Qualtrics introduced new capabilities, powered by Qualtrics® AI and trained on the world’s largest human sentiment database, that exponentially increase organizations’ ability to understand and connect with every customer, prospect and employee , especially those who rarely share direct comments.
Qualtrics AI learns from billions of data points – collected over years of category leadership – and scientifically validated methodology to deliver fast, reliable and accurate insights. New AI innovations revealed today at the X4®: Experience Management Summit in Salt Lake City enable organizations to deeply understand and respond to the needs of every customer and employee. This creates deep connections and loyalty that accelerate revenue growth and reduce operating costs.
Today’s businesses are swamped with data and hungry for information.
Businesses often struggle to uncover meaningful insights from the massive amount of data they collect across siled customer channels and operations. With features specifically designed and integrated across all three Qualtrics product suites: XM for customer experience™, XM for employee experience™ and XM for Strategy + Research™ – Qualtrics AI enables businesses to predict customer needs, anticipate and manage employee attrition, create highly reliable personalized experiences, and automatically implement feedback, reducing risk and transforming products and experiences in the blink of an eye.
“With the world’s largest database of human sentiment, Qualtrics occupies a unique and powerful place in the world of AI,” said Gurdeep Singh Pall, President of AI Strategy at Qualtrics. “In a world where experiences matter, Qualtrics AI and experience management – starting with these innovations – are poised to play a critical role in every industry and everywhere. »
Today, Qualtrics is used by more than 20,000 customers worldwide to analyze more than 3.5 billion conversations each year – in more than 20 languages – enabling them to identify and resolve unmet needs and pain points. customer and employee friction. Qualtrics manages the world’s largest database of human experience data, which includes more than 15 billion experience profiles that capture feelings, satisfaction, effort, engagement, expectations and preferences all throughout the customer and employee journey.
Qualtrics AI Brings More Human Connection to Business
Qualtrics AI leverages the power of AI generation, cutting-edge machine learning, and the latest advances in natural language processing to deliver new, purpose-built capabilities precisely engineered for experience management, including:
- Qualtrics Support, an AI agent that enables everyone in an organization, not just search experts, to gain deeper, actionable, and immediate insight into the customer and employee experience by asking simple language questions. natural on their comments via an interactive dashboard. Qualtrics Assist is purpose-built to understand customers, prospects and employees, and transform complex data into clear, simple insights, recommendations and suggested answers. It can automatically trigger actions and workflows based on proven XM data and methodology to seamlessly improve experiences and inform decisions by predicting trends and simulating impact on business outcomes.
- Conversational comments, which uses Qualtrics AI to analyze survey responses and generate personalized follow-up questions in real time. Qualtrics uses the context of responses provided to identify incomplete responses and prompt respondents to provide more specific, actionable responses, providing organizations with robust customer and employee insights while saving time and resources.
Using conversational feedback, organizations such as Fiserv, Asurion, and one of the largest supermarket chains in the United States have achieved significant improvements in response clarity. Respondents added additional information 40% of the time when prompted, and the new responses were more comprehensive and descriptive, including nearly four times as many words, covering a wider range of topics. Importantly, clients detected no change in dropout rates or an increase in perceived burden among respondents asked to elaborate.
- Intelligent summaries, that instantly transform customer and employee feedback, as well as market research, into concise, simple insights, allowing managers, researchers, marketers, and customer service agents to take confident and effective action. AI-generated summaries automatically surface and analyze key insights, providing easy-to-implement recommendations.
- Automated workflows powered by Qualtrics AI and xFlowthe Automated Action Engine, which allows organizations to automatically trigger GPT-based actions in the systems their teams already use, leveraging precisely crafted XM data and expert-designed methodologies from Qualtrics.
Qualtrics’ new AI capabilities are specifically designed for experience management and meet business expectations. commitment invest $500 million in AI innovation.
Further information
- Qualtrics Assist is available in private preview and will be available in public preview in the second half of 2024.
- Qualtrics’ AI-powered conversational feedback capabilities are available in public preview.
- Qualtrics AI-powered smart summaries are available in public preview and will be available in the second half of 2024.
- Qualtrics AI-powered automated workflows generally available today
- You can learn more about Qualtrics AI capabilities here.
About Qualtrics
Qualtrics, the leader and creator of the experience management category, is a cloud-native software platform that enables organizations to deliver exceptional experiences and build deep relationships with their customers and employees. With insights from Qualtrics, organizations can identify and resolve key friction points in their business, retain and engage top talent, and market the right products and services. Nearly 20,000 organizations worldwide use Qualtrics’ advanced AI to listen, understand and act. Qualtrics uses its vast universe of experience data to build the world’s largest database of human feelings. Qualtrics is headquartered in Provo, Utah and Seattle.
To learn more, please visit qualtrics.com.
