Observed Signal · Jul 19, 2023 · Product Launch · Source: CMSWire · Impact: 3/5 · Sentiment: Positive
Qualtrics Commits $500M on AI, Unveils AI-Powered XM/os2 Platform
Qualtrics, a Seattle-based experience management company, announced a $500 million investment in AI over the next four years and unveiled its new AI-integrated platform, XM/os2. The platform integrates generative AI across its offerings, including Experience ID (XiD), iQ, and xFlow. It also launched FrontlineXM with features like Real-Time Agent Assist, Automated Call Summaries, and Video Feedback, aimed at improving customer service and agent productivity. The company analyzes over 3.5 billion conversations annually and holds 12 billion experience profiles.
Qualtrics, a major CX platform, commits $500M to AI and launches an AI-integrated platform, signaling a significant investment trend in AI for customer experience, which impacts the broader MarTech industry.
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Key Takeaways & Evidence Grounding
- Qualtrics plans to invest $500 million in AI innovation over four years.
- Launched XM/os2, a next-generation platform with integrated generative AI capabilities.
- XM/os2 includes three AI-powered services: Experience ID (XiD), iQ, and xFlow.
- New FrontlineXM features include Real-Time Agent Assist, Automated Call Summaries, and Video Feedback.
- Qualtrics analyzes 3.5 billion conversations per year and maintains 12 billion experience profiles.
Connected Companies & Entities
2 Entities mapped“Qualtrics, a Seattle-based experience management (XM) company, has announced the launch of its new AI-integrated platform, XM/os2....”
“In xFlow, the GPT capabilities permit organizations to activate GPT-driven actions within their existing systems, all facilitated through th...”
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