Qualtrics’ Experience Agents deliver empathetic, contextual experiences at scale
Qualtrics, the leader and creator of the experience management category, is announcing Experience Agents, AI-powered autonomous agents that interact directly with customers and employees. Designed to utilize Qualtrics’ unique ability to help organizations understand people, Experience Agents transcend traditional agent solutions by comprehending and enhancing the human experience, according to the company.
Experience Agents are built upon decades of Qualrics experience in the areas of human sentiment and behavior, emphasizing the power of context, according to the company. Moving beyond simple automations and transactions, Experience Agents deliver trustworthy, empathetic, brand-aligned, and proactive interactions across every channel and touchpoint—from websites and apps to call centers, social media, and in-store experiences—at scale.
“The best organizations 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 Zig Serafin, Qualtrics’ CEO. “Only Qualtrics has the deep human understanding and industry-specific expertise to power a true agentic experience across billions of touch points, on every channel, and in every moment that matters.”
Experience Agents are designed to act in the moment, eliminating the need to wait to take action on feedback from surveys, call center chats, online reviews, or online interactions. These agents can also anticipate needs, offering not only real-time resolutions, but ways to continuously improve enterprise experiences by remediating various friction points.
“Qualtrics continues to show its innovative leadership with the introduction of Experience Agents to not only further improve customer experiences, but to make paradigm shifts in the way businesses can operate in the world where customer experience continues to be a priority,” said Lou Reinemann, research director, voice of the customer and customers success, IDC.
At its core, Qualtrics’ latest solution expands the potential of enterprise experiences, offering a new, innovative way to drive business success and customer loyalty.
“Experience Agents don’t replace human teams—they extend their impact, seamlessly handling interactions with intelligence and empathy so employees can focus on higher-value work,” said Brad Anderson, president of product and engineering at Qualtrics. “When every customer interaction builds or breaks trust, Experience Agents will be ever-present, understanding individual needs, anticipating customer and employee needs throughout their journey, and offering assistance whenever required.”
To learn more about Experience Agents, please visit https://www.qualtrics.com/.