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CHANNELS

  • 2.6k
  • 1.3k
  • 471

INTENT

76%

WANTED TO CHANGE FLIGHT

EMOTION

37%

DISAPPOINTED

INTENSITY

7

HIGH / UPSET

ROOT CAUSE

CHANGE FEE MORE THAN REBOOKING

Your customers and employees are telling
you how they feel. With the world's most
advanced conversational analytics, now
there's a smarter way to listen.

Qualtrics XM Discover allows you to understand what people are saying about your company, wherever they're saying it. From the contact center to social media to online reviews—and everywhere in between.

OMNI-CHANNEL LISTENING

Hear every voice.
Even the quiet ones.

Now you can understand how customers and employees feel about your company without having to ask. XM Discover combs through every platform to understand how people feel about your company. Like they say, we have two ears and one mouth. Let's listen more.

The order arrived damaged. How can I resolve this?

Thank you for the
speedy delivery!

Best brunch ever!

Food was delicious and the
servers were so friendly!

Date of visit: April 2021

Devon Martin
@dmartz

This seasons releases are so cool @tread

Service did not meet expectations. But the space was clean.

NATURAL LANGUAGE PROCESSING

Qualtrics knows the difference in
the subtleties of human language
— including emojis, to uncover the
emotion, intent, and effort of each
interaction. And does it in over 20
languages. Voila!

Understand the
difference between
and .

In

  • Pусский.
  • Türkçe.
  • Español.
  • Tiếng Việt.
  • Italiano.
  • 日本語.
  • Polski.
  • 한국어.
  • Română.
  • Deutsch.
  • ภาษาไทย.
  • Svenska.
  • हिन्दी भाषा.
  • Nederlands.
  • Français.

That worked!!

MAKING
CHATBOTS
SMARTER

Bot or not?

Customer service chatbots using Qualtrics have
a human-level understanding in over 20 native
languages, so they can respond perfectly every
time. Customers get the help they need.
Your agents get valuable time back. Win-win.

Automatic Call Summary

CUSTOMER ID

43551

OUTCOME

Resolved

AGENT ID

1172 / Cynthia R.
3549 / Rob S.

STATED REASON(S) FOR CALL

Services
Billing
Cancellation

CUSTOMER VERIFICATION

Completed

SUMMARY

Customer had experienced repeated issues with trying to get a duplicate charge removed from their bill. They were wanting

9.2

AGENT COMPLIANCE

6.8

AGENT SCORE

SUMMARY GENERATED

AI-POWERED
AUTOMATION

Mundane tasks have
met their match.

Automate onerous and time-consuming tasks like
post-call reporting and everyone's favorite,
compliance management screening, freeing up
agents to do what they do best.

AGENT
EFFECTIVENESS

Coach agents who
flip the script, to help
keep customers from
flipping out.

When your agents get better, so does the customer experience. Automatically score performance after every call, celebrate the wins, and recommend actions to help your agents grow and develop.

AGENT 4522

Script Compliance has
dropped significantly

Schedule Coaching

25% of all males like donuts.
50% of all males like donuts.
75% of all males like donuts.

QUALTRICS XM

ALERT::::::::Engagement in
Dublin contact center dropped
8% today

INTELLIGENT
ALERTS

What you need to know.
The second you need to
know it.

XM Discover constantly looks for red flags and will alert you the moment something needs attention. Whether it's frontline staff in need of support, making sure managers are using inclusive language, or how your new ad campaign is landing in the market.