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Qualtrics Announces Delighted AI, a Machine Learning Engine to Automate Every Step of the Customer Feedback Process

Qualtrics, the leader in customer experience and creator of the experience management category, today announced Delighted AI, an artificial intelligence and machine learning engine built directly into Delighted’s customer experience platform. Delighted, a Qualtrics company, developed its AI technology to intelligently automate every aspect of the customer feedback process, from scheduling to analysis and reporting, so that companies can focus on closing feedback loops faster than ever. Delighted AI is complementary to Qualtrics’ existing Text iQ™ enterprise technology for CustomerXM™, optimized for Delighted customers.

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Today, the most successful customer experience programs are no longer measurement or metrics-based. Over the past few months, Net Promoter Scores have significantly declined in response to COVID-19, exposing customer experience gaps that companies have failed to address or identify. The companies who have emerged as customer experience leaders in the crisis have continuously listened to their customers, and more importantly, responded quickly to their preferences and expectations.

Delighted AI was created based on semantics and themes in the millions of customer feedback responses that Delighted and its customers have analyzed over several years to drive customer experience success.

“Delighted AI helped the right teams at our company understand customer feedback with more precision than ever before, which has been critical in the middle of a pandemic where we need to adapt and respond even more quickly to our customers’ needs and expectations,” said Roxana Turcanu, Growth Director for Adore Me, a New York-based e-commerce company. “We just recently launched a new try-at-home brand called Outlines, and we were able to do so with the help of Delighted AI by capturing and applying feedback early – this enabled us to pivot, at a rate we’ve never been able to do, towards what our customers actually wanted from our brand.”

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