Qualtrics has unveiled its new Experience Agents, designed to autonomously deliver customer and employee experiences at scale across various channels and interactions.
Experience Agents differ from traditional transactional AI agents by focusing on direct interaction with customers and employees in a personalised and empathetic manner.
This approach aims to enhance loyalty, increase employee engagement, and generate business insights and opportunities.
With these specialised agents, companies are no longer required to wait for feedback results from surveys and interactions.
Instead, Experience Agents can engage immediately during customer interactions, addressing issues with tailored solutions that meet individual needs and preferences.
An example provided by Qualtrics involves a sports fan who leaves feedback about slow food service during a game. Rather than a delayed follow-up, an Experience Agent would respond instantly within the survey to gather further details and address the problem with a personalised response that aligns with brand standards.
Future expectations for Experience Agents include not only addressing issues in real-time but also proactively engaging with customers and employees based on previous interactions, brand expertise, and industry context. This proactive approach aims to foresee needs and continually elevate experiences.
Qualtrics CEO Zig Serafin stated, "The best organisations 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. 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."
IDC Research Director, Voice of the Customer and Customer Success, Lou Reinemann commented, "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."
Ilana Boyum, Vice President, Voice of the Customer and Customer Insights at Fiserv, said, "Partnering with Qualtrics is allowing us to provide personalised, meaningful responses to our clients' concerns at scale in an efficient and consistent way."
Maggie Gentry, Director, Experience Analytics at Community Health Network, highlighted the importance of proactive intervention.
"Proactive intervention is key to connecting our patients with care and bolstering their engagement," she said.
"By leveraging Qualtrics Agentic AI, we can anticipate patient needs, remove barriers to access, and create more seamless experiences; it's what ensures better access, better experiences, and ultimately, better outcomes for our patients."
David Entwistle, President and Chief Executive Officer at Stanford Health, remarked, "Leading the way in healthcare innovation means embracing the most advanced tools available. Collaborating with Qualtrics will enable us to deploy agentic AI to better understand and respond to the needs of our patients, reinforcing our commitment to setting new standards in care excellence."
The introduction of Experience Agents will be a focal point at the upcoming Qualtrics X4 2025 Experience Management Summit in Salt Lake City. The event will gather thousands of executives and professionals to discuss achieving business success through elevated customer and employee experiences.
Notable speakers at this year's X4 include Donna Morris of Walmart, ServiceNow's Bill McDermott, KFC's Rob Swain, Tonya Webster for New York State, alongside music producer Rick Rubin, Bozoma Saint John, and business leader Danny Meyer.
The event will feature over 100 sessions from various companies, showcasing value from experience management programs.
