Confirmit adds AI-driven CX solutions

Richer insights from customer experience and research programmes are the result of new features added to the Confirmit Horizons platform.
The developments include fresh partnerships with Brandwatch and Tealium, a Digital Feedback module for configuring web and app intercepts, and enhanced AI-driven text analytics. 

"This combination enables businesses to intelligently analyse and act on digital feedback across key digital channels of social, app and online," said Terry Lawlor, EVP Product Management at Confirmit.

“Digital now permeates the entire feedback ecosystem, and businesses need to be able to capture, analyse and act on more data than ever before.

"By using deep learning AI techniques, we are now able to provide more advanced decision and action support.”
The latest additions to the platform include...

Mobile App SDK: This allows businesses to embed feedback collection into their existing mobile apps. This provides a completely seamless look and feel and allows easy configuration of when app intercepts are triggered. This means that users are in complete control over how surveys within the app look and behave.

Digital Feedback: CX teams and researchers can capture web-based insights and leverage the power of tag management systems such as Tealium without the involvement of web development teams. This provides greater flexibility and efficiency in improving the web user experience, using branded and engaging digital data collection techniques.

Concept Miner: Concept Miner now supports human-guided AI to uncover new topics so that text analytics is not limited to pre-defined category models. Companies are able to apply human intelligence combined with AI to continually learn, with an automated eye on what’s changing in their world.

Social Listening: The new partnership with Brandwatch enables businesses to import brand mentions from millions of data sources into Confirmit Horizons for AI-driven analysis using the power of Confirmit Genius and Concept Miner.

Social Reviews: Confirmit Horizons now offers the ability to capture and analyse social reviews from all the most common review sites, with the option to configure new review sites as needed.
Lawlor added: “For many insights and CX teams, agility and control are critical to driving success.”

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