Qualtrics’ AI innovations accelerating
scale and impact

1. Conversational Feedback: raising the bar on insight quality

Too often, feedback lacks the context and clarity needed to drive change. Conversational Feedback is designed to change that with:

Response Clarity – ensure respondents provide richer, more complete answers by prompting for additional detail in real time. Organisations using this feature report up to a 40% increase in data quality, without compromising survey completes.

Adaptive Follow-Up – takes one step further by dynamically generating follow-up questions based on the sentiment, emotion and content of a respondent’s answers. This enables teams to identify root causes and emotional drivers behind feedback automatically.

These tools empower you to turn passive surveys into high-value conversations, informing recovery actions and improving satisfaction outcomes.

2. Insights Explorer: from raw feedback to strategic action, fast

Time-to-insight is one of the biggest barriers to experience transformation. Insights Explorer cuts through complexity, giving teams an accelerated path from raw feedback to strategic action.

Insights Explorer is an AI-powered text analytics tool that uses your open-ended feedback to identify top themes, create headlines and generate helpful summaries. This feature can help you understand large text datasets faster than ever and is a great starting point for analysts working with unstructured feedback data.

Using natural language processing and machine learning, the platform surfaces emerging themes, representative quotes and synthesised summaries. This allows customer experience analysts and decision-makers to quickly validate hypotheses, identify key friction points, and focus their attention where it matters most.

3. XiD AI Auto-Segmentation: targeted action at scale

Knowing your audience is essential to crafting exceptional experiences. XiD AI takes the guesswork out by automatically generating meaningful customer and employee segments based on behaviour, sentiment and demographic data.

• By analysing behavioural signals, sentiment, and demographics, the AI engine automatically identifies natural segments within your customer and employee base.
• These segments reflect meaningful differences in needs, expectations, and intent, going far beyond traditional demographic groupings.

Your Experience teams can now personalise at scale, crafting interventions, messages, and journeys that are not only relevant but resonant, all while dramatically reducing the time spent on manual analysis.

4. GPT-Assisted Workflows: from feedback to resolution, instantly

Qualtrics’ GPT-assisted workflows transform the feedback loop by automating the journey from open-text input to resolution. With intelligent triggers, teams can respond in real time. For instance, routing negative feedback to support teams or sending ‘thank you’ messages for positive comments. 

Using natural language processing, Qualtrics AI categorises feedback, suggests personalised replies and drafts follow-up communications. This accelerates issue resolution and shifts teams from reactive responses to proactive experience management.

By embedding GPT into workflows, organisations turn unstructured feedback into actionable insights and timely, tailored responses, enhancing customer satisfaction and operational efficiency at scale.