The experience gap — the delta between what people expect and what organizations actually deliver — is the only gap worth obsessing over in today's AI-first world. And it's widening. Expectations are rising faster than most teams can respond — and the organizations that can't act on what customers and employees are telling them, in time to actually matter, are falling further behind.
Experience Agents™ were built to close that gap, turning signals from customers and employees into outcomes before the moment passes. Here's how five organizations are doing it.
1. Customer concerns get resolved before they churn — TruGreen
TruGreen, North America's largest lawn care company, was losing customers at a rate more than 10 points below the industry average, and chasing the wrong problem. Manual cancel reason logging pointed to price. When TruGreen deployed Qualtrics® and started listening across every channel, the real driver emerged: customers didn't trust that the service they were paying for was being delivered.
Experience Agents now respond within the post-treatment survey flow, delivering personalized guidance based on the service, when, and local weather conditions, with human agents brought in only when needed. In the first week alone, 51% of concerns were resolved without human involvement and escalations dropped by more than 30%. TruGreen has since improved retention by 4 points, lifted employee engagement by 20 points, increased employee retention by 40 percent, and moved customer satisfaction from 4 to 34. Over five years, those improvements are worth an estimated $500 million in revenue growth.
2. Customers get answers on pricing before frustration turns into abandonment
A leading luxury recommerce brand built its business on trust — but when seller quotes land lower than expected, questions arise fast: why is it worth less? What affects the valuation? Without quick answers, sellers walk away.
An Experience Agent now handles those pricing questions in real time, explaining valuations and guiding sellers through the factors that affect price so they feel confident without requiring human intervention.
3. Complex complaints get resolved with care, not bureaucracy — Stanford Health Care
Stanford Health Care needed to handle post-appointment grievances — from billing disputes to discrimination claims — accurately, sensitively, and at volume. Without a consistent process, delays and mishandled cases were a constant risk.
To scale processes while maintaining trust with patients and a high quality of service, an Experience Agent now helps triage a submitted grievance, route it to the right person, and draft a response in the right template for them to review and respond. This ensures every case gets resolved faster and with the accuracy it needs.
4. Citizens access the services they need without frustration
Staff at a mid-sized municipal government were fielding calls from residents who couldn't find basic information on their website, limiting their ability to focus on more complex service needs.
An Experience Agent now detects when residents need assistance, intercepts at the point of confusion, and guides them to the right answer — freeing staff to focus on higher-value work.
5. Patients access care before they walk away — Community Health Network
Community Health Network knew patients were dropping off during online scheduling, hitting a confusing form and closing the tab before booking an appointment. It meant patients were going without the care and support they needed.
An Experience Agent now identifies patterns of confusion on the booking site, clarifies appointment status instantly, and offers in-the-moment booking assistance. This approach of embedding AI assistance directly where patients encounter friction in the scheduling journey has yielded early results indicating that patients trust they’re “feeling cared about” from first contact, a critical factor in patient satisfaction and retention. By helping patients confirm appointments with clear communication, the agent also protects valuable clinical capacity and provider schedules, reducing day-of cancellations and no-shows that disrupt care delivery.
