Quiq has announced a significant advancement in customer experience management with the launch of its agentic AI-powered Quality Management solution, Conversation Analyst. This enterprise-grade tool analyzes every customer interaction - across voice, web chat, SMS, and messaging platforms - to provide a nuanced, real-time understanding of the entire customer journey. By establishing custom prompts and metrics, CX teams can move beyond traditional sampling to gain unbiased insights at scale and even automate actions based on specific findings, creating a direct link from analysis to operational improvement.
Quick Intel
Quiq launched Conversation Analyst, an agentic AI for quality management.
It analyzes 100% of AI and human agent conversations across all channels.
The solution generates unbiased, AI-driven metrics to replace biased surveys.
It can be configured to automatically flag issues or trigger specific actions.
Provides real-time visibility into agent performance and customer sentiment.
Used by Spirit Airlines to proactively manage sensitive issues and care standards.
Conversation Analyst addresses a fundamental flaw in traditional quality management: the reliance on incomplete, self-reported customer surveys like CSAT and NPS. By applying agentic AI to analyze every interaction, the solution generates these key performance indicators with unbiased accuracy for every single conversation. This allows CX leaders to move beyond guessing what matters and instead understand the "why" behind metrics, viewing insights individually, by team, or in targeted subsets for deep, rapid analysis.
The platform's capability extends beyond analysis to proactive intervention. As demonstrated by Spirit Airlines, the system provides real-time visibility into how both human and AI agents handle conversations, with a focus on care and empathy. It can be designed to automatically flag conversations related to sensitive areas like consumer rights or accessibility, allowing managers to take action before issues escalate. This transforms quality management from a retrospective audit into a forward-looking operational tool that raises the standard of customer care.
According to Quiq's CEO, this technology unlocks a new level of customer understanding. "CX leaders have been held back by incomplete analytics and forced to guess what truly matters," said Mike Myer, Founder and CEO of Quiq. "The Conversation Analyst lets them 'hear' every voice completely. This isn't just data. It's agentic AI that digs deep to uncover subtle but profound insights, and then turns that understanding into immediate, impactful actions that improve operations and customer experiences at every touchpoint."
The introduction of Conversation Analyst marks a shift from periodic, sample-based quality checks to a continuous, comprehensive, and intelligent feedback loop. By ensuring no customer voice goes unheard, it empowers organizations to personalize experiences, proactively address pain points, and drive continuous improvement. The result is not only enhanced customer satisfaction but also significant operational efficiencies and a stronger competitive advantage through data-driven decision-making.
About Quiq
Quiq delivers enterprise-grade agentic AI for CX solutions purpose-built to transform experiences throughout the customer journey. With four agentic AI solutions, including AI Assistants for human agents and AI Agents for voice, email, web chat, and asynchronous messaging, as well as a Digital Engagement Center for human agents that enables seamless escalations, Quiq helps consumer brands increase operational efficiency, customer satisfaction, and revenue. The company is backed by a leadership team and engineers with deep CX and AI expertise, which comes through in its products, especially AI Studio – a complete AI lifecycle management platform. Every agentic AI solution is built, tested, and managed in AI Studio, empowering our customers to retain full control and visibility at all times. Trusted by leading brands like Spirit Airlines, Accor Hotels, Brinks Home Security, and Bob's Discount Furniture, Quiq is reimagining the future of CX with AI.
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