Quantum Metric simplifies digital buyer listening with Gen AI powered resolution

“We’re very excited concerning the launch of Felix AI, harnessing the facility of Google Gemini to offer readability to the areas of the digital expertise which have the best influence,”  stated Paul Tepfenhart, International Director of Retail Industries at Google Cloud. “Quantum Metric has constructed a Gen AI-powered product that takes their deep customer-centric information set and helps their prospects speed up their AI technique.  Within the fingers of digital leaders, Felix AI permits prospects to rework the best way groups analyze and empathize with the client alternatives.”

Session replays, commonly utilized by digital organizations, present wanted visibility into the client expertise however are inherently advanced and time-consuming. In actual fact, in 2023, Quantum Metric prospects spent over 320K hours reviewing session information.

Powered by Google Cloud’s Gemini Professional mannequin, Felix AI summarizes a session in seconds, capturing the precise expertise the customer went by means of. Breaking away from the standard session replay instruments, Felix AI presents a simplified method to digital buyer listening that may be immediately quantified to grasp the size of every subject and its influence on key enterprise metrics. Customers can even dig into the main points of a person’s expertise by means of Felix’s immediate, which permits customers to ask clarifying questions, comparable to which marketing campaign a buyer got here from.

With a versatile API, Felix AI might be prolonged to the channels and use circumstances the place digital groups want it most together with:

• Direct integrations into VoC suggestions acquired through textual content, e mail and even Slack, giving quick context on buyer suggestions.
• Function-based summaries, together with help for the decision middle, the place brokers can now  immediately perceive the client’s subject earlier than they’ve defined it.

Outdoors of the introduction of Felix AI, Quantum Metric’s spring launch consists of three new merchandise designed to help your entire buyer lifecycle and additional democratize information throughout groups together with product and advertising and marketing.

• Interactions – reimagined to incorporate heatmaps and zoning that make it easy for entrepreneurs and UX professionals to rapidly optimize the structure and content material of their prime pages. Additionally providing improved capabilities in relation to saving, sharing and collaborating on tasks.
• Person Analytics – enabling digital organizations to transcend particular person periods to grasp how customers behave over time to construct long-term buyer retention and loyalty. With new information visualizations, like retention and churn evaluation, digital groups can dig deeper into what’s attracting and detracting repeat visits throughout net and cell apps.
• Lightning Analytics – a singular and highly effective resolution constructed to allow prospects to watch, diagnose, and optimize the essential workflows and operational apps constructed on Salesforce Lightning.

“Up to now, our focus was transactional—how will we assist the client to make a purchase order, e-book a flight, or open an account?” stated Mario Ciabarra, CEO and founding father of Quantum Metric. “The relationships we construct with prospects at present are way more advanced and span a complete lifecycle. To succeed, digital organizations want instruments like Felix AI to simplify how they hearken to their prospects, and instruments like Interactions and Person Analytics to hear at scale and throughout their whole buyer lifecycle. That is the start of a brand new technology of digital analytics instruments, and we are able to’t wait to see what our digital organizations can do to additional the requirements for an important digital buyer expertise.”