Qualtrics

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Qualtrics is the creator of and a leader in the experience management (XM) category, and Qualtrics Experience Agents bring agentic AI to that platform. Announced at the X4 Summit in March 2025 and in production with customers by October 2025, Experience Agents are specialized autonomous AI agents that interact directly with customers and employees to resolve issues in real time, automating routine interactions and delivering personalized resolutions within surveys and tickets while coordinating handoffs when human oversight is required. Agents are authored in Agent Studio, where a specific agent is created for each workflow, and they act inside survey flows and ticketing: a Ticketing Agent provides summaries, recommends actions, drafts email responses for human approval, and performs approved ticket actions such as status updates, escalation, or reassignment. Qualtrics positions Experience Agents against more transactional agents from systems of record by grounding them in its proprietary human experience data, roughly twenty years of customer and employee feedback captured across hundreds of thousands of touchpoints, so agents understand why issues occur rather than only executing tasks. Every agent action on tickets is visible in an AI activity log, and agents apply make goods within guardrails. Early results cited include TruGreen cutting escalations thirty percent in a week, with Stanford Health Care testing patient care coordination under human oversight. Experience Agents are built on LangChain's LangGraph platform, and Qualtrics is developing an open source framework for cross vendor agent interoperability. The platform holds ISO IEC 42001:2023 certification and FedRAMP High authorization for AI. More than one third of the customer base has upgraded to AI capabilities, and Qualtrics announced a 6.75 billion dollar acquisition of Press Ganey Forsta to extend industry expertise across customer, patient, employee, and market research.