Qualtrics Adds New AI Features

Qualtrics has announced new AI powered capabilities across its XM for Customer Experience, XM for Employee Experience and XM for Strategy and Research product suites.

Qualtrics, previously owned by SAP but acquired by investors and taken private a year ago, provides solutions for clients to continually assess and improve the four 'core experiences': Customer, Employee, Product and Brand. The new solutions include Qualtrics Assist, an AI agent allowing for natural language questioning of customer and employee experience data via an interactive dashboard; conversational feedback which analyzes survey responses and generates personalized follow-up questions in real time; and Frontline Locations Assist, pulling together a variety of survey and other data for frontline managers. Also added are new AI-powered review and ticket response suggestions, to speed up ticket resolution and online review response times; Customer Care Assist, an app for aggregating insights & workflows across the customer care experience; and moderated user testing, allowing UX researchers to schedule and conduct live one-on-one, moderated interviews with respondents remotely through the Qualtrics platform - these are automatically recorded, translated, analyzed and summarized.

The new features are either available now or will be available in public preview in the second half of 2024. The company is online at www.qualtrics.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.