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A Deep Dive into Qualtrics’ New AI Features

Discover how Qualtrics’ AI capabilities can help organizations enrich their employee and customer experience data to make informed, data-driven decisions.

Artificial intelligence (AI) has emerged as a transformative force in the ever-evolving arena of technological progress and is reshaping the way we work.

This blog explores Qualtrics’ use of AI, introduces new features, and showcases real-world applications across employee and customer experiences.

Transforming Data Analysis: The Synergy between AI and Qualtrics

Qualtrics has strategically embraced AI to amplify its capabilities, empowering organizations with robust tools to gather, analyze, and act on invaluable insights.

“AI’s ability to understand human emotion and continuously learn from experiences has the potential to make business more human, not less.”
Zig Serafin | Qualtrics CEO

How AI Fuels Qualtrics

Qualtrics incorporates AI throughout its platform, using machine-learning algorithms and natural language processing (NLP) to provide users with advanced data analysis and interpretation capabilities. From survey creation to result analysis, Qualtrics’ AI features span the entire feedback lifecycle, enhancing efficiency and depth of insights. Here are some examples of how Qualtrics utilizes AI:

  • Survey Design and Optimization

Qualtrics assists in creating surveys by suggesting question types, survey flow, and layout based on historical data and best practices. This AI-supported feature can help generate a higher response rate and better insights.

  • Sentiment Analysis

Through NLP, Qualtrics analyzes open-ended responses to determine sentiment, enabling a deeper understanding of participants’ attitudes, emotions, and opinions expressed in their feedback.

  • Predictive Analytics

Qualtrics’ predictive analysis capabilities empower users to forecast future trends and behaviors based on historical data. This facilitates informed decision-making by identifying patterns and correlations within experience data.

  • Intelligent Recommendations

Based on survey results, Qualtrics provides intelligent recommendations for action items. This helps users prioritize areas that require attention and locate where the most impactful improvements can be made.

New AI Features in Qualtrics

Qualtrics is committed to staying at the forefront of technology and has promised to invest heavily in improving its AI capabilities over the next four years. With recent updates, several cutting-edge AI features have been introduced, enhancing the overall user experience and analytical capabilities while bringing the power of AI to every part of the Qualtrics platform. Let’s explore some of the latest updates in the following:

  • Comment Summaries and Conversational Dashboards with Generative AI

The Comment Summaries and Conversational Dashboards from Qualtrics offer innovative ways to personalize experiences at scale. Key features include the ability to summarize thousands of comments in seconds, helping to quickly identify topics and themes. Powered by generative AI, this feature creates comment summaries for teams of any size, streamlining analysis processes and ensuring anonymity.

  • Real-Time Agent Assist

Qualtrics’ Real-Time Agent Assist leverages AI to summarize conversation information into key points. This enables agents to better understand customers’ needs, history, and emotions, leading to more efficient issue resolution.

  • Automated Call Summaries

Agents can now generate support tickets, send personalized emails, and contribute to knowledge-based articles by using Automated Call Summaries, ensuring a holistic approach to customer service. 

  • Video Feedback with Generative AI

Qualtrics Video Feedback captures rich content through video responses. By employing AI capabilities to extract key trends, relevant quotes, and insights from customers’ video feedback, the solution redefines the conventional understanding of feedback.

  • XM for People Teams

Qualtrics’ XM for People Teams processes employee feedback data from various sources, including surveys and public Slack channels. The platform's generative AI capabilities summarize feedback and behavior data, offering managers continuous assessments of their employees' emotional states and insights into potential attrition risks. XM for People Teams also introduces Qualtrics Manager Assist, providing managers with personalized, AI-powered coaching based on survey results, continuous listening, and open-text comment areas.

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XM for People Teams: Qualtrics Manager Assist.

These advancements underscore Qualtrics' commitment to pushing the boundaries of what is possible in the realm of experience management, offering organizations unparalleled AI capabilities and fully equipping them to build deeper, more meaningful relationships with both customers and employees.

Learn more about the future of Experience Management with Qualtrics AI here.

Enhance Your Qualtrics Employee and Customer Experience Insights with AI

How to Use Qualtrics AI in Employee Experience

AI in Qualtrics plays a crucial role in transforming the landscape of Employee Experience (EX). Imagine you are the HR manager of a rapidly growing tech company, and you've noticed an uptick in employee turnover over the past few quarters. Traditional methods for identifying and addressing attrition risks have proven reactive, prompting the need for a proactive solution. This is where Qualtrics AI predictive analytics steps in, transforming your approach to managing EX.

Scenario: Proactive Retention Strategies

  1. Identifying Historical Patterns: Leverage Qualtrics AI predictive analytics to analyze historical data encompassing employee behavior and feedback. This helps to identify patterns linked to attrition and factors contributing to turnover within your organization.

  2. Real-time Understanding of Attrition Drivers: Gain real-time insights into the key drivers of attrition. Continuously monitor and analyze employee feedback to promptly identify emerging issues that might lead to turnover.

  3. Contextualized Insights from Benchmarks and Trends: The AI tool extends beyond internal data by comparing your organization's attrition trends to industry benchmarks and external trends. This comparison provides contextualized insights, which ensure your understanding of attrition is not isolated but rather informed by broader industry dynamics.

  4. Automated Dashboard for Quick Decision-Making: The system generates a user-friendly dashboard that offers HR professionals and decision-makers visibility into attrition hotspots, trends, and potential areas of concern.

  5. Ease of Implementation and Integration: Implementing the AI predictive analytics tool is seamless. You can leverage existing data within Qualtrics or effortlessly import data from your Human Resource Information System (HRIS). This simplicity ensures that the tool integrates smoothly with your existing HR processes.

  6. Qualtrics Stats iQ for Deeper Analysis: For those seeking more in-depth analysis, Qualtrics Stats iQ is at your disposal. This feature empowers you to perform deeper dives into the attrition data, uncovering nuanced insights that might not be immediately apparent through standard analytics.

  7. Future Predictions with AI-Based Neural Network: Looking ahead to 2025, Qualtrics is set to introduce predictive technology that takes employee retention strategies to the next level. The powerful AI-based neural network approach will enable proactive planning and implementation strategies to retain valuable talent by understanding future attrition trends.

  8. Benefits and Impact: By leveraging AI predictive analytics in Qualtrics, you are equipped to not only understand historical patterns of attrition but also to foresee potential challenges. This proactive approach enables you to implement targeted retention strategies, fostering a more stable and engaged workforce. The automated nature of the insights and the user-friendly dashboard facilitate quicker decision-making, ultimately leading to a more positive and proactive employee experience.

Qualtrics AI-Powered Dashboard

Qualtrics: AI-Powered Dashboard.

How to Use Qualtrics’ AI in Customer Experience

In the realm of Customer Experience (CX), Qualtrics harnesses AI to provide organizations with tools to understand, measure, and improve interactions with customers. Picture yourself as the customer experience manager of a thriving e-commerce platform. You've been grappling with the challenge of creating more personalized interactions for your diverse customer base. Enter Qualtrics’ Customer Journey Prediction—an AI-powered solution that transforms the way you navigate and enhances the customer experience.

Scenario: Personalizing Customer Interactions

  1. Analyzing Past Interactions: Start by leveraging Qualtrics' predictive analytics to delve into the vast pool of past customer interactions. The system analyzes historical data, unraveling patterns and trends in customer behavior across various touchpoints.

  2. Forecasting Future Customer Journeys: Armed with insights derived from past interactions, Qualtrics’ predictive analytics allows you to forecast future customer journeys. This forward-looking capability allows you to anticipate your customers’ needs, preferences, and expectations at different stages of their interactions with your platform.

  3. Anticipating Customer Needs: The predictive analytics tool enables you to gain a heightened ability to anticipate customer needs. Whether it's understanding which products they are likely to be interested in or predicting potential pain points in the customer journey, this tool equips you to proactively address customer requirements.

  4. Personalizing Interactions: Armed with a predictive understanding of customer journeys, you can now tailor interactions at every touchpoint. From personalized product recommendations to targeted communications, you can create a customer experience that feels bespoke and resonates with the customers’ preferences.

  5. Designing Strategies for Enhanced Satisfaction: Insights derived from customer journey prediction become the cornerstone for designing strategies aimed at enhancing customer satisfaction. You can now strategically allocate resources, optimize processes, and implement changes that align with the forecasted customer journey, ensuring a smoother and more delightful experience.

  6. Benefits and Impact: The implementation of Qualtrics' Customer Journey Prediction revolutionizes your e-commerce platform’s approach to customer interactions. Forecasting future customer journeys grants a strategic advantage in personalizing interactions, leading to increased customer satisfaction and loyalty. This proactive approach not only improves the overall customer experience but also positions your platform as one that understands and caters to customers’ evolving needs.

Touchpoint in Qualtrics’ Customer Journey

Qualtrics: Consider the Journey

Elevate Your Qualtrics Employee and Customer Experience Insights with AI

Our team of Qualtrics experts is ready to collaborate with you in developing strong, data-driven solutions for tomorrow's workplace. Reach out if you want to discover the benefits of implementing Qualtrics in your organization.

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About the author

Emilie Bodin is a certified Qualtrics Consultant at Effective People.

Emilie is an IT professional with experience in implementation, digital transformation, process improvement, project management, employee and customer experience, and HR. Emilie blogs about people and organizations; human-centered design, business experience, customer experience, employee experience, behavioral design, design thinking, and ideation.

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Are you looking to empower your organization's experience management efforts? Contact us to learn how we can help streamline your data-driven decision-making with Qualtrics.

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