Qualtrics has launched AI agents that don’t just analyse feedback—they act on it instantly. Announced ahead of the Qualtrics X4 2025 summit, Experience Agents will step into surveys, product reviews, and online interactions to fix issues in real-time, anticipate customer needs, and even preempt complaints before they arise.
Unlike traditional AI tools that focus on efficiency, Experience Agents are designed to engage with customers and employees on a more personal level. Whether it’s a frustrated sports fan complaining about slow service or an employee leaving critical feedback, these AI-powered assistants will respond in the moment, offering tailored solutions instead of making people wait for a follow-up.
The long-term vision with Experience Agents is that they won’t just react to problems but will predict and prevent them, using past interactions and industry trends to engage proactively. It’s a major step toward AI-driven experience management that aims to reshape how businesses interact with their customers and employees.
Attendees at Qualtrics X4 2025 in Salt Lake City will get the first look at these AI-driven agents, with brands like Hilton, Adidas, Ford, and Google discussing how they’re redefining customer and employee engagement.
Qualtrics CEO Zig Serafin said: “The best organisations 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. 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.”