Surveys are a critical tool for gathering insights, but traditional survey experiences often feel rigid and impersonal, leading to poor response quality, incomplete answers, and missed opportunities for deeper insights. This case study explores how we leveraged Conversational AI to transform the survey experience, making it more intuitive, engaging, and effective for both researchers and respondents.
Research, Strategy, Design, Stakeholder Collaboration
3 months
The current survey experience has several pain points:
Poor Response Quality: Respondents often provide incomplete or low-quality answers, limiting actionable insights
Rigid Interactions: Surveys feel transactional, discouraging honest and open responses
Lack of Real-Time Adjustments: Researchers cannot address misunderstandings or follow up on responses in real time, leading to inconsistent data.
These challenges hinder the ability of brands and researchers to gather meaningful insights and take actionable steps.
Create a conversational AI-powered survey experience that:
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Improves Response Quality
Encourages respondents to provide richer, more detailed answers
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Enhances Engagement
Makes surveys feel like natural conversations, fostering honesty and openness
Detects incomplete or biased responses and asks follow-up questions to clarify or expand on answers
Improves data quality by ensuring responses are detailed and actionable
Tailors follow-up questions based on respondent answers and researcher configured survey goals
Enhances engagement so survey's feel more like a natural conversation
Identifies sentiment and address immediately
Proactive resolution to help researchers address issues before they escalate
Low-code/No-code configuration for easy conversational set up without technical expertise
Flexibility to tailor AI behavior to specific use cases
By making surveys more conversational and responsive, we not only improved data quality but also fostered stronger connections between researchers and respondents. This approach sets a new standard for survey design, paving the way for more intuitive and impactful data collection.
One of the highlights was witnessing this feature showcased during Zig's the keynote speech at X4, Qualtrics' annual customer event. It filled me with pride to see how engaged and enthusiastic customers were about trying this new feature.
