Qualtrics is revolutionizing customer experience management with AI agents that can autonomously resolve issues across multiple touchpoints. Unveiled ahead of the company’s X4 2025 Experience Management Summit, these “Experience Agents” represent a significant evolution in AI capabilities by directly interacting with customers rather than merely streamlining internal processes. This development signals a shift in how businesses might handle customer service, combining speed with empathetic engagement that traditional chatbots often fail to deliver.
The big picture: Qualtrics has developed AI agents that go beyond answering questions to actively resolve customer issues by interacting directly with consumers across various touchpoints including surveys, call centers, and online reviews.
Why this matters: Experience Agents represent an evolution in AI customer service by combining immediate responses with empathetic engagement, addressing a key shortcoming in both traditional chatbots and human service representatives.
Real-world application: Qualtrics demonstrated how the system works with examples including helping sports fans who complained about slow food service at games.
Behind the concerns: When questioned about potential hesitation from companies about letting AI directly interact with customers, Qualtrics emphasized its focus on accuracy and ethical safeguards.