Qualtrics Launches XM/os2

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Qualtrics introduced XM/os2, the next generation of its platform, fully enabled with artificial intelligence.

XM/os2 harnesses Qualtrics’ AI and new generative AI capabilities and its database of human sentiment to deliver personalised content and real-time recommendations across every product, for every user.

Qualtrics now captures and analyses more than 3.5 billion conversations and interactions a year, including call centre conversations, chat logs, survey responses, social media posts, product reviews, and more. Qualtrics is unleashing the power of this vast data set with AI to deliver personalised content and drive automated actions for frontline workers, managers, and product, brand, and research teams.

Some of the new AI capabilities include the following:

• New generative AI innovations in Qualtrics FrontlineXM helps support agents resolve customer issues faster and with more empathy. Qualtrics can recommend and generate personalised responses based on each customer’s profile data in Qualtrics ExperienceID (XiD), so frontline managers can quickly respond to customer feedback on review sites, social media and other channels.
• Real-Time Agent Assist now uses AI to summarise relevant, real-time information during service conversation and give the agent prescriptive steps to take to solve the problem based on each caller’s needs, emotions, and history with a company.
• New generative AI capabilities in Qualtrics Automated Call Summaries automatically summarise calls and enable agents to instantly generate support tickets, send personalised follow-up emails, and create support knowledge base articles using real-time information about customer issues and historical customer data from XiD.
• Qualtrics Research Hub brings together the millions of data points that make up all of the research and feedback across an organisation, including brand studies, customer feedback, market data, and more into an intelligent search.
• New AI capabilities in Qualtrics Video Feedback surface key trends and associated quotes and insights from customers’ video feedback and instantly generate a simple summary that can be shared and understood across the organisation.

At the core of Qualtrics XM/os2 are three interconnected services—Experience ID, iQ, and xFlow—now fully enabled with AI to help companies create rich customer profiles, analyse feedback data to detect trends and gaps, and empower action. New auto-segmentation capabilities in XiD use AI to automatically group customers and employees into segments, such as teams, geographies, industries, and more. New GPT capabilities in xFlow enable organisations to automatically trigger GPT-powered actions in the systems their teams are already using.

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

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