Qualtrics is embracing AI technology to enhance its customer experience (CX) offerings. The experience management company recently revealed its commitment to invest $500 million in AI capabilities over the next four years. Its updated platform, XM/os2, integrates Qualtrics AI and generative AI tools across its products.
Qualtrics introduced a set of generative AI-powered tools aimed at replicating human-like emotional intelligence to improve CX. These tools include the ability to detect sentiment in customer feedback videos and suggest automated text responses for agents handling dissatisfied clients.
Zig Serafin, Qualtrics CEO, emphasized that AI, like humans, can learn from experiences, adapt to changes, and understand human emotions. The technology can facilitate empathy and connection in innovative ways, even when humans are not directly involved in the process.
Qualtrics XM Video Feedback is a notable addition, analyzing and summarizing customer feedback videos. It transcribes videos, gauges sentiment and emotional intensity, and organizes content into relevant topics and sections. This tool significantly reduces the time taken to process customer videos and create feedback summaries, contributing to quicker and more efficient response times.
Additionally, Qualtrics Frontline Team Assist benefits from generative AI capabilities. This tool aids in addressing unhappy customers who express grievances on social media platforms. It swiftly identifies critical posts and crafts empathetic responses, offering relevant product solutions based on the customer’s complaints and interaction history.
Qualtrics plans to release these generative AI capabilities in phases, aiming to provide real-time assistance to enhance customer interactions and streamline CX management.
