Customer and employee experience company Medallia has announced four “game-changing” innovations in artificial intelligence (AI) that it says will fundamentally change the way organizations can personalize customer and employee experiences.
According to MedalsAI innovations from Ask Athena, Intelligent Summaries, Smart Response and Themes aim to “democratize information, activate employees and personalize experiences for leading brands by leveraging AI and intelligent automation profitable, responsible and scalable.
“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 the Medallia Experience Cloud,” Medallia said.
“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 Medallia.
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“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.
Tyrrell says 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.
Medallia claims that since launching AI-powered Text Analytics in 2008, it has continually developed secure, enterprise-grade AI capabilities, including speech analytics, text-to-speech, AI-based automations, experience orchestration and much more – and like 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 also says it 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 the privacy, security and responsible use of our customers’ data,” said Simonetta Turek, Director of Product 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.
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