Leader and creator of experience management (XM), Qualtrics has introduced a full suite of AI-powered conversational analytics and natural language processing (NLP) technologies, XM Discover, now available through the AWS Asia Pacific (Sydney) Region.

The expanded offerings allow businesses and governments across Australia and New Zealand to build a richer understanding of their customer and employee experience by capturing structured and unstructured customer and employee feedback including call centre conversations, chat, social media posts, reviews, and surveys, while complying with local data sovereignty requirements.

Enabling organisations to understand the emotion, intensity, and effort behind every experience allows customer-facing employees and managers to resolve issues when and where it matters most.

“The new capabilities from Qualtrics in Australia and New Zealand are a game-changer for organisations committed to understanding and responding to the evolving needs of their customers and addressing the needs of a diverse workforce,” Qualtrics president of product, user experience and engineering, Brad Anderson said.

“Organisations can now analyse and respond to every piece of feedback being shared with them at speed and at scale, which is going to power a shift from transactional to conversational relationships with the people they serve. Globally we’ve seen our customers achieve significant value and efficiencies through this transformation, and we’re set to see a similar wave of innovation and impact locally as organisations modernise their experience management programs with Qualtrics.”