SAP Integration for Qualtrics Solution XM Discover AI

Experience management company Qualtrics has announced the integration of its XM Discover AI and machine learning capabilities into parent company SAP's Service Cloud, to help users resolve customer issues, increase resolution rate and improve customer satisfaction.

XM Discover will analyze all structured and unstructured feedback coming into the SAP Service Cloud, including agent notes, support conversations, chat, social media posts and review sites, assessing customer sentiment, effort and intent for every interaction. The tool summarizes and tags every customer interaction, freeing agents from admin so they can focus on responding to customers instead. Available from the second half of the year, the combination with SAP's operational data in a single platform promises client organizations 'a 360-degree view of their customers' purchases, interactions, experiences and feedback over time'.

Fabrice Martin (pictured), Chief Product Officer of Qualtrics XM Discover, comments: 'By bringing XM Discover capabilities to SAP Service Cloud, organizations can uncover unmet expectations and build the products, services, and experiences people want - with speed and scale'.

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.