InMoment has announced the launch of AI Auto Responding for its Reputation Management platform in the Asia-Pacific region.
This capability is designed to support multi-location businesses in managing customer review responses, aiming to combine personalisation with automation to reduce workload and maintain consistent engagement across all locations.
The AI Auto Responding feature enables businesses to create, save, and use personalised, on-brand prompts that can be deployed automatically, or accessed as a library of templates when interacting with customer feedback. The deployment is positioned to assist teams operating with limited resources while ensuring a high quality of communication with customers.
Dynamic response generation
The system is distinguished from traditional automation tools, which typically make use of static templates. Instead, AI Auto Responding incorporates generative artificial intelligence that analyses factors such as sentiment, the context of the review, and established brand guidelines to generate unique, tailored responses to customers.
David Blakers, Managing Director of APAC at InMoment, explained the rationale behind the new solution.
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. 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.
By utilising this system, InMoment aims to eliminate the need for companies to maintain and update extensive libraries of response templates. The AI element enables the crafting of responses that are both consistent with brand guidelines and tailored to the individual review, supporting a natural and authentic communications style.
This approach is designed to help businesses engage with more customer reviews in less time, a factor the company links to increased engagement and customer loyalty.
Platform features
The AI Auto Responding tool includes several notable features. Brands are able to create customised rules for responses, with parameters set by factors such as the star rating of the review, type of content, specific location considerations, and set branding requirements. Responses are also multilingual, with the ability to reply in either English or the original language of the review, to accommodate diverse customer demographics across the APAC region.
Users of the platform can opt for complete automation or manually review AI-generated suggestions within the system before publication, depending on strategic preferences or operational policies.
According to InMoment, its current market analysis indicates that no competing providers in the region offer full AI-powered auto responding specifically tailored for reviews management. The company states that while other providers may offer tools to assist with manual responses or basic automation using templates, their solution uniquely enables fully automated, controlled replies generated by AI under brand guidelines.
Strategic direction
The company has described this release as a significant change in how enterprise brands can approach reputation management, highlighting alignment with a broader vision of "Service as Software." In this model, AI tools perform operational work directly, aiming to allow customer experience teams to dedicate more attention to strategic activities.
The AI Auto Responding feature is currently available as part of InMoment's Reputation Management packages for businesses with multiple locations, specifically offered through the Locations – Starter and Locations – Essential plans.
