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Qualtrics has launched new artificial intelligence tools designed to help companies capture customer feedback across more channels, analyze it faster, and respond in real time.
The company made the announcement in its X4 event, aiming to address a long-standing customer experience gap in which many organizations collect large volumes of feedback but act on only a small share of it.
“If you ask most CX programs, of all the feedback that comes into your organization, what percentage of those get followed up on? It’s one or two percent,” said Brad Anderson, president of products, engineering, user experience and security at Qualtrics.
Broader listening across channels
The new offering includes omnichannel listening, automated text analytics and AI-powered Experience Agents, which Qualtrics says can help businesses move from simply gathering feedback to resolving issues as they happen. The tools are built to pull signals from calls, chats, online reviews and surveys, giving companies a broader view of customer sentiment and behavior.
Qualtrics said surveys account for only a small portion of customer feedback and that richer insights often come from direct conversations. By bringing those channels together, the company says businesses can reduce fragmented data collection and improve confidence in their customer insights.
The company’s automated text analytics system uses AI to classify feedback, detect sentiment and emotion, and map customer journeys. Qualtrics said deployments that once took months can now be completed in hours, while costs have been reduced by four to five times.
Faster response and easier integration
Its new Experience Agents are designed to take immediate action on feedback by resolving issues, guiding customers through next steps and closing the loop automatically. Qualtrics said the agents are embedded into surveys and workflows and trained on company policies so responses align with each organization’s standards.
The company also announced expanded integrations with platforms including Genesys, NICE and Salesforce. Qualtrics said those connectors can reduce setup time from weeks to minutes.
“When you’re thinking about connecting to your call center, one of the treasure troves of data for experience management, it used to be multiple weeks to build a connector. Now, it’s a drag-and-drop operation that takes minutes,” Anderson said.
Shift in customer experience strategy
Qualtrics said the broader goal is not to replace human workers, but to allow them to focus on more complex and higher-value tasks while AI handles routine follow-up and faster response times.
The launch reflects a broader shift in customer experience strategy, from collecting feedback as a measurement exercise to using it as a trigger for immediate action.