative AI solutions mark a fundamental shift in the customer experience, moving from looking at data and analytics to taking action, in real time, through automation, to deliver a personalized and instant experience said Joe Tyrrell, CEO of Medals. “We are realizing our vision of a future driven by responsible AI, designed to continually adapt in real time to new information at every stage of the customer and employee journey, dynamically training with each new signal to personalize every experience and empower humans. to be more effective in the critical tasks they assume.
The four new solutions will transform how businesses use generative AI to deliver more personalized experiences with every interaction:
Ask Athena: Simply ask Athena a question and get a fast, intuitive and informed answer, generated using an organization’s experience data or any relevant data point. Ask Athena understands the context of the question and returns an AI summary of the results and additional data, graphs, charts and more information. It’s easy to view performance of a specific industry, drill down into regional or customer segments, or access detailed feedback recordings and see suggested actions, all through simple, conversational questions .
Smart Summaries: Save your employees thousands of hours with AI-composed summaries of any interaction, profile, etc. that include the details most important to those serving customers or employees, such as reasons for contact, problem resolution and customer satisfaction. Intelligent summaries eliminate the need for employees to do the tedious work of reviewing millions of records and instead provide concise, accurate summaries, appearing exactly where employees need them in records and lists. ‘recordings, and can be used across the entire experience platform.
Smart response: Delivers a personalized, empathetic and accurate response to customers, in real-time, using Medallia’s Smart Response generative AI. Organizations can increase customer satisfaction and loyalty by enabling every employee to close the loop faster than ever before. Employees can spend less time crafting responses and more time ensuring everyone who should get a response receives it, all by using generative AI to automatically create contextually correct, personalized responses to questions. specific comments. Employees have full control as responses are both editable and can be sent by individuals, providing control over the final response and an easy opportunity to further tailor offerings or services as needed.
Themes: Get insights faster with more granular, action-oriented topics that now leverage generative AI, with intelligent summaries generated on each topic. Employees at all levels are now able to identify issues faster and streamline root cause analysis and data mining. With the ability to track emerging reporting trends over time, organizations can easily study how and why KPIs change.
Since launch AI-powered text analysis In 2008, Medallia has continually developed secure, enterprise-grade AI capabilities, including speech analytics, text-to-speech, AI-driven automations, experience orchestration and more. Reflecting these capabilities, new generative solutions are designed with enterprise-grade control to protect data at every layer and meet the complex business needs of global brands.
Medallia has created an AI Moderation Council to promote innovation while maintaining ethical, responsible, safe and inclusive use of AI for its experience products. The Council is comprised of members from Medallia’s legal, privacy and security, compliance, engineering, product, and customer organizations.
“The AI Moderation Council reflects the importance we place on our customers’ data privacy, security and responsible use of their data,” said Simonetta Turek, chief product officer at Medallia. “To further these efforts, we are also launching an AI Advisory Committee that will include participation from our customer and partner communities, creating a space where the exchange of learnings, challenges and best practices can be shared , as well as a focus on the future. responsible and ethical use of AI.
For more information about these solutions and Medalia’s leadership in AI, visit our AI Leadership Page.
About Medal
Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. As the leading enterprise experience platform, Medallia Experience Cloud is the mission-critical system of record that brings customer and employee awareness to all other applications. The platform captures billions of experience signals across interactions, including all voice, video, digital, IoT, social media and enterprise messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and results. Medallia customers reduce churn, turn detractors into promoters and buyers, instantly create cross-sell and upsell opportunities, and make revenue-impacting business decisions, delivering clear and powerful ROI . For more information, visit www.medallia.com.
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