InMoment has introduced AI-powered Active Listening Agents, an upgrade to its Active Listening tool that uses contextually aware generative AI (GenAI) to prompt customers with thoughtful follow-up questions, encouraging richer and more detailed responses. By employing securely hosted LLMs to analyse and process feedback in real-time, these updates aim to elevate the feedback experience and deliver immediately actionable insights.
Traditional feedback methods usually suffer from “survey fatigue,” resulting in brief or vague responses that lack actionable insights. The new tool engages respondents dynamically, helping them share more specific feedback without feeling burdened by the process. This approach drives meaningful change for brands, as the tool generates deeper insights into customer experience (CX), enabling organizations to address issues effectively and foster long-term loyalty.
“Survey fatigue is a real challenge in our industry, with traditional feedback methods often leaving respondents feeling disengaged. With AI-powered Active Listening, we can enhance the feedback experience while driving meaningful change by uncovering insights that help brands improve experiences and build lasting loyalty,” said Tim Mohler, CTO at InMoment.
A recent InMoment study compared three types of survey techniques: no active listening, rule-based active listening with a “detail strength meter” (which prompts users to add more detail), and AI-powered active listening with the same meter.
According to the results, respondents using AI Active Listening were 2.4 times more likely to leave feedback with actionable insights, defined by the presence of five or more specific tags. In addition, AI Active Listening increased the likelihood of customers providing actionable insights on their intentions by 24%, creating new opportunities for proactive engagement.
The AI-powered feature also generated, on average, 70% more words per response, helping teams gather a fuller picture and take personalized action. Moreover, InMoment’s conversational AI-enhanced surveys identified 54% more topics, enabling more comprehensive analysis and identifying specific improvement opportunities.
The company’s improved Active Listening Agents utilise AI to make feedback collection more effective and relevant, enabling brands to respond to customer needs with new levels of precision and empathy.