Friday, May 17, 2024

A Unique AI-led Effort to Humanize Your CRM Operations

Qualtrics, the leader and creator of the experience management category, has officially announced the launch of new innovations across its XM for Customer Experience™ solution to help organizations understand and build customer connections at scale. According to certain reports, the stated innovations leverage the company’s AI technology to conceive an empathetic and humanized experience. This they do through AI’s knowledge of the customer’s sentiment, satisfaction, effort, expectations and preferences. The information we referred to, once translated into actionable intelligence, should enable businesses to build greater loyalty and profitability, while simultaneously reducing their operating costs. Talk about how the technology in play realizes the given value proposition on a slightly deeper, the answer begins from a functionality called Frontline Locations Assist. This particular functionality happens to be an intuitive, purpose-built insights hub that can analyze every piece of customer feedback, including feedback from surveys, within the app, the contact center, online, and reviews. Such an analysis, like one might guess, can go a long way in educating the frontline managers with actionable insights and recommended steps that they should implement to improve customer experience. These steps and actions may include stuff like replying to customer reviews, checking in on open tickets, and rewarding employees.

Almost like an extension of that, Qualtrics will also introduce new AI-powered review and ticket response suggestions. The stated suggestions are going to bear the responsibility of enabling frontline teams to quickly resolve issues with automatically generated, personalized and appropriately tuned responses. By doing that, they will greatly accelerate ticket resolution and online review response times, thus helping organizations exceed customer expectations and gain customer trust.

“Fueled by our $500 million commitment to AI innovation, Qualtrics is making it easier than ever for customer experience teams to rapidly and meaningfully deliver the superior, personal, and human experiences their customers are looking for,” said Brad Anderson, President of Product, UX and Engineering at Qualtrics. “With these new purpose-built AI capabilities, Qualtrics is at the forefront of an exciting new age of experience management, giving organizations, including Hilton and Motorola Solutions, the power to improve every experience in the moment, across every channel that matters.”

Next up, we have new heatmap capabilities entering the fray to help digital and UX teams quickly identify and resolve web technical, design, and product issues through a visual diagram of customer interactions with a company’s websites. These heatmaps are, markedly enough, developed using millions of clicks, scrolls, and mouse movements to demonstrate on-page behavior and recognize hotspots of user activity. Anyway, joining the same would be a set of funnel analytics that will enable businesses to combine experience data with behavioral clues, such as mouse thrashes, for the purpose of learning why customers are failing to complete their tasks. More on that would reveal the presence of real-time frustration intercepting capabilities as well, capabilities that are intended to let businesses focus on customers who are experiencing challenges. Making this feature even more important is, of course, the fact that it’s all done in real-time

Hold on, there is more, as we still haven’t acknowledged the introduction of a Customer Care Assist app, which is a purpose-built app for aggregating insights & workflows across the customer care experience. In practice, this particular app enables managers to generate personalized coaching plans based on each individual agent’s strengths and weaknesses, significantly reducing time spent reviewing dashboards and listening to calls. Finally, there are Qualtrics Automated Call Summaries. The stated summaries use Qualtrics AI to automatically summarize customer feedback and let frontline teams instantly generate support tickets, send personalized follow-up emails, and create knowledge based articles using real-time information about customer issues and historical, personalized customer data from XiD.