In a groundbreaking development for customer experience tools, InMoment, now operating as part of the Press Ganey Forsta family, has unveiled a pioneering feature called AI Auto Responding integrated into its Reputation Management platform. Announced on July 30, 2025, this innovation stands out as the first of its kind tailored for large-scale enterprises, enabling companies with multiple sites to streamline how they handle customer reviews by crafting and storing custom, brand-aligned prompts that power automated replies or serve as ready-to-use templates.
The move comes at a time when marketing departments are grappling with tighter budgets and fewer staff, pushing the need for smart automation that doesn’t cut corners on personalization or quality. Rather than sticking to rigid, pre-set templates like older systems, InMoment’s solution harnesses cutting-edge generative artificial intelligence to produce fresh, tailored responses on the fly, drawing from the review’s emotional tone, specific details, and the company’s established style rules. This approach helps businesses respond more authentically and efficiently, turning potential negative feedback into opportunities for stronger connections.
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Sarah Speigle, who leads product development for Reputation Management at InMoment, highlighted the timely relevance of this tool amid ongoing workforce shortages in various sectors. She explained that enterprise clients are looking for intelligent ways to keep interactions top-notch without burdening their teams, allowing staff to shift attention to bigger-picture strategies that drive growth. The result is a system that not only lightens the load but also ensures every customer interaction feels genuinely valued, which in turn can enhance satisfaction and encourage repeat business.
What sets this apart is its sophisticated adaptability for widespread use. Companies can define precise guidelines for responses, factoring in elements like star ratings, the nature of the feedback, regional nuances, and overarching brand standards. It even supports multiple languages, generating replies in English or matching the reviewer’s original tongue to build rapport with global audiences. Inside the app, users have the option to go fully hands-off with automation or tweak AI-suggested drafts manually, offering a flexible blend of tech and human oversight.
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By introducing this capability, InMoment is redefining benchmarks in the field, as market reviews show it’s the sole provider delivering fully automated, AI-fueled responses with such customizable oversight—outpacing rivals who rely on simpler aids or fixed formats. This fits into the company’s broader philosophy of “Service as Software,” where intelligent agents take on routine tasks independently, empowering teams to tackle more meaningful work. For businesses juggling high volumes of online reviews, this could mean faster engagement, consistent messaging across locations, and ultimately, a stronger reputation that translates to lasting customer loyalty in a competitive digital world.
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