InMoment, Bright team up for AI-powered upskilling app
UTAH, UNITED STATES — Customer experience (CX) platform provider InMoment and learning platform Bright Software, Inc. (Bright) have teamed up to develop an artificial intelligence (AI)-powered upskilling platform to enhance employees’ abilities, improve coaching, and close skill gaps.
The upskilling app features a two-step process that includes inputs from InMoment and Bright. The AI-powered app first receives data from InMoment’s business operations. Data types include the agents’ handle times, error rates, net promoter score (NPS), or customer survey scores.
Then, Bright processes these data sets and automates a personalized, monthly upskilling path for the agent. The program includes AI simulations, where agents are rated and coached as they speak, make decisions, and use simulated systems.
“When companies talk about adaptive learning, they usually mean adjusting a learner’s future courses based on prior quiz results,” said Rob Wright, CEO of Bright. “This is useful to a point, but it’s limited to the courses and quizzes in the company’s library, and it emphasizes content review over true practice and skill building. What we’re doing now with InMoment is in a whole different category of personalization and automation.”
InMoment employs over 1,700 employees with offices in Singapore, Australia, New Zealand, China, the U.S., the United Kingdom, Germany, and Canada. It serves over 2,000 clients globally.
Bright was founded in 2019 in Maryland, U.S., and employs software developers worldwide, including Canada, the U.S., Mexico, Europe, Uruguay, South Africa, India, the Philippines, and Australia.
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