- 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.