• Digital analytics platform Quantum Metric released its new Gen AI-powered session summarization solution, powered by Google Cloud’s Gemini Pro.
• The new offering will help users manage customer session replays faster and more efficiently.
• Quantum Metric won Best of Show in its Finovate debut at our all-digital FinovateEurope conference in 2021.

Digital analytics platform Quantum Metric announced the release of a suite of new solutions to help organizations better listen and respond to the needs of their customers. Chief among these new offerings is Felix AI, the company’s new Gen AI-powered session summarization solution, powered by Google Cloud’s Gemini Pro.

Session summarization helps enhance the session replay process. Session replays are a critical tool in reviewing and refining the customer experience. But they tend to be both complex and time consuming. Leveraging Gemini Pro, Felix AI summarizes sessions in seconds to capture the exact experience of the customer. The technology simplifies digital customer listening by instantly quantifying session information. Felix AI is then able to ascertain the significance of each issue, as well as its potential impact on key business metrics. The solution also enables users to examine the details of individual customer experiences by asking clarifying questions, for example, about specific campaigns the customer has participated in.

Via API, Felix AI can be directly integrated into VoC feedback received from text, email, as well as social platforms like Slack. The solution can also provide role-based summaries to help call center agents quickly understand the customer’s concern before they’ve expressed it.

“In the past, our focus was transactional. How do we help the customer to make a purchase, book a flight, or open an account,” Quantum Metric founder and CEO Mario Ciabarra said. “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. This is the beginning of a new generation of digital analytics tools and we can’t wait to see what our digital organizations can do to further the standards for a great digital customer experience.”

In addition to Felix AI, Quantum Metric also announced three other components of its spring release. These solutions are Interactions, which provides tools to help marketers and UX professional optimize page layout and content, and a pair of analytics solutions: User Analytics and Lightning Analytics. User Analytics provides new data visualizations such as retention and churn to interpret user behavior over time. Lightning Analytics lets users monitor, diagnose, and optimize workflows and apps built on Salesforce Lightning.

Founded in 2015, Quantum Metric is headquartered in Colorado Springs, Colorado. The company won Best of Show in its Finovate debut at our all-digital European fintech conference in 2021. Quantum Metric returned later that year to demo its technology at our all-digital FinovateSpring event. The company has raised $251 million in funding according to Crunchbase. Uncorrelated Ventures and Endeavor Catalyst are among the firm’s investors.

Photo by Markus Winkler

• Continuous product design platform company Quantum Metric launched its Atlas solution this week.
• Atlas provides enterprises with a library of pre-built industry guides to help them turn digital opportunities into new products and solutions for customers.
• Quantum Metric won Best of Show in its Finovate debut at FinovateEurope n 2021.

Quantum Metric, the continuous product design platform company that won Best of Show in its Finovate debut in 2021, unveiled its latest solution this week. The Colorado Springs, Colorado-based firm announced the launch of Atlas, a structured and accelerated solution to help organizations respond to “critical business questions” with “outcome-driven insights.” Atlas provides companies with a comprehensive library of pre-built industry guides that give businesses a tailored set of dashboards, metrics, anomaly detection, and alerts, providing them with a stepwise approach to improving digital use cases.

“Organizations consistently struggle to know if their teams are asking the right business questions and working hard to drive their experience forward to the benefit of both their business and their customer,” Quantum Metric CEO Mario Ciabarra said. “With Atlas, we are empowering every member of digital teams to focus on what matters most, winning the hearts of their customers.” Ciabarra called the launch “a defining day” for the company.

Quantum Metric helps enterprises negotiate the distance between recognizing new digital opportunities and turning those opportunities into revenue-generating, customer-engaging products and services. The company estimates that the average enterprise “leaves up to $220 million on the table per year in inefficiencies” and suggests that, by using Atlas, these companies can boost efficiency by up to 90%. “Atlas completely reimagines what we know about building and optimizing digital experiences today,” Ciabarra said.

At present, the Atlas library consists of 90 guides, and includes customized use cases for verticals such as consumer banking, insurance, telecommunications, travel, and retail. Quantum Metric indicated that it will offer cross-industry guides to common digital use cases in the future.

Founded in 2015, Quantum Metric offers businesses a way to recognize customer needs, quantify the financial impact, and assess priorities based on both customer impact and meeting business objectives. The launch of Atlas comes just days after Quantum Metric announced a year of “record-breaking” growth, including a 98% customer retention rate and customer base growth of 41%. The company today captures experiences from 40% of the world’s Internet users and offers insights from more than four billion user sessions each month. Quantum Metric includes 20% of the Fortune 500 among its customers.

Photo by Pixabay