Messagepoint Adds AI-powered Content Intelligence to CCM Platform

MARCIE helps organizations to intelligently migrate, optimize, author and manage the complex content that is the foundation of customer communications.

(Image source: Messagepoint homepage.)

Messagepoint Inc. (Toronto) has launched Messagepoint Advanced Rationalization and Content Intelligence Engine (MARCIE), an artificial intelligence (AI) and machine learning-powered capability within its cloud-based Customer Communications Management (CCM) platform.

Steve Biancaniello, CEO, Messagepoint.

Messagepoint’s launch announcement says that MARCIE enables organizations to intelligently migrate, optimize, author and manage the complex content that is the foundation of customer communications. “These new capabilities make it easier for enterprises in highly regulated industries to manage their content, but even more importantly, MARCIE drives consistency, brand alignment and compliance across all customer communication channels,” the announcement asserts. MARCIE will be generally available as part of the Messagepoint CCM platform in summer 2019.

Users leverage MARCIE when migrating legacy content into the Messagepoint platform, when cleaning up existing content libraries and also continuously through new assisted authoring capabilities, according to the vendor. Messagepoint says MARCIE’s analytics initially focus on the identification of:

  • Compliance with brand standards across all communications and channels
  • Reading comprehension levels of every message using Flesch and Flesch-Kincaid scoring
  • Message-level sentiment to evoke feelings and emotions that positively impact the customer experience
  • Opportunities to consolidate duplicate and similar content for greater content re-use and efficiency

“Enterprises are scrutinizing every dimension of their communications for the potential to enhance the customer experience,” comments Steve Biancaniello, CEO, Messagepoint. “Having a centralized, AI-powered platform that solves some of the biggest problems companies face around managing legacy content and creating consistent, compelling omni-channel customer experiences is a true game-changer.”

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For nearly two decades, he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at [email protected] or (503) 936-2803.

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