• by Ray Schultz , July 19, 2023

Experience management platform Qualtrics has unveiled a generative AI tool to help brands provide personalized content and recommendations, and says it is investing $500 million in AI innovation over the next four years. 

The new solution, XM/os2, leverages the firm’s database of human sentiment to help agents act with more empathy while resolving issues, while creating more relevant experiences.   

XM/os2 brings “the power of AI to every part of the Qualtrics platform, giving our customers entirely new ways to personalize experiences at scale and build deeper, more meaningful relationships with their customers and employees,” says Qualtrics CEO Zig Serafin.  

Qualtrics captures analyzes more than 3.5 billion interactions a year, including call center conversations, chat logs, survey responses, social-media posts and product reviews. 

On the employee side, Qualtrics XM for People Teams captures structured feedback from engagement surveys as well as unstructured feedback from sources including public Slack channels and job-site reviews.  

In addition, new generative AI capabilities will summarize employee feedback and behavior data -- for example,  how many hours they are working, how full their calendars are and whether they are answering work messages after hours—to ensure their well-being. 

One client, DISH Network, uses Qualtrics Video Feedback to give customers an alternative to surveys. “Most companies are really good at the quantitative side, but the enrichment comes from layering qualitative feedback on top of that,” says Christina Sansone, vice president, CX transformation at DISH Network.  

Sansone says “Qualtrics Video Feedback "simplifies our analysis, saves time and makes the voice of the customer even more accessible and clear so we can take the right actions to improve our products and experiences.”