Quiq Product Overview
Quiq is an advanced enterprise-grade platform that leverages AI and conversational technology to transform customer experience (CX) across various digital messaging channels. Here’s a detailed look at what the product does and its key features:
Core Functionality
Quiq’s primary focus is on enhancing customer interactions through AI-powered conversational CX and business messaging. The platform integrates Generative AI with a company’s existing knowledge and data to provide customers with concise, accurate, and personalized responses, mimicking the assistance of a human agent.
Key Features
AI Contact Center
Quiq’s AI Contact Center is designed to boost efficiency and deliver exceptional CX. The platform includes an Agent AI Assistant that suggests complete answers to customer inquiries, drawing from data across various enterprise systems, including internal knowledge, case history, and systems of record. This assistant helps agents handle multiple digital conversations simultaneously and execute transactional business processes effectively.
Multi-Channel Messaging
Quiq supports a wide range of messaging channels such as SMS/text messaging, Apple Business Chat, Google Business Messages, webchat, Instagram, and Facebook Messenger. This allows businesses to connect with customers on their preferred platforms, ensuring a seamless and efficient communication experience. The platform also features rich messaging capabilities, including the ability to send images, GIFs, process secure transactions, and send reminders and notifications.
AI Studio
AI Studio is an enterprise-grade development environment that enables businesses to build, test, deploy, and measure AI for CX. It integrates all aspects of conversational CX strategy, design, coding, and performance measurement, providing a comprehensive toolset for developing and optimizing AI assistants.
Security and Compliance
Quiq prioritizes security and compliance, ensuring that customer data is protected. The platform is SOC II compliant and adheres to TCPA best practices. It securely processes and enhances data without accessing sensitive authentication or credit card information, maintaining the trust and security that customers expect.
Payments and Surveys
Quiq has introduced features for in-conversation payments and surveys. The Conversational Commerce Payments feature allows brands to securely accept payments across all supported channels, integrating with payment processing platforms like Stripe and Braintree. The In-Conversation Surveys feature enables brands to gather real-time customer feedback through short surveys sent immediately after customer interactions, providing valuable insights to improve customer satisfaction and retention.
Efficiency and Productivity
The platform significantly enhances the efficiency of customer service teams. By moving from phone calls to text messaging, agents can handle 6-8 text conversations simultaneously, increasing their efficiency by up to 7 times. Features like the Adaptive Response Timer, routing rules, and automatic responses help agents manage conversations effectively and meet service level agreements (SLAs).
Integration and Customization
Quiq allows for seamless integration with existing enterprise systems and supports both native and third-party chatbots. This flexibility enables businesses to customize their CX strategy, incorporating bots at various points in the customer journey to enhance the overall experience.
In summary, Quiq offers a robust and flexible platform that combines AI, multi-channel messaging, and advanced security features to deliver a superior customer experience. Its tools and features are designed to enhance efficiency, drive higher customer satisfaction, and provide real-time insights to improve business operations.
