Qualtrics Launches AI-based Video Feedback Solutions

In the US, experience management (XM) specialist Qualtrics has launched new purpose-built video feedback solutions, which use generative AI, real-time analytics and predictive insights to help organizations conduct 'smarter, faster research', and respond faster to customer needs.

The firm, which was acquired by investors and taken private earlier this year, provides solutions for clients to continually assess and improve the four 'core experiences': Customer, Employee, Product and Brand. Three new offerings, 'Automated Summaries for Video Feedback', 'In-Depth Interviews' and 'Focus Groups' deliver insights which are automatically added to unique profiles in the firm's Experience iD (XiD), providing organizations with a picture of how individuals and segments of customers and prospects engage with their products and services. According to the firm, the tools allow customers or prospects to capture six times more content than traditional open-end text responses, while allowing researchers to see a user's facial expressions and hear their tone of voice.

The new generative-AI powered Automated Summaries for Video Feedback solution enables researchers to instantly analyze hours of video submissions and generate themes, quotes and insights, reducing the time they spend manually summarizing associated video responses, and produce summaries that can be shared across the organization. With In-Depth Interviews and Focus Groups, researchers can upload and transcribe multiple longform videos of individuals or focus groups, and Qualtrics AI will then uncover the most important keywords, topics and sentiment in seconds. In-Depth Interviews and Focus Groups include multi-speaker identification that can differentiate individual speakers in the transcripts, allowing researchers to summarize feedback from multiple individuals.

Researchers can use insights from these long-form videos alongside other qual and quant research and data within the Qualtrics platform, enabling them to uncover market trends, track changing behavior, identify and use research insights to make decisions and investments. Brad Anderson (pictured), President of Product, User Experience and Engineering, comments: 'Collecting customer feedback and product insights is essential in the rapidly changing digital landscape. It helps businesses stay competitive, spot trends and seize market opportunities'.

Web site: www.qualtrics.com .

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