The “multi-location intelligence” company Chatmeter has rolled out what it describes as an “industry first.” It’s called Pulse AI: Signals and according to Chatmeter, it enables “brands with critical customer and location insights in real-time to grow their business.”
The idea behind this new solution is to help brands use new tools and technologies to glean deeper customer insights.
Chatmeter offers reputation management services to multi-location brands. According to the company, AI is rewriting the rules on how brands get inside of their customers’ heads.
“Multi-location businesses have traditionally used keyword-matching sentiment analysis and Net Promoter Score surveys to get a surface-level understanding of customers,” the company says in its product announcement.
“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, in real time.”
The Game is Changing
Chatmeter’s CEO suggests that using AI to track customer sentiment is becoming table stakes for brands. All other methods are just too slow.
“We’re in a new era for multi-location brands,” said John Mazur, CEO of Chatmeter. “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.”
Cynthia Sener, President, GTM, of Chatmeter, told Localogy Insider that Pulse will be a “transformative force” in the reputation management industry.
“Pulse AI: Signals marks a groundbreaking leap for multi-location brands, empowering real-time decision-making with critical customer and location insights. With Chatmeter’s generative AI, businesses can swiftly elevate the customer experience, drive impact, and mitigate revenue risks,” said Cynthia Sener, President GTM of Chatmeter. “It’s not just a tool; it’s a transformative force in reputation management, showcasing our commitment to innovation and exceeding industry expectations.”
Chatmeter’s background as a company is in measuring customer sentiments for brands. The tools and techniques used to do this evolve. But the basic need has remained essentially the same. Brands need to know what their customers are saying about them so that when their reputation is challenged, they can effectively respond.
As noted, the advent of conversational AI interfaces like Chat GPT has reinvented the game in reputation management.
Signals runs data through an AI model to spit out insights on a host of issues important to brands. This includes product feedback, customer satisfaction levels, and regional areas of strength and weakness. And much more, according to Chatmeter.
