Meet the new Qualtrics Support AI Assistant 🤖

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?

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! 

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

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.

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!  

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

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

@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. 

@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!

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

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.  

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.

Thanks for this - works well so far!

@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. 

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… 

Hi @Tom_1842 and @JoycaV,

Chat, email, and phone are all still options when contacting the Qualtrics support team; however, the options that each user sees might vary depending on your license, which product area you are seeking assistance with, the region of the world you are located in, what language you are seeking support in, and the time of day!