Experience management platform Qualtrics has launched an AI-based and human-assisted quality assurance solution, to provide contact center execs with insights on customer needs, agent effectiveness and overall performance.
Majority-owned by SAP, Qualtrics delivers solutions for clients to continually assess and improve the four 'core experiences': CustomerXM, EmployeeXM, ProductXM and BrandXM. Earlier this year, the firm launched a suite called XM Discover, to gather experience data from structured and unstructured sources, analyze it with machine learning, and take action to deliver better experiences in all four areas.
The new Qualtrics Quality Management (Qualtrics QM) is powered by the company's patent-pending Intelligent Scoring feature, which uses AI to identify attributes for measuring customer service success - such as problem resolution, friendliness and compliance - and scores interactions in real time. Through an integration with XM Discover, contact center teams can analyze every interaction - from unstructured feedback from chats and calls, to structured survey feedback.
Fabrice Martin (pictured), Chief Product Officer for Qualtrics Customer Care, comments: 'Contact center teams must transform their quality assurance and agent coaching programs in order to increase customer satisfaction and agent effectiveness while reducing operational costs and compliance risk. No other solution brings together every customer interaction, whether it is handled by an agent or a bot, on a single platform with automatic Intelligent Scoring, coaching insight and integrated workflows needed to provide real-time quality management at scale'.
Web site: www.qualtrics.com .
All articles 2006-22 written and edited by Mel Crowther and/or Nick Thomas unless otherwise stated.