Qualtrics’ AI Insights Tools Become Generally Available

The video feedback solutions help companies improve research, increase market share, and meet customer needs

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Published: August 17, 2023

James Stephen

Qualtrics has announced that its AI insights tools are now generally available.

The solutions, Qualtrics Automated Summaries for Video Feedback, In-Depth Interviews, and Focus Groups, use generative AI, real-time analytics, and predictive insights,

Together, they can assist companies in improving research, increasing market share, and meeting customer needs.

Qualtrics President of Product, User Experience and Engineering, Brad Anderson, commented on the release: “Collecting customer feedback and product insights is essential in the rapidly changing digital landscape.

“It helps businesses stay competitive, spot trends, and seize market opportunities.

 “Qualtrics’ AI-powered Qualitative Research solutions and Experience iD consolidate quantitative and qualitative research with powerful analytics, enabling organizations to make informed decisions on future product, policy, and design choices that increase customer satisfaction and revenue.”

Qualtrics Automated Summaries for Video Feedback was announced last month, along with a swathe of generative AI integrations into “every part” of its platform.

The company also made a commitment to invest $500 million in AI innovation.

Qualtrics’ Video Feedback Solutions

Insights from these feedback solutions are automatically entered into unique profiles in Qualtrics Experience iD (XiD), giving organisations the full picture of how individuals, prospects, and customer segments interact with their products.

Qualitative research has moved online to meet the increasing consumer presence on platforms such as YouTube, TikTok, Zoom, and more.

It comprises of a suite of tools, which have been built to bring its research tools into digital channels, enabling deeper insights and context.

Video Feedback can accumulate six times more content than traditional text responses and it can also capture facial expressions and tone of voice to provide a greater understanding of feedback.

DISH Network uses Qualtrics Video Feedback to allow teams to garner qualitative customer feedback in the form of video responses.

New GPT capabilities let DISH researchers instantly analyse hours of video footage and create a list of top themes, quotes, and insights, saving employees time-consuming manual summarisation work.

Video submissions can now be instantly analysed using Automated Summaries powered by Qualtrics CM/os2 to generate themes, quotes, and insights.

As a result, researchers will not need to spend time manually summarising video responses and, using AI, it will ensure the summaries are unbiased, relevant, and accurate.

The insights gathered can be used to inform business decision-making and influence policy and product design.

In-Depth Interviews and Focus Groups

Focus groups group are a useful tool for businesses because they can be costly, time-consuming and labour-intensive.

Using Qualtrics In-Depth Interviews and Focus Groups, researchers can upload long-form videos of focus groups, and Qualtrics’ AI technology will find the key sections, words, topics, and sentiments in seconds.

These capabilities include multi-speaker identifications to bring clarity to transcripts, making it easier for researchers to gain summarised feedback from multiple people.

Researchers can share insights from these videos along with other data and research with the Qualtrics platform, simplifying the task of discovering trends and tracking behavioural changes to lead to improved strategic decision-making and investments.

In June this year, Qualtrics also announced the general availability of its Customer Journey Optimizer, which allows businesses to analyze customer journeys, spot issues, and support customers in avoiding them.



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