Applications of Artificial Intelligence in Employee Experience Management with Qualtrics

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In the field of employee experience management (EX), Qualtrics has stood out for the integration of consumer-based principles, data automation, passive listening through data collection on social networks, a focus on well-being and inclusion, and the greater actionable pillars of Experience Management (XM).

All of this can be enhanced through the use of artificial intelligence (AI) and advanced analytics, providing deeper and more actionable insights, helping organizations identify areas for improvement and take steps to improve the employee experience. This translates into a more positive and productive work environment.

Artificial intelligence (AI) is applied to Qualtrics EX in several ways to improve the employee experience throughout their Journey, and to provide organizations with valuable information for decision-making. At IZO, we support the implementation of these functionalities together with a consultative methodological framework, with the employee at the center of this management.

AI applications in Experience Management

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Alerts and predictions

Ability to make predictions based on collected data and send alerts to managers when potential problems are identified. This allows organizations to anticipate future problems and take preventive measures. Predict iQ is a feature in the Qualtrics survey platform that uses Neural Networks and Regression to make predictions about future turnover.

Text IQ

Functionality that analyzes open text responses in employee surveys. This helps identify common themes and understand employee feelings, facilitating a more effective and personalized response. Tag answers by topic, and build sophisticated searches.

Manager Assist

Its purpose is to help identify managers in real time, where to focus and how to drive improvement. This eliminates guesswork and helps them focus on what matters most, allowing them to understand where and why employees are frustrated and to intervene quickly. The system simplifies the process of collecting data about how the team feels, from comments and engagement surveys to comments left on public channels.

Employee XM Discover

Employee XM Discover uses AI to analyze unstructured employee data across different channels. It uses natural language processing to automatically analyze employee interactions, identify key issues, associate feelings and efforts with those issues, and detect specific employee behaviors. It can be integrated with other Qualtrics tools, such as employee engagement surveys, to provide a more complete view of the employee experience.

EX management just a click away from Managers

Zooming in on Qualtrics Manager Assist, managers can be one click away from meeting with their teams to generate ideas and create a plan with shared responsibility based on team feedback. Another important feature of Manager Assist is that it makes it a standard protocol to share results and progress with teams. This promotes transparency and ensures that everyone is on the same page. We have several clients at IZO (banking, insurance, airlines, and others), for whom we have configured this tool, and they can feel the benefits of it.

Manager Assist benefits

• It keeps people engaged: It helps keep the best people on the team engaged, improving productivity and job satisfaction.
• Reduce staff turnover: By keeping people engaged and happy in their work, it helps reduce staff turnover.
• Build high-performance teams: It promotes collaboration and helps managers focus on the most important problems, creating high-performance teams.
• It promotes collaboration: It offers integrated action planning and collaboration tools.
• Ensure transparency: Share results and progress with teams, promoting transparency and ensuring that everyone is on the same page.
• It focuses on significant problems: Use AI to highlight the most important issues that will improve engagement and retention.

The main visual of Manager Assist allows you to interact with the results of your area and the functionalities:

• Home
• View Results
• Brainstorm Ideas
• Plan of Action

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As we begin our journey through Manager Assist, it helps us to discover new insights about what work teams are thinking and feeling, to have an ideation space to promote collaborative participation, and to move from ideas to action, building action plans that allow us to set goals, and follow up on key areas.

View Results will show the consolidated information, thanks to the dashboard configured for measurement (life cycle, commitment, pulse). Here you can see information according to the role of the collaborator and the area to which he belongs.

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Action idea tables help managers crowdsource their team's ideas about exactly what they should do to improve employee engagement. Managers can create an idea board to send to their teams in Qualtrics. The idea board is structured around managers' areas of focus for improvement. Teams can log on to the meeting, give ideas anonymously, and vote on each other's ideas. After gathering ideas, a manager will have a set of potential solutions for their areas of focus where they can act.

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This phase is where action plans are generated, which allow us to close the cycle with the feedback received from employees. In addition, they allow assigning tasks and planning solutions to some of the company's biggest problems related to the employee experience.

For example, if employees disagree that they are adequately trained, a larger-scale plan of action could be to implement a new training program. Who is that good for? To leaders or managers so that they can know which areas have difficulties and can reinforce them.

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We see how this tool can become the right hand of EX management for managers, providing them with a personalized workspace, and using Artificial Intelligence (AI) to sift through data and highlight the most important issues that will improve engagement and retention.

If you want to know our technological solutions applied to Experience Management, enter here.
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Fuentes:

• How to use AI to balance technology with the human connection | Qualtrics
• Employee retention rate & its business impact (with calculator) | Qualtrics
• Employee feedback examples: how to give and receive it | Qualtrics