Qualtrics, the pioneer in experience management, has announced the launch of Experience Agents™ advanced AI-powered agents designed to revolutionize customer and employee interactions by delivering personalized, empathetic experiences at scale.
Unlike traditional AI solutions that focus primarily on transactional efficiency, Experience Agents are built to engage directly with customers and employees, leveraging Qualtrics’ unique ability to understand human emotions and preferences. By combining real-time data insights with proactive engagement capabilities, Experience Agents enable businesses to enhance loyalty, improve employee engagement, and uncover valuable business insights.
Experience Agents operate across all channels and touchpoints, responding instantly to improve interactions, resolve issues, and identify strategic opportunities. This real-time responsiveness eliminates the delays commonly associated with feedback loops from surveys, call center chats, and online reviews.
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For instance, if a sports fan reports slow food service at a recent game, an Experience Agent can respond directly within the survey, gather further details, and resolve the issue with a tailored, on-brand response in the moment.
Looking ahead, Qualtrics envisions Experience Agents evolving to anticipate customer and employee needs based on prior interactions, industry trends, and organizational expertise. This proactive engagement model aims to deliver meaningful interactions that consistently enhance experiences.
“The best organizations in the world trust Qualtrics AI today to make every connection count, and Experience Agents represent a radical shift in what’s possible from an Experience Management platform,” said Qualtrics CEO Zig Serafin. “Only Qualtrics has the deep human understanding and industry-specific expertise to power a true agentic experience across billions of touch points, on every channel, and in every moment that matters.”
“Qualtrics continues to show its innovative leadership with the introduction of Experience Agents to not only further improve customer experiences, but to make paradigm shifts in the way businesses can operate in the world where Customer Experience continues to be a priority,” said Lou Reinemann, Research Director, Voice of the Customer and Customer Success, IDC.
