Qualtrics has unveiled Experience Agents, highly specialised AI agents that autonomously deliver exceptional customer and employee experiences at scale across every channel and interaction.
“The best organisations in the world trust Qualtrics AI today to make every connection count, and Experience Agents represent a radical shift in what’s possible from an Experience Management platform,” said Qualtrics CEO Zig Serafin. “Only Qualtrics has the deep human understanding and industry-specific expertise to power a true agentic experience across billions of touchpoints, every channel, and every moment that matters.”
Experience Agents
Experience Agents are designed to interact directly with customers and employees in personalised, proactive and empathetic ways. They can also scale across every channel and touchpoint, respond to fix or improve experiences, and track market trends to pursue strategic opportunities.
Experience Agents can step right into customer interaction and proactively resolve issues depending on individual preferences and needs, eliminating the need for feedback mechanisms such as surveys, call centre chats, online reviews, and online interactions.
“Leading the way in healthcare innovation means embracing the most advanced tools available. Collaborating with Qualtrics will enable us to deploy agentic AI to better understand and respond to the needs of our patients, reinforcing our commitment to setting new standards in care excellence,” said David Entwistle, president and chief executive officer of Stanford Health.
Looking ahead
Looking ahead, Qualtrics expects Experience Agents to proactively engage based on previous interactions with customers and employees, brand expertise, and industry context, and anticipate needs to enhance experience management.
