XM Knowledge Base
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!
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
AGENT COMPLIANCE
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
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.