Qualtrics has integrated its XM Discover AI and machine learning capabilities into SAP Service Cloud to help service teams resolve customer issues faster and improve customer satisfaction.
The integration enables XM Discover to analyse all the structured and unstructured data coming into SAP Service Cloud, such as agent notes, support conversations, chats, and more.
By leveraging this integration, agents can understand the intent and emotions behind customer interactions.
Ritu Bhargava, President & Chief Product Officer of SAP Customer Experience, said: “Experience Management is foundational for any intelligent and sustainable enterprise, helping them achieve higher levels of customer loyalty.”
“Organizations leveraging the power of SAP Service Cloud and Qualtrics XM Discover can unlock deeper customer understanding, take real-time action to streamline their business processes, ultimately improving the customer experience and increasing life-time value.”
XM Discover also summarises and categorises every customer interaction, speeding up after call work (ACW) and allowing agents to focus on higher priority tasks.