Quiq, a leader in enterprise-grade agentic AI for customer experience innovation, has introduced its latest advancement in quality management — the Conversation Analyst. This intelligent AI solution is designed to analyze every interaction handled by human or AI agents across multiple communication channels, including voice, web chat, SMS, Apple Messages for Business, and WhatsApp. With this innovation, Quiq aims to help enterprises gain a more detailed and unbiased understanding of their customer journeys, offering actionable insights in real time.
The Conversation Analyst allows organizations to define their own evaluation prompts and metrics, ensuring assessments reflect the unique nuances of their brand and service standards. Unlike traditional quality monitoring tools that rely on limited sample reviews, this system evaluates every conversation, surfacing deep insights that can improve both customer satisfaction and operational performance. Beyond identifying patterns, the platform can also be configured to act automatically on key findings, such as addressing policy violations or highlighting conversations tied to sensitive topics, creating a seamless bridge from analysis to improvement.
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“At Spirit, Quiq’s Conversation Analyst has become a critical part of how we operate,” said Vanessa Hardy-Bowen, Director of Guest Care and Contact Centers for Spirit Airlines. “It gives the team and I real-time visibility into how both our human and AI agents handle conversations, not just checking boxes on compliance, but truly identifying issues with care and empathy. What I appreciate most is how quickly it confirms real resolution and flags conversations tied to sensitive areas like consumer rights or accessibility, so we can take action before anything escalates. It’s helped us operate smarter and more proactively, and ultimately raise the standard of what great guest care should feel like.”
The Conversation Analyst also changes how CX leaders interpret success metrics. Historically, measures like CSAT and NPS have depended on customer surveys that can be inconsistent or incomplete. By contrast, Quiq’s AI-driven approach evaluates every customer interaction to generate accurate, bias-free insights. These metrics can be viewed by individual agents, teams, or aggregated across departments, enabling leaders to pinpoint root causes of performance trends almost instantly.
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“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.”
By ensuring every customer voice is analyzed and every critical insight acted upon, Quiq’s Conversation Analyst empowers organizations to address issues before they escalate, personalize service delivery, and strengthen customer trust. The innovation marks a major step forward in how enterprises leverage AI for continuous quality improvement and lasting CX excellence.
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