August 01, 2025
InMoment Sets New Standard for Customer Engagement With Generative AI for Reviews
InMoment, part of Press Ganey Forsta, has unveiled a new AI Auto Responding feature within its Reputation Management platform. This tool aims to help multi-location businesses streamline how they manage online customer reviews, saving time while improving personalisation and brand consistency.
As companies across industries face leaner marketing teams and limited resources, automation is becoming essential. However, most solutions rely on basic templates, often resulting in impersonal responses. In contrast, InMoment’s AI Auto Responding uses advanced generative AI to craft customised, on-brand replies that consider customer sentiment, language, and business context.
“As staffing challenges persist across industries, our enterprise customers need smarter solutions that allow them to maintain high-quality customer engagement without overwhelming their teams,” said Sarah Speigle, Director of Product, Reputation Management, at InMoment.” 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.”
The system intelligently automates responses, eliminating the need to manage large template libraries. Brands can set rules based on star ratings, location, and tone, ensuring every reply is aligned with their voice and values. The AI can respond directly or generate suggestions for manual approval, giving teams both flexibility and control.
A standout feature is the tool’s multilingual support; it can generate responses in English or the language used in the original review. This enables businesses to more effectively engage with diverse audiences, enhancing loyalty and building trust in local markets.
According to current market analysis, InMoment is the only provider offering fully AI-driven, customisable auto responding at scale. While other platforms offer semi-automated or template-based solutions, InMoment’s offering stands out by combining automation with adaptability and human-like tone.
This launch marks a new phase in how businesses manage reputation and customer engagement online. InMoment calls it “Service as Software”—where AI doesn’t just assist teams, but takes ownership of routine tasks so people can focus on what matters most.
