InMoment®, a Press Ganey Forsta Company and a leader in customer experience (CX) technology, announced the launch of AI Auto Responding, a groundbreaking capability within its Reputation Management platform. Designed specifically for multi-location enterprises, this innovative feature empowers businesses to streamline review engagement by generating personalized, brand-aligned responses at scale-reducing manual effort while enhancing customer interaction quality.
As marketing teams increasingly face resource constraints, enterprises are turning to automation solutions that preserve the human touch. InMoment’s AI Auto Responding stands apart by using advanced generative AI-not static templates-to craft responses that adapt to sentiment, context, and brand voice.
“As staffing challenges persist across industries, our enterprise customers need smarter solutions that allow them to maintain high-quality customer engagement without overwhelming their teams,” said Sarah Speigle, Director of Product, Reputation Management, at InMoment. “AI Auto Responding represents the next evolution in reputation management, enabling brands to ensure every customer feels heard while freeing their teams to focus on strategic initiatives.”
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Smarter Engagement, Reduced Workload
With AI Auto Responding, brands can eliminate the burden of managing extensive response libraries. The system creates unique, conversational replies that stay true to each company’s tone and values, enabling consistent engagement across all locations. This not only saves time but also deepens customer loyalty by acknowledging more feedback with speed and empathy.
Key capabilities include:
- Customizable Response Rules: Brands can define automated response behavior based on review content, star ratings, location-specific nuances, and brand guidelines.
- Multilingual AI Responses: The feature supports both English and the review’s original language, strengthening engagement with global audiences.
- Flexible Workflow Options: Teams can choose between fully automated replies or AI-generated suggestions for manual review, directly within the InMoment platform.
A New Standard in Reputation Management
According to current market analysis, InMoment is the first to offer a truly AI-powered auto response system for customer reviews. While other solutions rely on manual input or static templates, InMoment provides end-to-end automation enhanced by user-defined parameters—giving brands full control without compromising authenticity.
This launch aligns with InMoment’s long-term vision of “Service as Software,” where AI agents not only assist but autonomously execute key CX functions. It marks a pivotal evolution in how brands approach reputation management, allowing CX teams to shift focus from routine tasks to strategic growth initiatives.