Qualtrics, a favorite customer experience management system, is spruiking several new Artificial features in 2024.
Questionnaires has been utilizing what the company calls” the world’s largest collection of human sentiment” to develop new capabilities for improving customer and staff experiences. The company also has a responsibility to invest$ 500 million in AI.
Brad Anderson, Qualtrics ‘ president of goods, customer experience, and executive, said at a meeting in Sydney in July 2024 that he expects AI to fundamentally change the value its technology provides for consumers. Through a number of new AI functions, according to Anderson, that will enable the software to extract insights from client data from an organization more quickly.
In 2024, Qualtrics will release conceptual AI-based capabilities.
In 2024, Questionnaire will roll out a number of new AI capabilities across its product lines.
The new Artificial functions include:
Qualtrics Assist: In its own version of a” Copilot,” Qualtrics Assist allows an organization to use natural language queries to query specialized AI types trained on customer information. The customer and staff data set from Questionnaire supports it. Qualtrics Assist features may be present in every Qualtrics product line.
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Verbal suggestions: The verbal input feature, which adds a new dimension to customer surveys, will help real-time analysis of survey responses and provide customers with more questions. This will enable businesses to obtain more in-depth customer comments.
Intelligent summaries: Qualtrics is offering customers the ability to move large amounts of user data or individual opinions into clear, easy overviews for teams or managers, which analyse data, offer insights, and give recommendations.
Automated workflows: Users can automatically trigger GPT-based actions in the systems their teams are using, allowing for further automation of customer service workflows.
2024 changes to Qualtrics ‘ product packaging and pricing
Qualtrics made the announcement to rationalize its packaging and pricing for its legacy products in March 2024. The firm has come to market in 2024 with just three suites — customer experience, employer experience, and strategy and research — with each comprising three products.
Customer experience
The customer experience suite from Qualtrics aims to provide better customer experiences across both physical and digital customer touch points, including contact centers, websites, mobile apps, and physical stores. Online reputation management and omni-channel customer experience analytics are some of the features.
Employee experience
The employee experience suite is designed to assist with workforce engagement, manager effectiveness, and HR decision-making. Features include employee engagement surveys, employee lifecycle improvement tools, and people analytics, including workforce attrition drivers and prediction.
Strategy and research
Customers can use the strategy and research suite to conduct qualitative and quantitative research to support product design, market share growth, and brand health. Features include research and analytics tools, product usability and concept testing, and brand-health tracking.
Consumption-based pricing
After moving to consumption-based pricing, customers who purchase access to one of Qualtrics ‘ product suites will have access to all products and capabilities within that suite for unlimited users. Customers will be able to “dial up or dial down” platform usage as needed. The amount a customer pays is determined by the number of interactions it has with the platform.
3 Qualtrics AI features are most likely to be used first
Customers at Qualtrics anticipate putting their best interests at risk when adopting new AI features for internal use cases. Before releasing use cases for external customers where the customer perception of the brand risk is higher, they can gain confidence in the generative AI outputs.
Using conversational feedback to improve surveys and survey data
Conversational surveys that use generative AI to extract more specific, useful, and actionable data from customers are likely to gain a lot of support. According to Anderson, many businesses are already conducting surveys. They also desire better data, which will make the new feature useful and practical for customers.
” When customers fill out surveys, they need to click the’ Next ‘ button”, he said. ” On average, that’s clicked 50, 000 times every minute on Qualtrics, and at peak is being clicked 300, 000 times a minute. Every single one of those involves our AI making a round-trip effort to determine whether the response should be clarified.
giving employees and leaders access to customer experience data
Customers will be able to translate the rich data dashboards they created using Qualtrics data into simple language that everyone in the company can understand. This makes it possible to democratize data beyond data teams and eliminates the need to create summaries manually.
” Our generative AI automatically creates those]manual summaries ]”, Anderson said. ” You can output it as a PDF, as a Word document, and it has all the recommendations, all the insights, all the excerpts on the voice of the customer. Because it uses AI to work, it will be widely adopted.
assisting managers in using employee data to manage their teams
Managers can use the manager assist feature to ask the AI of Qualtrics to learn about how their team is faring or what direct reports want a manager to improve. Managers can ask the AI for suggestions for what to prioritize in order to enhance their management.
According to Anderson,” A CEO can be looking at it, the data analytics team can be looking at it, or a frontline manager can be looking at it.” Frontline managers are frequently brand-new managers who are attempting to understand what it means to be a good leader and manager. This is similar to having a full-time coach accompany you.
How do two customers in the region currently use Qualtrics?
Both the travel agency Flight Centre and the telecommunications company StarHub in Singapore announced new use cases for the Qualtrics platform in 2024.
StarHub in Singapore
Star Hub, a provider of telecommunications, entertainment, and digital services in Singapore, has tapped Qualtrics to help it identify and bring to market new, optimised products, services, and experiences. This effort is part of Star Hub’s strategic transformation initiative, which is targeting$ 500 million in cost savings and revenue growth by FY 2026.
Use cases for StarHub include using real-time, multi-channel insights to understand customers better, improve customer service experiences, and be more precise and efficient with decisions. StarHub says it intends to use Qualtrics to adapt to new consumer habits and introduce new product lines.
Flight Centre in Australia
One of the first organizations in Asia-Pacific to integrate natural language processing and conversational analytics, enabling it to analyze and respond to millions of pieces of structured and unstructured customer feedback, is Flight Centre.
Using Qualtrics, Flight Centre is listening to and analysing customer feedback across channels including emails, chat, messaging, social and online reviews, traditional surveys, and more. It can also understand the emotion, intent, preference, and effort behind engagements with the brand.
What is the Qualtrics product’s future in 2024 and beyond?
Qualtrics hopes to significantly increase customer value through its new features and AI strategy. According to Brad Anderson, AI has the potential to “fundamentally alter the value experience management produces,” promoting transformational change.
Any new value will be determined by the information Qualtrics can use to create generative AI models. The firm has 20, 000 customers, including 91 Fortune 100 companies. Its data pool includes 7.8 billion surveys as well as 10.4 billion conversations, the most popular of which are call center phone calls.
” We think we will 10X the value we provide to organizations over the coming years,” Anderson said.
