Qualtrics Embeds AI Across Platforms to Enhance Experiences

People Data

Qualtrics launched XM/os2, which it calls the next generation of its platform. The platform uses AI to help organizations act “with empathy” and create more relevant experiences. The company also said it plans to invest $500 million in AI innovation over the next four years.

XM/os2 leverages Qualtrics AI and new generative AI capabilities, along with the company’s massive database of human sentiment, to deliver personalized content and real-time recommendations. At a press event, CEO Zig Serafin said the announcement was the company’s “most important enhancement since the launch of [Qualtrics] XM in 2017.”

“AI’s ability to understand human emotion and continuously learn from experiences has the potential to make business more human, not less,” Serafin said. XM/os2 will give users “entirely new ways to personalize experiences at scale and build deeper, more meaningful relationships with their customers and employees.”

Qualtrics captures and analyzes more than 3.5 billion interactions a year, ranging from call center conversations and chat logs to survey responses and social media posts. The combination of this data with AI will drive automated actions that make HR leaders and managers more effective, the company said.

New for People Teams

With the enhancements, Qualtrics XM for People Teams will capture structured employee feedback from engagement surveys, along with unstructured feedback from sources like public Slack channels and job-site reviews. Generative AI capabilities will automatically summarize employee feedback and behavior data, such as how many hours they’re working, how full are their calendars, and whether they are answering work messages after hours.

That data will then be correlated to each employee’s overall well-being, Qualtrics said, signaling managers about how their subordinates feel and how they can be supported.

In addition, Qualtrics Manager Assist will replace dashboards with personalized coaching based on survey results, open-text comments and continuous listening. New predictive AI capabilities will analyze behavior data to identify teams with a high risk of attrition and surface the most likely reasons employees might leave.

Other enhancements include:

  • Qualtrics Research Hub users will be able to type questions into the system and quickly receive insights and answers.
  • New AI capabilities in Qualtrics Video Feedback will uncover key trends and associated quotes and insights from video feedback, and generate simple summaries that can be shared across the organization.
  • AI-powered dynamic feedback will allow users to change questions they ask in order to resolve issues and generally increase the value of feedback.

At the Core

The core of Qualtrics XM/os2 consists of three interconnected services—Experience ID, iQ and xFlow. Each has been enabled with AI to create richer profiles, analyze feedback data to detect trends and gaps, and “empower action,” Qualtrics said.

New auto-segmentation capabilities in XiD use AI to group customers and employees into segments, such as teams and geographies. That’s meant to help organizations identify emerging trends. New GPT capabilities in xFlow will automatically trigger GPT-powered actions in systems that an organization already uses.

Qualtrics said the GPT-powered solutions are tailored to XM use cases built for the enterprise, such as employee engagement data, or breakdowns of the digital experience on company websites.

The platform’s new features will roll out between now and early 2024, Qualtrics said.

Image: iStock

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