Brand intelligence and reputation/reviews management firm Chatmeter recently announced an “expanded suite of generative AI tools designed to empower brands to connect with customers faster and more personally than ever before.”
Back in April, Localogy Insider reported that it was beefing up its AI capabilities to make its sentiment analysis tools more powerful. The bigger objective was to allow Chatmeter clients to more strategically analyze data about customer experiences.
Chatmeter Enhances Its AI-Powered Tools to Elevate Brand Intelligence
This week’s AI-related announcement involves making it possible for brands to respond to reviews much faster and with greater depth using AI. The upgrades also enable Chatmeter customers to create social media posts using AI “without losing the human touch.”
In discussing the new capabilities, Cynthia Sener, Chatmeter’s President, Go-to-Market, told Localogy Insider that the magic happens when sophisticated technology meets the human component of service delivery.
“At our core, we are a technology-driven company that values the power of human connection. Our platform technology is innovative, but what truly differentiates us is our team of experts who are passionate about providing the best customer service experience possible,” Sener said.
“At the end of the day, it’s all about building meaningful relationships with our customers and helping them achieve their goals.”
More Evidence that Reviews Matter
Responding to reviews quickly and thoughtfully has become a must-have rather than a nice-to-have for brands, and the agencies that serve them. Chatmeter recently completed a survey of 1,369 consumers that reinforced the widely understood reality of reviews. They matter. A lot.
For example, more than 89% of respondents said they used reviews to assess quality. And a majority (56%) said they only really trust reviews that have been posted within the past month. Further, 58% said that businesses really need to respond to written reviews. And they must do so quickly.
The survey also revealed some emerging receptivity to newer technologies like AI and the metaverse. For example, 39% of respondents said they liked the idea of using ChatGPT for reviews. And 30% said they liked the “idea of brand reviews through an engaging Metaverse experience.”
Chatmeter Report Shows Small Restaurant Brands Understand CX
Sener was a speaker at Localogy‘s recent L23 conference, where she participated in a panel about private equity investment. She spoke positively about Chatmeter’s experience with private-equity investors. In July 2019, Chatmeter received an investment (the amount was not disclosed) from Providence Strategic Growth.
At the L23 conference, Sener described the PE investment as critical to enabling the company to scale.
