Quantum Metric Upgrades for AI-Based Journey Analysis

Customer lifecycle analytics platform Quantum Metric has released a new version of its platform, focused on simplifying how organizations listen to and act on the needs of their customers. It includes Felix AI, a new session summarization feature powered by Google Cloud's Gemini Pro.

The platform allows users to monitor, analyse and optimize customers' digital journeys, and to tie the results to core business objectives. Quantum Metric says session replays of customer behavior 'provide needed visibility into the customer experience but are inherently complex and time-consuming' - its own customers spent more than 320,000 hours reviewing session data last year. The new Felix AI 'summarizes a session in seconds', according to the firm, 'capturing the exact experience the visitor went through' - while issues can be 'instantly quantified' to understand their importance and their impact on key business metrics. Via a flexible API, Felix AI can be integrated directly into VoC feedback received via text, email or Slack, giving immediate context on customer feedback.

Included in the new spring release alongside Felix AI are three other new products: Interactions, now including heatmaps and zoning so marketers can quickly optimize the layout and content of their top pages, User Analytics beyond individual sessions to understand how users behave over time, and build long-term customer retention and loyalty - and including new data visualizations on topics such as retention and churn analysis; and Lightning Analytics, specifically focused on optimizing critical workflows and operational apps built on Salesforce Lightning.

Mario Ciabarra (pictured), CEO and founder of Quantum Metric comments: 'In the past, our focus was transactional - how do we help the customer to make a purchase, book a flight, or open an account? The relationships we build with customers today are much more complex and span an entire lifecycle. To succeed, digital organizations need tools like Felix AI to simplify how they listen to their customers, and tools like Interactions and User Analytics to listen at scale and across their entire customer lifecycle'.

The firm is based in Colorado Springs, USA, and is online at www.quantummetric.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.