• Every Qualtrics product, for every user, will receive personalized content, real-time recommendations, and AI-driven actions thanks to -XM/os2, which harnesses the power of AI.
• Innovation in AI will receive $500 million from Qualtrics over the next four years.
• XM/os2 offers enterprises completely new methods to tailor experiences at scale and develop deeper, more meaningful interactions with their customers and employees thanks to new generative AI capabilities and the largest human sentiment database.

The innovator and market leader in experience management (XM), Qualtrics, has unveiled XM/os2, the platform’s next iteration, which is fully equipped with artificial intelligence (AI) to support businesses in acting empathetically and producing more relevant and meaningful experiences. With the release of XM/os2, Qualtrics is making a $500 million investment over the following four years in AI innovation.

The world’s largest library of human sentiment, Qualtrics AI, new generative AI capabilities, and XM/os2 combine to deliver tailored content and real-time recommendations for every user across every product.

In order to build the largest collection of experience profiles in the world, Qualtrics currently records and analyzes more than 3.5 billion conversations and interactions annually, including chat logs, survey replies, social media posts, product reviews, and more. In order to deliver personalized content and trigger automatic actions that increase the productivity of frontline employees, improve the effectiveness of HR leaders and managers, and provide product, brand, and research teams with instantaneous decision-making capabilities, Qualtrics is releasing the power of this enormous data set.

“AI’s ability to understand human emotion and continuously learn from experiences has the potential to make business more human, not less”, “XM/os2 brings the power of AI to every part of the Qualtrics platform, giving our customers entirely new ways to personalize experiences at scale and build deeper, more meaningful relationships with their customers and employees.”

Zig Serafin, CEO, Qualtrics

Frontline Teams Are More Effective Thanks to Generative AI, Which Also Enhances Digital Experiences

Support agents are more productive thanks to new generative AI breakthroughs in Qualtrics FrontlineXM, which also enable them respond to client issues more quickly and empathically. Frontline managers can quickly respond to customer feedback on review sites, social media, and other channels in a way that takes into account a customer’s history with the company and the tone required for each situation thanks to Qualtrics’ ability to recommend and generate personalized responses based on each customer’s profile data in Qualtrics ExperienceID (XiD).

In order to give the agent prescriptive steps to follow in order to fix the problem based on each caller’s wants, emotions, and previous interactions with a company, Real-Time Agent Assist now employs AI to summarize pertinent, real-time information during a service conversation into essential points.

Using real-time information about customer issues and historical customer data from XiD, new generative AI capabilities in Qualtrics Automated Call Summaries enable agents to instantly generate support tickets, send personalized follow-up emails, and create support knowledge base articles.