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Medallia unveils AI breakthroughs for personalised CX
Wed, 7th Feb 2024

Medallia Inc., a global front-runner in delivering customer and employee experience, announced today at its Experience 24 conference a series of breakthroughs in artificial intelligence (AI) technology that will revolutionise the way organisations personalise customer and employee experiences. The four AI innovations - Ask Athena, Intelligent Summaries, Smart Response, and Themes - are predicted to democratise insights, boost employee capability, and enhance customer experiences by utilising malleable AI and intelligent automation systems.

Ask Athena is a feature that offers quick, intuitive, and well-informed answers to questions. Ask Athena comprehends the query's context and returns a summary of the results in addition to extra data, graphics, charts, and more. The purpose is to simplify navigating business performance metrics, delve deeper into regional or customer demography data, or examine detailed feedback records and suggested actions, making use of easy, straightforward questions.

Intelligent Summaries is an AI tool designed to save thousands of employee hours by providing automated summaries of any interaction that include important details, such as reasons for contact, issue resolution, and customer satisfaction. This AI function aims to eliminate the need for employees to review millions of records manually, delivering efficient and accurate summaries where required.

Smart Response is a tool that offers personalised, empathic, and correct customer responses in real-time. Utilising generative AI, Smart Response aims to boost customer satisfaction and loyalty by empowering employees to close the conversation loop faster than ever before. It autopilots contextually accurate and personalised responses to specific feedback, while also providing an option for employees to edit the responses, giving them full control over final communication.

Themes is an AI-fuelled tool that expedites time to insight with actionable, fine-grained themes that include Intelligent Summaries for each theme. This feature aims to enable employees to identify issues quickly, streamline root cause analysis, and data exploration and track emerging trends in reporting over time.

These solutions are the latest in forward steps by the company since they launched AI-driven Text Analytics in 2008, including voice analytics, speech-to-text technology, AI-driven automation, and more. CEO at Medallia, Joe Tyrrell, stated: "These incredible new generative AI solutions mark a fundamental shift in customer experience, moving from looking at data and analytics, to taking action, in real-time, through automation, to deliver a personalised, instant experience."

In a move reflecting Medallia's commitment to ethical AI use, the company has formed an AI Moderation Council comprising members from their Legal, Privacy & Security, Compliance, Engineering, Product, and Customer divisions. Simonetta Turek, Chief Product Officer at Medallia, stated: "The AI Moderation Council reflects the importance we place on our customers' data privacy, security, and responsible use of their data. To further these efforts, we are also launching an AI Advisory Board that will include participation from our customer and partner communities."