– New Capability Enables Brands to Deliver Personalized Review Responses at Scale While Maintaining Brand Voice and Control
InMoment®, a Press Ganey Forsta Company and customer experience technology leader with deep expertise in AI, natural language processing, and cross-industry solutions, announced the launch of AI Auto Responding within its Reputation Management platform. This first-of-its-kind capability empowers multi-location businesses to maximize impact and reduce workload by allowing them to easily create and save personalized, on-brand prompts and leverage in auto responding workflows or as a library of templates when engaging with customer reviews.
“AI Auto Responding represents the next evolution in reputation management, enabling brands to ensure every customer feels heard while freeing their teams to focus on strategic initiatives.”
As marketing teams operate with reduced resources, businesses are increasingly seeking automated solutions that don’t sacrifice quality or personalization. Unlike traditional automation that relies on static templates, InMoment’s AI Auto Responding uses advanced, generative AI to dynamically generate unique responses based on sentiment, context, and brand guidelines.
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“As staffing challenges persist across industries, our enterprise customers need smarter solutions that allow them to maintain high-quality customer engagement without overwhelming their teams,” said Sarah Speigle, Director of Product, Reputation Management, at InMoment. “AI Auto Responding represents the next evolution in reputation management, enabling brands to ensure every customer feels heard while freeing their teams to focus on strategic initiatives.”
Smart, Adaptive Responses at Scale
InMoment’s AI Auto Responding eliminates the need for brands to create and manage extensive template libraries. The system crafts unlimited unique responses that align with established brand guidelines while maintaining a natural, conversational tone. This ensures consistency and authenticity across all locations while allowing brands to engage with more reviews in less time, increasing customer engagement and boosting loyalty.
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Based on current market analysis, InMoment is the only provider offering true AI-powered auto responding for reviews. While competitors offer AI-assisted, manual review responses and basic auto responding using static templates, no other solution enables brands to fully automate responses with AI while maintaining control through customizable rules and guidelines.
This launch represents a significant shift in reputation management strategy, aligning with InMoment’s vision of “Service as Software” — where AI agents don’t just assist humans with tasks but perform the work themselves, empowering CX teams to focus on higher-value initiatives.
