Qualtrics Integrates XM Discover with SAP Service Cloud

Qualtrics has integrated its Qualtrics XM Discover artificial intelligence technology into SAP Service Cloud.

Through the integration, Qualtrics XM Discover will analyze all of the structured and unstructured feedback coming into the SAP Service Cloud, including agent notes, support conversations, chat, social media posts, and review sites. Using natural language understanding to tune into customer sentiment, emotion, effort and intent, XM Discover helps organizations understand why customers are reaching out and how they feel about their experiences. XM Discover summarizes and tags every customer interaction..

By combining operational data from SAP with experience data from Qualtrics in a single platform, organizations will have a 360-degree view of their customers' purchases, interactions, experiences, and feedback over time.  Teams can act in real time to orchestrate workflows and alerts by creating new cases within Service Cloud or through an existing integration between SAP Service Cloud and Qualtrics xFlow, a low code/no-code workflow engine.

"Experience management is foundational for any intelligent and sustainable enterprise, helping them achieve higher levels of customer loyalty," said Ritu Bhargava, president and chief product officer of SAP Customer Experience, in a statement. "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."

"As organizations navigate uncertainty, listening and acting with empathy is more important than ever," said Fabrice Martin, chief product officer of Qualtrics XM Discover, in a statement. "By bringing XM Discover capabilities to SAP Service Cloud, organizations can uncover unmet expectations and build the products, services, and experiences people want with speed and scale."