Qualtrics, a leading provider of customer experience measurement applications, is introducing three new features powered by generative artificial intelligence. These features are designed to enhance companies’ abilities to predict customer needs, address employee attrition, customize shopping experiences, and automatically act on feedback across its product suites.
One of the standout features is conversational feedback, which uses AI to analyze survey responses and generate personalized follow-up questions in real-time. Unlike traditional branching logic, conversational feedback creates new questions based on the respondent’s previous answers, encouraging more in-depth and actionable data during the survey process.
According to Brad Anderson, President of Products, UX, and Engineering at Qualtrics, the introduction of generative AI into survey processes marks a significant transformation in the field. The company has implemented strict guardrails to protect against potential issues like intrusive questions or offensive language, ensuring a seamless and productive user experience.
In addition to conversational feedback, Qualtrics Assist allows users to ask questions and receive insights using natural language prompts, while intelligent summaries digest feedback into concise overviews with anonymized responses for confidentiality.
Furthermore, Digital Experience Analytics users will benefit from new heatmap capabilities and funnel analytics to identify and resolve web issues efficiently. Retail and online businesses can leverage Frontline Locations Assist to analyze feedback and improve the customer experience through actionable insights and recommendations.
Qualtrics continues to enhance its offerings with a customer-centric approach. The company’s commitment to utilizing generative AI and advanced features underscores its position as a leader in the customer experience measurement industry.
