Medallia Upgrade Adds Real-Time 'Frontline' Data

Customer and employee experience specialist Medallia has announced an upgrade including a number of new AI capabilities focused on delivering insights and recommendations 'directly to the people who shape customer experiences' - these include frontline workers such as contact center agents and hospitality teams.

Medallia and its sister companies UserTesting and J.D. Power are part of the portfolio of investor Thoma Bravo/ The firm captures billions of experience signals from sources including voice, video, digital, IoT, social media and corporate messaging tools, and its Experience Cloud platform adds proprietary AI and machine learning technology to automatically reveal predictive insights and feed customer and employee data into other business applications.

New features include Intelligent Summaries for Text Analytics, which automatically analyze customer comments to surface patterns, trends and emerging issues; Mobile Scorecard Notifications, which deliver real-time, personalized alerts directly to frontline managers; expanded Spanish language support; and Root Cause Assist on Mobile Scorecards, which allows managers to investigate performance drivers and take corrective action directly from their mobile devices.

'Customer experience is won or lost on the front line,' says CPO Fabrice Martin (pictured), 'and that's exactly where AI has to work. While the entire organization benefits from intelligence, the most significant impact comes from giving customer-facing teams GenAI insights they can act on right now. When employees can make smarter, faster decisions based on real-time customer data, the result on experience quality is transformational. Our customers are already seeing dramatic efficiency gains, with one client using Smart Response to slash reply times from three minutes to just 30 seconds. This is the new standard when AI becomes accessible to everyone at scale.'

Web site: www.medallia.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.