AI innovation

At its Experience ‘24 conference, Medallia, Inc. announced four ground-breaking innovations that will fundamentally alter the way organizations can personalize customer and employee experiences. Medallia, Inc. is the global leader in customer and employee experiences.  


Using cost-effective, responsible, and scalable AI and intelligent automation, Ask Athena, Intelligent Summaries, Smart Responses, and Themes will further enable leading brands to democratize insights, activate their employees, and personalize their customer experiences. As part of Medallia Experience Cloud, all four solutions will be available to Medallia customers.  

"These generative AI solutions mark a fundamental shift in customer experience, moving from looking at data and analytics to acting, in real-time, through automation, to provide a personalized, instant experience," said Joe Tyrrell, CEO of Medallia. "We are delivering on our vision of a future powered by responsible AI, one that continuously adapts to new information in real-time across every point in the customer and employee journey, dynamically training itself as each new signal is received, personalizing every experience while empowering humans to perform critical tasks with greater efficiency. 

As a result of the four new solutions, organizations will be able to deliver more personalized experiences across every interaction using generative AI:  

  • Ask Athena: Athena will generate a quick, intuitive, and informed answer based on any relevant data points or the organization's experience data. In response to the question, Ask Athena provides a summary of the results along with additional data, graphs, charts, and more information based on the context of the question. A simple, conversational approach makes it easy to view the performance of a specific business line, branch out and look at regional or customer segments, or drill down and see detailed feedback records and suggested actions.

  • Intelligent Summaries: Reduce employee hours spent on customer service by creating summaries based on AI, which include details important to customers, employees, and others - such as the reasons for contacting the company, issue resolutions, and customer satisfaction. As a result of Intelligent Summaries, employees do not have to review millions of records and are instead presented with concise and accurate summaries, which appear exactly where employees need them in records and record lists and can be utilized across the entire experience platform. 

  • Smart Response: Medallia's generative AI Smart Response provides customers with a personalized, empathetic, and accurate response in real time. Every employee can be empowered to close the loop faster than ever before, which will increase customer satisfaction and loyalty. With the assistance of generative artificial intelligence, employees can spend less time writing responses and more time ensuring that everyone who should receive a response receives one, due to the automatic creation of contextually correct and personalized responses based on specific feedback. Employees enjoy full control over their responses as they are both editable and can be sent by individual employees. This allows them to customize their offers and services to their specific needs.

  • Themes: Get insights faster with granular, action-oriented Themes that utilize generative artificial intelligence, as well as Intelligent Summaries provided on each Theme. As a result, employees at all levels are now able to identify issues faster and streamline root cause analysis and data exploration. Having the capability of tracking emerging trends in reporting over time allows organizations to determine how and why KPIs change over time.  


Medallia first developed AI-powered Text Analytics in 2008, and has continuously developed enterprise-grade, secure AI capabilities, such as speech analytics, speech-to-text, AI-powered automation, and experience orchestration. Similarly, the new generative solutions are built with enterprise-grade controls to ensure data security at every level and to meet the needs of global brands. 

As part of Medallia's commitment to innovation, it has created an AI Moderation Council to ensure that AI for its experience products is ethical, responsible, safe, and inclusive. Members of the Council come from Medallia's Legal, Privacy and security, Compliance, Engineering, Product, and Customer organizations.  


The AI Moderation Council reflects the importance Medallia places on the privacy, security, and responsible use of customer data, according to Simonetta Turek, Chief Product Officer. “To further these efforts, we are also launching an AI Advisory Board that will include participation from our customer and partner communities, creating a space where the exchange of learnings, challenges, and best practices can be shared, as well as a focus on the responsible and ethical use of AI.” 


By MediaBUZZ