Medallia unveils four innovations for the AI sector, features that will change the degree of personalization of the user experience of customers and employees.
Ask Athena, Intelligent Summaries, Smart Response e Themes will be available to Medallia customers as part of the Medallia Experience Cloud.
Joe Tyrrell, CEO of Medallia
These incredible new generative AI solutions mark a fundamental shift in customer experience, moving from observing data and analytics to taking action, in real time, through automation, to deliver a personalized, immediate experience.
We are realizing our vision of a future driven by artificial intelligence built to continuously adapt new information in real time at every point of the customer and employee journey, dynamically adjusting to each new signal to personalize the experience and enable everything responsible staff to be more effective in the most critical tasks.
Generative artificial intelligence for personalized interactions Ask Athena
By asking Athena a simple question, you will get a quick, intuitive answer, the result of the information collected. The response will be generated using data on a company’s experience or any recognized relevant point. Ask Athena understands the context of the question and returns a summary, formulated by AI, complete with results and additional data, graphs, charts and all other useful information. Ask Athena makes it easy to pinpoint the performance of a specific line businessdelve deeper into individual region or customer segments, or understand detailed feedback and suggested actions, all through simple, conversational questions.
Intelligent Summaries
It is an innovative solution that saves employees thousands of hours, thanks to summaries created by artificial intelligence on any interaction, profile and more. These reports include the most important details for customer representatives or employees, such as the reasons for contact, how the problems were resolved and the level of customer satisfaction. Intelligent Summaries then eliminates the need for employees to do the tedious work of reviewing millions of documents and provides instead feedback complete concise and accurate, appearing exactly where employees need them to be used throughout the entire platform.
AI improves user experience – Smart Response
The AI Medallia’s generative Smart Response provides a personalized, empathetic and accurate response to customers, in real time. Brands can increase customer satisfaction and loyalty by empowering every employee to close the loop faster that never. Employees can spend less time writing responses and more time ensuring everyone they address receives them, using generative AI to automatically create contextually correct, personalized responses with specific feedback. Employees have full control as responses are editable and can be submitted by individuals, providing control over the final response and an easy opportunity to further customize offers or services when needed.
Themes
By leveraging generative AI you can achieve faster, more detailed, action-oriented insights, complete with generated summaries on each topic. Employees at all levels are now able to identify problems more quickly and simplify root cause analysis and data exploration. With the ability to track emerging reporting trends over time, companies can easily act on them KPI.
Since launching AI-based text analytics in 2008, Medallia has continuously developed secure AI capabilities for business needs, including speech and speech-to-text analytics, AI-powered automations, experience orchestration, and more. Like these capabilities, the new generative solutions are built with enterprise-level control to protect data at every level and meet the complex business needs of global brands.
Simonetta Turek, Chief Product Officer of Medaglia
The AI Moderation Council demonstrates the importance we place on our customers’ data privacy, security and responsible use. To further these efforts, we are also launching an AI Advisory Board that will include participation from our customer and partner communities, creating a space where the exchange of knowledge and best practices can be shared, as well as fostering a focus on the approach responsible and ethical use of AI.