Qualtrics has announced a new integration that brings the machine learning and AI capabilities of Qualtrics XM Discover to SAP Service Cloudto make it easier for customer service teams to solve problems and doubts from customers, to increase the rate of resolutions and to improve customer satisfaction.
XM Discover will analyze all feedback, both structured and unstructured, that reaches SAP Service Cloud. Among the information that will arrive are notes from agents, support conversations, chats, posts on social networks and review sites.
Using natural language understanding to detect the sentiment and emotions of customers, as well as the effort and intentions behind each interaction. XM Discover helps organizations understand why customers contact them and how they feel about their experiences. XM Discover summarizes and tags every customer interaction, freeing agents to focus on responding to customers rather than manual, post-call tasks.
By combining operational data from SAP with experience data from Qualtrics in a single platform, companies will have a complete view of their customers’ purchases, interactions, experiences and feedback over time. With all this data, entities will also be able to more effectively predict retention risks and opportunities to increase sales, and take measures to address problems that arise with individual clients, or with groups of them.
These features give teams the opportunity to act in real time to orchestrate workflows as well as alerts by creating new cases in Service Cloud or through an existing integration between SAP Service Cloud and Qualtrics xFlow, a low cost workflow engine. -code/no-code. The announced integration will be available throughout the second half of 2022 for SAP Service Cloud and Qualtrics XM Discover customers.
Ritu Bhargava, President and CPO of SAP Customer Experiencehas highlighted that «Experience management is essential for any smart and sustainable business, helping them achieve higher levels of customer loyalty. Organizations that harness the power of SAP Service Cloud and Qualtrics XM Discover can access a deeper level of customer understanding and take real-time action to fine-tune their business processes, improving customer experience and increasing lifetime value.«.
As to Fabrice Martin, CPO of Qualtrics XM Discovernotes that “As businesses navigate uncertainty, listening and acting with empathy is more important than ever. By bringing the capabilities of XM Discover to SAP Service Cloud, organizations can uncover unmet expectations and build the products, services and experiences people want, with speed and scale.«.