Technology

Chatmeter unveils the 'future of reputation management'

January 9, 2024

Chatmeter, a provider of reputation management and multi-location intelligence, has launched Pulse AI: Signals, enabling brands with critical customer and location insights in real time to grow their business, according to CEO John Mazur.

Multi-location businesses have traditionally used keyword-matching sentiment analysis and Net Promoter Score surveys to get a surface-level understanding of customers. Now, these businesses can type any question into Signals, which will analyze their reviews, social media and surveys to deliver the exact information needed with the data to back it up.

"We're in a new era for multi-location brands," Mazur said in a company press release. "Every brand is at risk of their next mention going viral and costing them millions in revenue before they're even able to respond. Not anymore, thanks to Signals and its pioneering use of generative AI."

He said Chatmeter was using generative AI to empower multi-location businesses to:

• Make better, more informed decisions from real customer feedback through generated reports that answer the mission-critical questions brands have about their customer experience, products, locations, and more.
• Gain an even deeper understanding of every customer's experience and how specific locations are performing by using insights from specific regions, locations, providers, timeframes, and more, along with all of the customer reviews and data, to make informed decisions that drive real business impact.

"While many companies use AI to automate basic tasks, Chatmeter is using multiple, best of breed large language models, including internal models trained on our own data, to deliver actionable insights in real time," Chatmeter CTO Dan Cunningham said in the release. "We have invested heavily in this technology because we believe that multi-location businesses need insights beyond what is delivered using general sentiment and search, and they need these insights in real time."

Signals uses an advanced data pipeline to process reviews, social posts and surveys through multiple AI models, including custom-trained versions to deliver the insights multi-location businesses need on topics such as:

• Product feedback.
• Customer satisfaction.
• Facilities operations.
• Critical business risks.
• Customer and employee safety.
• Regional strengths and weaknesses

Across a multi-location brand, thousands of reviews, social posts and surveys may be processed by Signals daily. With the data processed and stored using AI, businesses may ask questions of their data, and get detailed answers back, including insightful analysis, attributing data and downloadable reports, Cunningham said in the release.