InMoment, a Press Ganey Forsta Company, has launched AI Auto Responding in the Asia-Pacific region, adding the capability to its Reputation Management platform.
The new tool allows multi-location businesses to automate customer review responses using generative AI, with the ability to create and save personalised, on-brand prompts. These can be applied directly in auto-respond workflows or stored as templates for manual engagement.
Unlike traditional automation using static templates, AI Auto Responding dynamically generates responses based on sentiment, context, and brand guidelines. This aims to help marketing teams maintain quality and personalisation amid resource constraints.
“As staffing challenges persist across industries in APAC, our enterprise customers need smarter solutions that allow them to maintain high-quality customer engagement without overwhelming their teams,” David Blakers, managing director of APAC at InMoment, said. “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.”
Features and functionality
• Customisable response rules: Set parameters based on star ratings, content type, location, and brand guidelines.
• Multilingual capabilities: Generate responses in English or in the review’s original language.
• In-app flexibility: Choose between fully automated responses or AI-generated suggestions for manual review.
According to InMoment, it is the only provider in the market offering fully automated, AI-powered review responses with brand-controlled customisation. Competitors currently rely on AI-assisted manual responses or static-template automation.
AI Auto Responding is available immediately to APAC customers using the Locations – Starter and Locations – Essential plans. The launch aligns with InMoment’s “Service as Software” vision, where AI performs operational tasks directly, allowing CX teams to focus on higher-value work.
InMoment works with more than 3,000 brands globally to activate structured and unstructured customer experience data, from surveys and social reviews to chat logs and transcripts.
Top image: David Blakers