InMoment Harnesses NLP and LLMs to Launch the CX Industry’s First AI-Powered Journey Insights Tool

New Feature Transforms Fragmented Unstructured Customer Data into Actionable Journey Intelligence

SALT LAKE CITY--(BUSINESS WIRE)--InMoment®, the leading provider of integrated Experience Improvement (XI)™ solutions, today announced the launch of AI Journey Insights, an industry-first platform feature that transforms how enterprises understand and optimize their customer journeys. The solution addresses a critical challenge in customer experience management: bridging the gap between channel-based and journey-based customer insights.

"Traditional customer experience programs have been constrained by organizational silos, with different departments owning different channels and touchpoints in a customer journey," said Jeff Catlin, SVP, Integrated CX and AI Products at InMoment. "AI Journey Insights breaks down these barriers by automatically mapping customer touchpoints across all channels and journey stages, providing a comprehensive view of the customer experience from every vantage point."

Key Innovations

The feature leverages large language models (LLMs) and natural language processing (NLP) analysis to:

• Automatically identify and map customer journey touchpoints from unstructured data sources, including conversations, surveys, reviews, and support tickets
• Provide industry-specific journey insights through pre-trained AI models
• Enable competitive analysis by analyzing and journey mapping competitors’ customer review data
• Measure touchpoint impact on overall customer experience without manual configuration

Transforming Customer Experience Management

Unlike traditional approaches that require manual mapping of listening posts and channels to touchpoints, InMoment's AI Journey Insights automatically discovers and analyzes customer journeys from unstructured data. This breakthrough enables organizations to:

• Move beyond siloed, channel-based measurements to a holistic journey view
• Understand customer experiences across all touchpoints and stages
• Identify friction points and opportunities for improvement
• Make data-driven decisions based on comprehensive journey insights
• Identify journey stages that may have been previously overlooked

Industry-Specific Intelligence

The feature’s AI models can be trained on specific datasets, ensuring relevant and accurate journey insights for different business sectors. This specialized training eliminates the need for customer teams to do extensive configuration and tuning.

Availability

AI Journey Insights is available today. For more information, visit InMoment AI.

About InMoment

InMoment is the leader in improving experiences and is the world's highest-recommended CX platform and services company. It is renowned for helping clients collect and connect customer experience data from everywhere—from surveys and social reviews to conversational chat logs and transcripts. As the pacesetters in AI and text analytics, its over 3,000 clients activate and understand every byte of structured and unstructured data, breaking down data and team silos to take the smartest actions. This award-winning technology, combined with in-house industry experts, empowers brands to gain ROI from their CX programs in half the time as their competitors. Unlock the true potential of every piece of customer data with InMoment. To learn more, visit inmoment.com.