Qualtrics has announced new capabilities generated by Qualtrics AI, underpinned by the world's largest database of human sentiment. These innovations aim to increase organisations' understanding and build connections with each customer, prospect, and employee, even those who rarely provide direct feedback.
Qualtrics AI, trained on billions of data points collected over years of industry leadership, provides fast, precise, and trusted insight. The newly unveiled AI capabilities introduced at X4: The Experience Management Summit in Salt Lake City enable businesses to comprehend and address the needs of every customer and employee. This facilitates deep loyalty connections, accelerates revenue growth, and reduces operational costs.
Companies often find it challenging to derive useful insights from the massive volume of data they gather across disconnected customer channels and operations. Qualtrics' AI capabilities are integrated into its three product suites – XM for Customer Experience, XM for Employee Experience, and XM for Strategy + Research. This enables companies to anticipate customer needs, address employee attrition before it happens, customise reliable experiences, and swiftly action feedback to transform products and experiences.
"Qualtrics, with the largest database of human sentiment globally, holds a unique and influential position in the field of AI," said Gurdeep Singh Pall, Qualtrics President, AI Strategy. "Qualtrics AI and experience management, starting with these innovations, is well-positioned to play a significant role across industries worldwide."
Qualtrics is currently used by more than 20,000 customers globally to analyse over 3.5 billion conversations annually in over 20 languages. This allows them to identify and rectify customers' and employees' unaddressed needs and friction points.
In-built capabilities provided by Qualtrics AI include Qualtrics Assist, an AI agent which enables everyone in an organisation to get deep, actionable, and immediate insight into customer and employee experiences. AI-powered conversational feedback analyses survey responses to generate personalised follow-up questions in real-time. Intelligent summaries automatically convert feedback into concise and simple overviews, giving clear directions to managers, researchers, and customer care agents. Automating workflows with Qualtrics AI and xFlow puts GPT-driven actions into systems already in use by teams.
Qualtrics' new AI capabilities follow the company's commitment to invest $500 million in AI innovation. Qualtrics Assist is available in private preview and will go into public preview in the second half of 2024. The AI-powered conversational feedback and intelligent summaries are already available in public preview, and the AI-powered automated workflows have been made available for general use.
