Quiq Advances Contact Center Quality Management with New Agentic AI Analyst
Analyst Eliminates Blind Spots in Conversation Analytics, Driving Rapid CX Optimization and Operational Efficiency Gains
Quiq, the chief in enterprise-grade agentic AI for CX innovation, at the moment introduced agentic AI powered Quality Management. Aptly named Conversation Analyst, this highly effective agentic AI resolution analyzes each AI and human agent dialog throughout voice, net chat, SMS, and different asynchronous messaging platforms, like Apple Messages for Business and WhatsApp. With Conversation Analyst, organizations can set up customized prompts and metrics that present a nuanced understanding of experiences all through your complete buyer journey at unprecedented velocity and scale. CX groups can leverage surfaced insights to enhance experiences and operational efficiencies in close to real-time, or the Conversation Analyst could be designed to take motion on particular insights, like a coverage violation, making a direct path from evaluation to enchancment.
“At Spirit, Quiq’s Conversation Analyst has turn out to be a essential a part of how we function,” says Vanessa Hardy-Bowen, Director of Guest Care and Contact Centers for Spirit Airlines. “It provides the group and I real-time visibility into how each our human and AI brokers deal with conversations, not simply checking packing containers on compliance, however really figuring out points with care and empathy. What I admire most is how shortly it confirms actual decision and flags conversations tied to delicate areas like shopper rights or accessibility, so we are able to take motion earlier than something escalates. It’s helped us function smarter and extra proactively, and finally increase the usual of what nice visitor care ought to really feel like.”
Conversation Analyst redefines how CX leaders measure success. Traditionally, qualitative metrics like CSAT or NPS have been self-reported, resulting in incomplete, and typically biased datasets. With Conversation Analyst, these and different key efficiency indicators are actually AI-generated for each interplay, supplementing or augmenting buyer suggestions surveys with unbiased accuracy. Insights could be considered individually, in combination by agent and group, or narrowed into manageable subsets for deeper evaluation in seconds, enabling leaders to grasp the why behind them.
“CX leaders have been held again by incomplete analytics and compelled to guess what really issues,” stated Mike Myer, Founder and CEO of Quiq. “The Conversation Analyst lets them ‘hear’ each voice utterly. This isn’t simply information. It’s agentic AI that digs deep to uncover refined however profound insights, after which turns that understanding into fast, impactful actions that enhance operations and buyer experiences at each touchpoint.”
By making certain no buyer voice goes unheard and no essential perception stays undiscovered, Conversation Analyst equips organizations to proactively handle ache factors, personalize experiences, and constantly enhance service supply. The outcome is not only enhanced buyer satisfaction, but additionally vital operational efficiencies and a stronger aggressive benefit. Learn extra about how Quiq is modernizing CX analytics, reporting, and insights right here.
Conversation Analyst is accessible instantly.
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