Singapore – Qualtrics, an experience management firm, has recently announced the launch of its highly specialised AI agents designed to autonomously deliver advanced customer and employee experiences across all channels at scale.
Named Experience Agents, these agents use Qualtrics’ proprietary expertise in human experience to provide personalised, proactive, and empathetic engagements.
Said solution seamlessly integrates across all channels, enabling real-time responses that enhance experiences, increase brand loyalty, and generate strategic business insights.
Organisations also no longer have to rely on retrospective feedback from surveys, call centres, or online reviews to address customer concerns. These AI-driven agents offer real-time intervention, ensuring personalised solutions align with each customer’s needs and preferences.
For instance, if a sports fan submits feedback about delayed food service, an Experience Agent can immediately engage within the survey, gather additional details, and deliver an on-brand resolution, enhancing the experience instantly and strengthening customer loyalty.
Qualtrics is set to launch its new Experience Agents at the Qualtrics X4® 2025 Experience Management Summit.
Zig Serafin, CEO at Qualtrics, remarked, “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.”
“Only Qualtrics has the deep human understanding and industry-specific expertise to power a true agentic experience across billions of touchpoints, on every channel, and in every moment that matters,” he added.
Lou Reinemann, research director, Voice of the Customer and Customer Success at IDC, also said, “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.”
“Partnering with Qualtrics is allowing us to provide personalised, meaningful responses to our clients’ concerns at scale in an efficient and consistent way,” said Ilana Boyum, vice president, Voice of the Customer and Customer Insights at Fiserv.
Meanwhile, Maggie Gentry, director of Experience Analytics at Community Health Network, also stated, “Proactive intervention is key to connecting our patients with care and bolstering their engagement. By leveraging Qualtrics Agentic AI, we can anticipate patient needs, remove barriers to access, and create more seamless experiences; it’s what ensures better access, better experiences, and ultimately, better outcomes for our patients.”
David Entwistle, president and chief executive officer at Stanford Health, also stated, “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.”
Looking ahead, the company expects Experience Agents to engage not only in moments of friction but proactively based on previous interactions with customers and employees, brand expertise, and industry context.
By anticipating needs and initiating timely interactions, these agents will drive continuous experience enhancement across every touchpoint.
