AI Feature Focus: Get Deeper Customer Insights with Adaptive Follow-Up

Course Description

Frustrated customers often point you toward problems but leave out crucial details you need to take action. When you can't reconnect with respondents, you're left guessing about next steps while they assume they've given you the complete picture. Adaptive Follow-Up (also known as Conversational Feedback in the Qualtrics platform) uses AI to automatically generate personalized follow-up questions that dig deeper into open-ended responses, helping you gather the actionable insights you need without additional customer contact.

Note on Terminology: This feature appears as "Conversational Feedback" in the Qualtrics platform interface, but is also referred to as "Adaptive Follow-Up" in training materials and videos. Both terms refer to the same AI-powered capability and can be used interchangeably.

Audience & Prerequisites

• Target Audience: CX Program Managers, Survey Administrators, Market Researchers
• Prerequisites: A Qualtrics account with AI Adaptive Follow-Up permissions enabled, access to survey building

Learning Objectives

• Describe the function of Adaptive Follow-Up and its primary use cases for gathering deeper customer insights.
• Configure Adaptive Follow-Up on text entry questions to automatically generate personalized follow-up questions.
• Customize follow-up settings including company name inclusion, maximum follow-ups, and topic restrictions.