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Qualtrics Experience Agents, which the company introduced at its recent X4 user conference, come with a unique pitch: They’re more about the employee and customer experience than they are about increasing efficiency.
The Experience Agents use Qualtrics data to interact with users in “personalized, proactive and empathetic” ways, the company said. That should have a direct impact on engagement, even as the agents help provide data analysis for companies to use in business and workforce planning.
Because the agents step directly into employee interactions, companies won’t have to wait for feedback to be compiled and analyzed. They can address issues while users complete surveys, online reviews and other interactions, tailoring their approach to each individual’s preferences and needs.
For example, an employee’s feedback might say HR has been slow to respond to their recent queries on time off or benefits. Experience Agents can respond in real time, within the survey or through another channel, to learn more about the problem and resolve the issue.
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