Sydney, Australia – Experience improvement (XI) solutions company InMoment has launched its new layer of intelligence, InMoment AI, aimed at enabling brands to grow through a better understanding of teams, current customers, and future customers alike.
The new intelligence comes after InMoment’s recent acquisition of, a provider of cloud and on-premise natural language processing and machine learning. Lexalytics brings two decades of expertise in NLP and machine learning to InMoment’s XI Platform, and the combination captured through InMoment AI, which accelerates companies’ ability to get to high-impact, informed actions quickly.
Through the new InMoment AI, organisations will be able to benefit from smarter data, which will provide them with an industry-intelligent data management and a complete view of analytics of the customer and employee journey, intelligent conversations, which will let them understand the sentiment and intent behind feedback with humans stepping in as needed for experience intervention, and behaviour prediction, which allows them to predict outcomes and experience scores based on business metrics and unstructured data, as well as automated action, which will automate and recommend the next-best-action for customer segments based on past experiences and current data.
Andrew Joiner, InMoment’s CEO, believes that the further investment in InMoment AI will offer their clients the unique capability to identify transformative insights from previously inaccessible data to make an unprecedented impact.
“Whether it’s using conversational surveys to solicit richer feedback, using machine learning and natural language processing on new unstructured datasets to surface growth opportunities, or using AI algorithms to predict and preemptively act on emotion or intention – InMoment AI has a solution to help brands improve experiences at every step in the customer journey,” said Joiner.
Meanwhile, Mehul Nagrani, InMoment’s general manager of AI products and technology, shared that the world is now moving beyond structured surveys, and superior machine learning and NLP/NLU are the new keys to unlocking the insights available in all of a company’s data, both structured and unstructured.
“InMoment AI is the key to understanding omnichannel experience journeys and solving the issue of a siloed and fragmented view of the customer, employee, and market,” said Nagrani.
The new InMoment AI is now available both in the cloud and on-premise.
