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Uncover the meaning
behind the message with CustomerXM

XM DISCOVER

Listening with the
intention to understand

Find out what customers are truly saying and what the root causes of their friction are by uncovering the intent, effort, and emotion at every stage of the customer journey with XM Discover. From flawless chatbot experiences, to automating call center processes, XM Discover gives CX teams powerful semantic analysis tools to help design exceptional experiences.

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.

Support
Welcome to Claracare. My name is Denise. How may I help you?
Hi,
Emotion: Frustration
 I'm super bugged 
that I've never received my membership card. I have been
Effort: Hard
 trying to schedule 
an dermatology doctor's apt for 4ever online, but I can't register without my membership card ID.

I tried to use the chat feature with customer svc and spoke to John. He was really
Sentiment: Positive
 helpful 
and told me I could access those details on the website or mobile app. I tried creating an online account, but the site is confusing and
Intensity: High
 impossible to navigate. 😡  
I am so sorry for the inconvenience this may have caused you. I can help you find this information and get your registered.
Emotion: Anger
 This better not happen again 😡  
Type message here...

CONVERSATIONAL
ANALYTICS

Hear what customers
are saying, AND know
what they mean

XM Discover uncovers why your customers reached out, how they feel, and what they plan to do next. This means organizations can now automatically interpret the meaning behind the words customers and employees are using, including the emotion, effort, and intent, to gauge the severity of a problem, uncover the root cause, and identify the next best action to take.

That worked!!

MAKING
CHATBOTS
SMARTER

Bot or not?

Customer service chatbots optimized as
a result of Qualtrics analytics understand
humans better. Customers get the help
they expect and 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

Say goodbye to
post-call admin.

With the industry's most advanced natural
language processing engine, XM Discover
automatically evaluates, categorizes, and
summarizes every single call. Your agents
save time on mundane manual call logs,
so they can get to the next call and rescue
your customers from the hold music.

AGENT
EFFECTIVENESS

The smartest coach
in customer service

XM Discover knows what makes a great
customer experience — and it lets your
people know, too. It picks out the key
drivers of the best calls, creates an AI-
powered scorecard, identifies which
agents need coaching, and then guides
managers on what they need to focus on. Now that's smart.

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

Compliance
management

Reduce risk (and keep
your wallet closed

Drastically reduce compliance risk by applying
conversational analytics to flag words or
actions that are off script or break company
protocols. Managers are immediately alerted
and connected with agents who need coaching
or additional training to ensure they stay within
the rules and your contact center avoids
shelling out extra cash to penalties.

DATA
CONNECTORS

Go from data to insights without missing a beat

Easily connect Qualtrics XM Discover to all of your feedback and interaction sources with 100+ pre-built connectors for seamless data integrations. From the contact center and surveys, to social media and chat, leverage all of your data to build a complete 360 view of your customers and employees.