Medallia has launched four AI innovations that it claims will "transform how companies use generative AI to deliver more personalized experiences across every interaction."
Through the implementation of scalable AI and intelligent automation, the innovations aim to radically alter how contact centers view personalization by individualizing experiences in a "cost-effective" and "responsible" manner.
The innovations aim to alter how contact centers view personalization.
Joe Tyrrell, CEO of Medallia, said: "These incredible new generative AI solutions will not only streamline workflows but also keep people in the driver’s seat to improve customer and employee experience.
Our vision is for a future driven by responsible AI, built to continually adapt to new information at every point across the customer and employee journey, dynamically training itself with each new signal to empower humans to do better work and organizations to personalize every experience.
Despite the focus on personalization, Medallia assures its users that their data privacy is of the utmost importance.
Like existing Medallia solutions, the latest innovations will be housed in its Experience Cloud and have been developed with guidance from Medallia’s AI Moderation Council with strict adherence to data protection and ethical use of AI protocols.
So, what exactly are these groundbreaking solutions? Without further ado, meet Medallia’s four game-changing AI innovations:
Ask Athena
Aptly named after a Greek goddess who was synonymous with wisdom, the first of Medallia’s AI innovations is the agent assistant, Ask Athena.
Athena uses a company’s experience data to allow users to ask conversational questions about areas such as customer segments and feedback records – simplifying the process of exploring data and uncovering insights.
Intelligent Summaries
With a promise to save frontline employees “hundreds of hours”, the Intelligent Summaries solution will perhaps prove to be the most enticing for contact center managers.