Qualtrics Launches 'Empathetic' AI Agents to Revolutionize Customer Service

AI agents represent a significant leap forward in the evolution of AI assistants, moving beyond simple query responses to actively performing tasks. At the forefront of this advancement, Qualtrics is introducing Experience Agents at its X4 2025 Experience Management Summit, which begins on Tuesday. These agents are designed to engage directly with customers, enhancing their experiences by addressing and resolving issues in real-time. According to Brad Anderson, president of products, user experience, and engineering at Qualtrics, the goal is to enable customers to act on every interaction. "Our approach here was how can we expand on what customers are already using us for, to enable them now to act on every single interaction," he shared with ZDNET. Experience Agents can operate across multiple customer touchpoints, such as surveys, call center chats, online reviews, and other online interactions, aiming to close the feedback loop with personalized responses. Take, for instance, a sports fan who's frustrated with slow food service at a game. An Experience Agent can engage with the fan, delve into the specifics of their complaint, and offer a tailored response. During a pre-announcement briefing, I had the chance to see these agents in action. An airline passenger provided feedback through a Qualtrics survey, and I was genuinely impressed by how quickly and empathetically the AI responded. It's not just about speed; the agents bring a level of empathy that's often lacking in traditional customer service interactions, whether from chatbots or human agents. What sets Experience Agents apart is their direct engagement with customers to improve their experience, rather than merely optimizing internal processes. Looking ahead, Qualtrics anticipates that these agents will predict client needs based on past interactions and the company's deep industry knowledge. Addressing potential concerns about AI directly interacting with clients, Anderson emphasized Qualtrics' commitment to accuracy and ethical AI practices. The company has a dedicated team focused on AI ethics and guardrails. To further alleviate customer concerns, Qualtrics shares extensive research findings on its Trust Center, allowing clients to delve deeper into the technology. As the X4 2025 Summit unfolds, we'll keep you updated on all the latest developments.

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