Qualtrics, the pioneer and leader in experience management, has introduced Experience Agents™—highly specialized AI agents designed to autonomously enhance customer and employee experiences at scale across all interactions and communication channels.
Unlike traditional AI agents focused solely on efficiency, Experience Agents engage directly with customers and employees, leveraging Qualtrics’ deep expertise in human experience. These agents provide personalized, proactive, and empathetic interactions that foster stronger customer loyalty, improve employee engagement, and deliver valuable business insights. They operate across every touchpoint, respond in real-time to enhance experiences, and monitor market trends to identify new opportunities.
With Experience Agents, organizations no longer need to wait for feedback from surveys, call center interactions, online reviews, or digital touchpoints before taking action. Instead, these AI-powered agents seamlessly integrate into customer interactions, resolving issues instantly based on individual preferences and needs.
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For instance, if a sports fan provides feedback about slow food service at a recent game, an Experience Agent can immediately respond within the survey, gather more details, and deliver a personalized resolution aligned with the fan’s expectations.
Looking ahead, Qualtrics envisions Experience Agents evolving beyond reactive solutions. Future iterations will proactively engage customers and employees by leveraging past interactions, brand expertise, and industry-specific knowledge. This advancement will allow businesses to anticipate needs and enhance experiences in real-time.
“The best organizations in the world trust Qualtrics AI today to make every connection count, and Experience Agents represent a radical shift in what’s possible from an Experience Management platform,” said Qualtrics CEO Zig Serafin. “Only Qualtrics has the deep human understanding and industry-specific expertise to power a true agentic experience across billions of touch points, on every channel, and in every moment that matters.”
“Qualtrics continues to show its innovative leadership with the introduction of Experience Agents to not only further improve customer experiences, but to make paradigm shifts in the way businesses can operate in the world where Customer Experience continues to be a priority,” said Lou Reinemann, Research Director, Voice of the Customer and Customer Success, IDC.
“Partnering with Qualtrics is allowing us to provide personalized, meaningful responses to our clients’ concerns at scale in an efficient and consistent way,” said Ilana Boyum, Vice President, Voice of the Customer and Customer Insights, Fiserv.
“Proactive intervention is key to connecting our patients with care and bolstering their engagement. By leveraging Qualtrics Agentic AI, we can anticipate patient needs, remove barriers to access, and create more seamless experiences; it’s what ensures better access, better experiences, and ultimately, better outcomes for our patients,” said Maggie Gentry, Director, Experience Analytics, Community Health Network.
“Leading the way in healthcare innovation means embracing the most advanced tools available. Collaborating with Qualtrics will enable us to deploy agentic AI to better understand and respond to the needs of our patients, reinforcing our commitment to setting new standards in care excellence,” said David Entwistle, President and Chief Executive Officer, Stanford Health.