Qualtrics AI, trained on the company's vast
database of human sentiment, deepens connections to propel
growth
Qualtrics Assist enables everyone in an
organization to ask questions, gain insight, and take action on
feedback to improve every employee and customer interaction
New conversational survey capabilities ask
follow-up questions in real time, and AI-powered comment summaries
reveal key insights to engage employees
SALT
LAKE CITY, May 1, 2024 /PRNewswire/ -- QUALTRICS
X4 -- Qualtrics, the leader and creator of the experience
management (XM) category, today introduced new capabilities,
generated by Qualtrics® AI and trained on the world's
largest database of human sentiment, that exponentially increase
organizations' ability to understand and build connections with
every customer, prospect and employee, especially the ones who
rarely share direct feedback.
Qualtrics AI learns from billions of data points – collected
over years of category leadership – and scientifically validated
methodology to provide fast, trusted, and accurate insights. New AI
innovations unveiled today at X4®: The Experience
Management Summit in Salt Lake
City make it possible for organizations to deeply understand
and address the needs of every customer and employee. This builds
deep connections and loyalty that accelerate revenue growth and
reduce operating costs.
Today's companies are drowning in data, thirsting for
insight
Companies often struggle to uncover meaningful insights from the
overwhelming amount of data they collect across siloed customer
channels and operations. With purpose-built, embedded capabilities
across Qualtrics' three product suites – XM for Customer
Experience™, XM for Employee Experience™ and
XM for Strategy + Research™ - Qualtrics AI empowers
companies to predict customer needs, anticipate and address
employee attrition, custom-craft intensely reliable experiences and
automatically put feedback into action, decreasing risk and
transforming products and experiences in the blink of an eye.
"With the largest database in the world of human sentiment,
Qualtrics has a unique and powerful place in the world of AI," said
Gurdeep Singh Pall, Qualtrics
President, AI Strategy. "In a world
where experiences matter, Qualtrics AI and experience management –
starting with these innovations – is poised to play a critical role
across industries and around the globe."
Today, Qualtrics is used by 20,000+ customers globally to
analyze more than 3.5 billion conversations every year – in more
than 20 languages - enabling them to identify and resolve the unmet
needs and points of friction for customers and employees. Qualtrics
maintains the world's largest database of human experience data,
which includes more than 15 billion experience profiles that
capture sentiment, satisfaction, effort, engagement, expectations
and preferences across the entire customer and employee
journey.
Qualtrics AI brings more human connection to business
Qualtrics AI harnesses the power of Gen AI, cutting-edge machine
learning, and the latest in natural language processing to provide
new purpose-built capabilities, precision-engineered for experience
management, including:
- Qualtrics Assist, an AI agent which allows everyone in
an organization, not just research experts, to get deeper,
actionable, and immediate insight into the customer and employee
experience by asking simple, natural-language questions about their
feedback through an interactive dashboard. Qualtrics Assist is
uniquely tuned to understand customers, prospects and employees,
and transform complex data into clear and simple insights,
recommendations, and suggested responses. 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 feedback, which uses Qualtrics AI to
analyze survey responses and generate personalized follow-up
questions in real time. Qualtrics uses context from the answers
provided to identify incomplete responses and prompt respondents to
offer more specific and actionable answers, giving organizations
robust customer and employee insights while saving time and
resources.
Using conversational feedback, organizations including Fiserv,
Asurion and one of the largest supermarket chains in the United States, 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,
customers did not detect any change in dropout rates, or increase
in perceived burden among the respondents requested to say
more.
- Intelligent summaries, which instantly turn customer and
employee feedback, and market research, into concise and simple
overviews, empowering managers, researchers, marketers and customer
care agents to take confident and effective action. The
AI-generated summaries automatically surface and analyze key
insights, offering easy-to-implement recommendations.
- Automated workflows powered by Qualtrics AI and xFlow,
the automated action engine, which enable organizations to
automatically trigger GPT-powered actions in the systems their
teams are already using, informed by the precisely engineered XM
data and expert-designed methodologies from Qualtrics.
The new Qualtrics AI capabilities are purpose-built for
experience management and deliver on the company's commitment to
invest $500 million in AI
innovation.
Additional 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 intelligent summaries are available in
public preview and will be available in public preview in the
second half of 2024.
- Qualtrics AI-powered automated workflows are 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 empowers
organizations to deliver exceptional experiences and build deep
relationships with their customers and employees. With insights
from Qualtrics, organizations can identify and resolve the
greatest friction points in their business, retain and engage top
talent, and bring the right products and services to market. Nearly
20,000 organizations around the world use Qualtrics' advanced AI to
listen, understand, and take action. Qualtrics uses its vast
universe of experience data to form the largest database of human
sentiment in the world. Qualtrics is co-headquartered in
Provo, Utah and Seattle. To learn more, please visit
qualtrics.com.
Contact: press@qualtrics.com
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