Meet the new Qualtrics Support AI Assistant 🤖 | XM Community

Meet the new Qualtrics Support AI Assistant 🤖

Meet the new Qualtrics Support AI Assistant 🤖
AlonsoC
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Available soon in the ‘Get Technical Support’ section of your Customer Hub

 

Did you know that Qualtrics hosts thousands of technical support resources? That’s A LOT of content! And while these pages are available at your fingertips, we wanted to make it easier for you to get the answers you need.

 

The new Qualtrics Support AI Assistant will be available to you 24/7 in the Get Technical Support section of your Customer Hub. The assistant can answer your trickiest product questions and give you easy step-by-step instructions.

 

If the Assistant doesn’t crack the code on your question, it will connect you with one of our fantastic product support specialists who are standing by around the globe.

 

 

While the AI Assistant will be replacing the view below, you can still connect with a Product Specialist with a few simple clicks.

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Are you a Success Package user? If yes, you’ll continue to see the current experience.

 

Getting the help you need is easier than ever, and we are so excited to share this innovation with you! Once you've had a chance to try it out, drop us a comment below and let us know how the assistant has helped you. And of course, if you've got any questions, we're here to help with those too!

17 replies

J
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As a success package user I will continue to see the current experience, but if I want to use the AI for more basic questions searching support pages how does that work?

brooke
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Excellent question @JMoran_eBay! You can access the Assistant anytime at https://www.qualtrics.com/support/ using the purple tile in the bottom right. Let us know what you think! 

IsabelPosada_Voce
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Userlevel 6
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This is great!!
Does this assistant help me to check my api code?

Isa
K
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What is the Success Package and how do I know if I have it?

 

Can the AI answer questions about Higher Ed end-of-course student Evaluations, not Surveys, as we launch them differently? I haven’t been able to find any help pages for us in three years, even though they have been promised many times.

brooke
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Hi @IsabelPosada_Voce thank you! The Assistant does not yet cover API related content but this is a stellar idea and we’ll have the team look into it.

Hi @Katie Laubengayer Success Packages are add-on, ongoing services packages providing ongoing consulting and support services, you can check out the details here in the Customer Hub. I’m sorry you haven’t found the existing content for course evaluation valuable! I know many Higher Ed practitioners connect in the Higher Ed section of the Community. Here is a specific conversation diving into course evals that may be helpful!  

 

K
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Hi Brook,

You said, “I’m sorry you haven’t found the existing content for course evaluation valuable!” Where is it? There are details on the help pages that tell you how to set up a survey, and survey questions, and similar. However, there is nothing specific to evaluations. Other help pages can be the same, but sometimes they are only similar. We have to poke around and guess.

As a VERY basic example, and although I already know how to do this, there are no step-by-step instructions for deploying an evaluation. It took me MANY back-and-forth emails with support to determine that I couldn’t customize the end of the survey message. And how about setting up ROles under Users of a survey? There is no info to be found. We have a horrible time with this. Where are these help pages?

A larger problem we have: I have no idea how the data we upload (embedded data) to deploy our evaluations to students affects our distribution lists. As a result, I am unable to de-duplicate the distribution lists. And that is just an example of a larger problem we have. 

Katie

ThomasW_IronMountain
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Wow, this is the future. Thanks for creating this and being on the cutting edge.

Thomas Whitaker - Iron Mountain
Michael_Cooksey
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Hi Brook,

You said, “I’m sorry you haven’t found the existing content for course evaluation valuable!” Where is it? There are details on the help pages that tell you how to set up a survey, and survey questions, and similar. However, there is nothing specific to evaluations. Other help pages can be the same, but sometimes they are only similar. We have to poke around and guess.

As a VERY basic example, and although I already know how to do this, there are no step-by-step instructions for deploying an evaluation. It took me MANY back-and-forth emails with support to determine that I couldn’t customize the end of the survey message. And how about setting up ROles under Users of a survey? There is no info to be found. We have a horrible time with this. Where are these help pages?

A larger problem we have: I have no idea how the data we upload (embedded data) to deploy our evaluations to students affects our distribution lists. As a result, I am unable to de-duplicate the distribution lists. And that is just an example of a larger problem we have. 

Katie

@Katie Laubengayer, thank you for your post here. I’m very sorry that your search for help on the topic of course evaluations has not resulted in any findings that meet your needs.

Qualtrics is working on developing more content to meet this need; however, in the meantime, my colleague @brookel who specializes in Higher Ed best practices, has committed to reaching out to you to help make sure you are connected with the resources and help you need. 

I hope this addresses your concern today. You are always welcome to send me a DM with additional feedback if I can be of service to you in any way. 

K
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@Micheal_Cooksey, she has already reached out. I genuinely appreciate the outreach.

Thanks!

Katie

Michael_Cooksey
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@Micheal_Cooksey, she has already reached out. I genuinely appreciate the outreach.

Thanks!

Katie

Glad to hear that! You’re in good hands with Brooke!

Swanand_Chavan_Ugam
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Userlevel 6
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This is a great feature, would love to use this soon. 

S
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Userlevel 6
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This is great!.

 

I would really love to see Qualtrics develop a similar solution targeted at frontline users of dashboards/tickets etc.  I.e. how do I adjust my filters, what is X showing me.  

Understand some limitations here, with most resources aimed at those who build and manage the programs, which would be the resources being leveraged behind this.

 

However for most users, just interacting with tickets, or dashboards can be daunting to the uninitiated and integrating tailored help where needed would really help the adoption of the platform.  

J
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Badge +5

The assistant wasn’t able to help me, which is fine (it’s a complex question), but it would be great if, when it passes me on to human support, it also passed on a summary of the conversation. In the body of the email, for example.

ccarroll
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Userlevel 3
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Thanks for this - works well so far!

brooke
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@jasonkoepp thanks for pointing this out! We agree. The team is currently problem solving on how to do this with our current systems and integrations. 

Tom_1842
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Userlevel 7
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When I needed to reach out to human support, the AI assistant only provided me with Phone and Chat as options. Is Email still an option?

JoycaV
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Userlevel 7
Badge +26

When I needed to reach out to human support, the AI assistant only provided me with Phone and Chat as options. Is Email still an option?

I don’t even get chat (nor email), only phone… and I really hate waiting on a phonecall and not being able to send screenshots to visualize the problem that I have… 

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