Chatmeter today expanded the capabilities of its reputation management platform, Pulse AI: Signals, which released in Jan, 2024, with image analysis and review generation. The platform that aids businesses in delivering enhanced customer experience and streamlining reputation management, will now be able to analyze images in reviews and provide summarization rich in context.
“This release introduces the first iteration of AI-powered image analysis in Pulse Ai: Signals, but we’re just getting started,” said CEO, John Mazur.
The tool’s AI-powered image analysis is aimed at helping businesses with presence in multiple locations to obtain critical market data through AI analysis. Leveraging the new capability, Signals will now look at aspects like topics, trends, subjects and sentiments in the photos in reviews to surface key insights about a customer’s experience.
The image analysis will also help businesses spot photos that can be damaging to the business reputation, “such as health and safety issues, employee and customer welfare and unfair business practices, to name only a few,” said CTO, Dan Cunningham.
Trained with Chatmeter’s proprietary data, the LLMs behind the platform can read through millions of customer comments and answer direct questions in natural language in real-time, says Chatmeter.
“Managing customer experience across hundreds or thousands of locations of a restaurant, bank, gym or retailer used to be a very manual, challenging process,” Mazur noted echoing the pain points of retailers that, before AI, would struggle to have a cohesive management model for their distributed sites.
“Companies had to rely on time-consuming tactics like secret shoppers and management visits to understand what was happening across different locations,” he added.
Clever implementation of AI has made it possible to sidestep some very key challenges. “With AI, more automated customer intelligence is finally possible because you can take all the consumer chatter from every channel, millions and billions of data points, and understand trends and emerging issues across all your locations,” he explained.
Users across the Internet rely on online reviews to help make decisions about what store to shop at, what movie to watch, or what restaurant to dine in. A 2021 survey finds that almost all of the customers (99.9%) who shop online stop to read reviews before making a purchase decision.
“Reviews have incredible influence over customer decision-making,” Mazur said in the press release.
Another research states that 75% of the people that read online reviews tend to put their trust in the comments, and a 45% turn to feedback from friends and family to guide their decisions.
Chatmeter conducted a survey to learn where customers go online to find information about local businesses. The survey, also released today, shares key findings that tell what businesses can do to boost presence and improve reputation via online reviews.
For more AI updates, be sure to catch to live streams on the website from the AI Field Day event happening 29th through 30th Jan, 2025, or check out the recorded presentations at Techfieldday.com.
