Qualtrics AI Copilot Helps Companies Act Faster on Customer Feedback

Experience management specialist Qualtrics has launched Assist for CX, a new AI-powered tool designed to help organizations bridge the gap between collecting customer feedback and taking action. The tool, currently in preview and expected to be generally available next quarter, allows non-specialists to ask simple questions like "What are the top three customer complaints?" and receive immediate, data-backed answers.

By Stephen Withers

Key Features of Assist for CX

• Guided Insights: Enables managers and executives to explore customer experience data directly.
• Real-Time Action: Automatically generates responses, such as offering bonus frequent flyer points to dissatisfied customers.
• Enhanced Survey Completion: Uses intelligent follow-up questions to improve response rates.

Qualtrics president Brad Anderson highlighted the tool’s uniqueness, stating, "There’s nothing like this on the market right now." The company processes over 1.2 billion surveys annually, with an average of 14.5 questions per survey, providing a robust dataset for its AI models.

Case Study: Australian Airline

An unnamed Australian airline testing Assist for CX reported reducing the time to analyze unstructured feedback from months to hours. "There’s no point asking for feedback if you’re not going to do anything about it," noted Sam Ramjahn, Qualtrics’ head of solution engineering for Asia-Pacific and Japan.

Broader AI Strategy

Assist for CX joins Qualtrics’ existing AI suite, including:

• Conversational Feedback: Dynamic survey question generation.
• Location Experience Hub: Tools for frontline workers.
• Digital Experience Analytics: Heat maps and funnel analytics for website issues.

Challenges in AI Adoption

A report by Qualtrics and McKinsey revealed that only 7% of Australian executives aspire to lead in AI adoption, compared to 15% globally. Despite this, McKinsey partner Martin Lindquist emphasized the potential gains, estimating that AI could deliver $1.3 trillion annually in value by improving customer experiences.

Call to Action

Lindquist urged businesses to start experimenting with AI, noting, "The pace of change is unlike anything we’ve seen." Organizations that act quickly could gain a significant competitive edge.

For more details, visit Qualtrics’ AI strategy or explore customer experience trends.