Qualtrics has detailed the new capabilities of the XM Platform powered by Qualtrics AI, specialised in human connection and purpose-built to get closer to customers and employees.
This included new applications for frontline teams to build stronger relationships and increase customer loyalty, helping people teams identify and deliver better employee experiences and solutions for strategy and research.
Qualtrics Assist
Qualtrics Assist AI-powered assistant empowers individuals to gain actionable and immediate insights into customer and employee experiences. It is tuned to understand customers, prospects and employees and allows users to ask natural language questions about feedback through an interactive dashboard.
With conversational feedback, users can identify incomplete survey responses and generate personalised follow-up questions in real-time to prompt respondents to offer more specific and actionable feedback.
AI-generated intelligent summaries automatically surface and analyse key insights by condensing complex information into concise overviews to take action on customer and employee feedback.
Powered by Qualtrics AI and xFlow, the automated action engine, automated workflows enable organisations to automatically trigger GPT-powered actions in the systems already being used by teams, informed by XM data and expert-designed methodologies from Qualtrics.
XM for customer experience
Frontline locations assist is an intuitive, purpose-built insights hub that analyses customer feedback within surveys, app, contact centre, online, and reviews, to equip frontline managers with insights and recommendations to improve the customer experience.
Managers can resolve customer issues with automatically generated personalised responses, speeding up ticket resolution and online review response times.
Thanks to new heatmap capabilities, teams can quickly identify and resolve web technical, design, and product issues via a visual diagram of customer interactions with a company’s website. Heatmaps are created using clicks, scrolls, and mouse movements to demonstrate on-page behaviour and identify activity hotspots.
Funnel analytics allows teams to surface major drop-off points along the web customer journey and understand why customers are failing to complete tasks by combining experience data with behavioural clues. Organisations can now identify customer challenges online in real-time and offer in-the-moment support.
Use Qualtrics AI to automatically summarise customer feedback to instantly generate support tickets, send personalised follow-up emails, and create knowledge-based articles using real-time information about customer issues and historical, personalised data from XiD.
Generate personalised coaching plans based on each individual agent’s strengths and weaknesses. With a purpose-built app for aggregating insights and workflows across the customer care experience, managers can use Qualtrics AI to automatically evaluate every call to identify attributes such as friendliness and compliance.
XM for employee experience
By combining organisational attrition data with employee experience feedback organisations can pinpoint what causes employees to leave their jobs. Dashboards allow leaders to address poor experiences proactively and build retention strategies to help prevent future turnover.
With Qualtrics AI, managers can identify the most pressing issues for teams and save time by avoiding scanning individual comments manually by gaining insights from open-text survey responses that multiple choice questions fail to provide.
Managers and leaders can leverage Qualtrics Assist to surface deeper insights and trends from team feedback. After asking natural-language questions about results, leaders can better understand how to increase engagement and productivity.
Enhance employee engagement, retention and productivity by knowing what actions to take in response to employee feedback with specific and targeted actions. Qualtrics AI enriches the recommendations with EX methodology, providing tailored guidance to help managers and leaders take action.
XM for strategy and research
The Qualtrics Research Hub is a comprehensive repository of every piece of research ever conducted by an organisation, including reports outside of the Qualtrics platform. With Qualtrics AI, research teams can search a variety of insights to instantly find relevant findings.
With video feedback, teams can capture more insights from facial expressions and tone of voice than open-ended text responses. Qualtrics AI capabilities instantly analyse hours of video submissions and automatically surface key themes, quotes, and insights.
It’s also possible to conduct live one-on-one interviews that are automatically recorded, translated and analysed with Qualtrics AI summarising the most relevant feedback and themes. Organisations can capture nuanced insights from body language and facial expressions.
Organisations can now launch online panels in minutes for relevant and reliable insights by tapping into Qualtrics’ network of more than 200 panel partners and choosing a target audience.