Qualtrics unveils AI innovations to enhance customer experience
SALT LAKE CITY, UNITED STATES — Cloud-native software platform Qualtrics launched a series of AI-powered innovations aimed at transforming customer experiences across various platforms, including in-store, online, and in call centers.
This initiative is set to redefine how organizations like Hilton and Motorola Solutions engage with their customers, ensuring personalized and efficient service.
AI innovations to mitigate financial risks
The stakes are high, with Qualtrics research indicating that companies risk losing up to $3.7 trillion this year due to poor customer experiences.
In response, Qualtrics has developed new purpose-built applications for frontline staff, leveraging artificial intelligence to enhance customer interactions and satisfaction.
Enhanced capabilities across channels
Among the notable AI innovations launched by Qualtrics are:
- Frontline Locations Assist. A sophisticated insights hub that equips frontline managers with actionable insights derived from customer feedback across multiple channels. This tool is designed to enhance the customer experience by providing managers with recommended steps for improvement, such as responding to customer reviews and rewarding employees.
- AI-Powered Review and Ticket Response Suggestions. This feature enables frontline teams to address customer issues quickly with automatically generated, personalized responses. It aims to expedite ticket resolution and online review responses, thereby exceeding customer support expectations and fostering stronger relationships.
- Digital Experience Analytics with Digital Assist. This digital insights hub is tailored to improve online customer experiences. It includes new heatmap capabilities for identifying web technical, design, and product issues, funnel analytics for pinpointing major drop-off points, and real-time frustration intercepting capabilities to offer targeted support to customers facing challenges online.
- Customer Care Assist. This purpose-built app aggregates insights and workflows across the customer care experience. It allows managers to generate personalized coaching plans for agents, enhancing customer service efficiency and empathy.
- Automated Call Summaries. This tool utilizes Qualtrics AI to automatically summarize customer feedback, enabling frontline teams to generate support tickets and send personalized follow-up emails based on real-time customer issues and historical data.
Qualtrics President of Product, UX, and Engineering Brad Anderson said, “Fueled by our $500 million commitment to AI innovation, Qualtrics is making it easier than ever for customer experience teams to rapidly and meaningfully deliver the superior, personal, and human experiences their customers are looking for.”
A new era for customer experience management
Qualtrics’ proactive approach is expected to set a new standard in customer service and significantly reduce the potential financial losses linked to customer dissatisfaction.
The integration of these AI capabilities into everyday customer service processes marks a pivotal shift towards more dynamic and responsive customer engagement strategies, promising substantial improvements in customer satisfaction and business performance.
