Medallia AI
Medallia / medallia.com
AI-powered experience management platform that captures customer and employee feedback across all channels, uses speech and text analytics to surface insights, and enables action through workflow integration.
Pricing
Free
Free plan
No
Category
Developer Tools
Platforms
3
Free plan
No
API access
No
Open source
No
Platforms
3
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What is Medallia AI?
Medallia is an enterprise experience management platform that competes with Qualtrics for the customer and employee experience analytics market, with particular strength in omnichannel feedback capture — surveys, contact centre calls, social media, digital behaviour, and operational data in one platform.
Medallia's AI capabilities focus on text and speech analytics at scale. Ask Medallia, the generative AI assistant, allows experience teams to ask natural language questions about their customer and employee data — 'what are the top themes in customer dissatisfaction this quarter?' — and receive AI-generated narrative answers synthesising insights from across feedback sources.
Speech analytics analyses contact centre call recordings for customer sentiment, issue topics, and agent performance — integrating call centre insights with survey feedback for a more complete customer experience picture than survey-only platforms.
Predictive analytics uses ML to identify which customers are at highest churn risk, which employees are most likely to leave, and which experience factors most drive loyalty — enabling proactive intervention rather than responding to departures already in progress.
Medallia Conversations provides in-app and website conversational feedback collection — triggered chat-based surveys during digital experiences that capture contextual feedback in the moment rather than via follow-up email surveys.
Customers including Airbnb, BMW, and Hilton validate Medallia at major consumer brand scale across travel, hospitality, and technology.
How Medallia AI works
Medallia AI runs as ml platform software built around text and audio workflows. Users typically start with a prompt, upload, or connected data source, and the underlying model handles the heavy lifting before returning a result you can refine or export. It's available on web, ios, and android.
Watch Medallia AI in action
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What makes it worth shortlisting
The capabilities that matter most for teams evaluating Medallia AI.
Ask Medallia
GenAI assistant answering natural language questions about CX and EX data, synthesising insights from surveys, calls, and digital feedback channels in accessible narrative format.
Speech analytics
Analysis of contact centre call recordings for customer sentiment, issue topics, and correlation with survey-measured experience, connecting call centre and CX programme data.
Predictive analytics
ML identification of at-risk customers and employees based on experience signals, enabling proactive intervention before churn or departure events occur.
Best use cases
Who should use it
Pros
- Omnichannel feedback capture (surveys + calls + digital + social) provides richer experience data than survey-only platforms
- Ask Medallia GenAI assistant makes experience data accessible to non-analyst business users
- Airbnb, BMW, and Hilton references validate at major consumer brand scale across industries
- Speech analytics integration connects contact centre performance to customer experience outcomes
Cons
- Enterprise pricing requires significant CX programme investment
- Implementation and configuration complexity typical of enterprise experience management platforms
- Competing with Qualtrics for the same enterprise market with comparable core capabilities
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Is it worth the price?
Enterprise licensing. No public pricing. Annual contracts. Demo available.
Model
Enterprise
Starting price
Free
Free trial
Yes
Tools like Medallia AI
Qualtrics XM AI (rank 495) is the primary competitor with comparable capabilities and stronger survey research heritage. Sprinklr provides social-first experience analytics. InMoment provides mid-market experience management. SurveyMonkey Enterprise provides accessible survey analytics.
Medallia AI vs Hugging Face
A side-by-side look at the closest alternative in this category.
Medallia AI
Medallia
Hugging Face
Hugging Face
Enterprise licensing. No public pricing. Annual contracts. Demo available.
Free for most models and Spaces. Pro $9/month for private models, priority inference, and ZeroGPU. Enterprise Hub from $20/user/month for team collaboration and security.
SOC 2 Type II. ISO 27001. GDPR compliant. FedRAMP authorised. HIPAA eligible. Enterprise data handling agreements.
Enterprise Hub includes SSO, access controls, audit logs, and private infrastructure. SOC 2 compliant.
Customer and employee feedback data processed under Medallia's enterprise data handling policy. GDPR and CCPA compliance for respondent data. HIPAA BAA available for healthcare deployments.
Public models and datasets are openly accessible. Enterprise Hub provides private model storage with data handling agreements. Review individual model licences before commercial deployment.
- Omnichannel feedback capture (surveys + calls + digital + social) provides richer experience data than survey-only platforms
- Ask Medallia GenAI assistant makes experience data accessible to non-analyst business users
- Airbnb, BMW, and Hilton references validate at major consumer brand scale across industries
- Speech analytics integration connects contact centre performance to customer experience outcomes
- De facto standard hub for open source AI models with 500,000+ available
- Transformers library provides consistent API for diverse model families
- Spaces enable easy demo deployment without web infrastructure
- Free for public models and strong community support
- Enterprise pricing requires significant CX programme investment
- Implementation and configuration complexity typical of enterprise experience management platforms
- Competing with Qualtrics for the same enterprise market with comparable core capabilities
- Technical platform primarily for developers and researchers
- Inference API quality varies for very large or complex models
- Navigation complexity increases with scale of the platform
Technical & deployment info
Key facts about model providers, platforms, and team support.
Model Provider
OpenAI, Medallia
Platforms
Web, iOS, Android
Deployment
SaaS
Integrations
Salesforce, ServiceNow, Workday, Zendesk, Contact centre platforms, API
Team Collaboration
Yes
Launch Year
2022
Security & privacy
Compliance signals and data-handling notes as reported by the vendor.
SOC 2 Type II. ISO 27001. GDPR compliant. FedRAMP authorised. HIPAA eligible. Enterprise data handling agreements.
Customer and employee feedback data processed under Medallia's enterprise data handling policy. GDPR and CCPA compliance for respondent data. HIPAA BAA available for healthcare deployments.
What users are saying
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Common questions about Medallia AI
Editorial Verdict
Should you use Medallia AI?
Medallia is the leading AI experience management platform for enterprises with sophisticated omnichannel feedback needs and contact centre analytics integration requirements.
Last verified July 24, 2026.