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

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

FREMONT, CA: Qualtrics, the leader in customer experience and creator of the experience management category, declared Delighted AI, 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 each aspect of the customer feedback process, from scheduling to analysis and reporting, so that companies can concentrate on closing feedback loops faster than ever. Delighted AI is complementary to Qualtrics' existing Text iQ enterprise technology for CustomerXM, optimized for Delighted customers.

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

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

"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," stated 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."