Quiq, a leader in enterprise AI for customer experience, has launched Conversation Analyst. This tool changes the game for quality management. Now, companies can better assess and improve every customer interaction.
Conversation Analyst is designed for modern engagement. It automatically reviews all customer conversations. This includes conversations with AI or human agents. It functions through voice, web chat, SMS, and messaging apps like Apple Messages for Business and WhatsApp. This advanced feature lets businesses create custom prompts and metrics. It offers deep insights into the customer journey quickly and at a large scale.
With Conversation Analyst, CX teams can quickly uncover insights. These insights help refine operations and elevate customer experiences. The solution can take immediate action on findings. It identifies policy violations or compliance issues. This links analysis directly to execution.
“At Spirit, Quiq‘s Conversation Analyst has become a critical part of how we operate,” says 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.”
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Redefining How CX Leaders Measure Success
CX teams have traditionally used self-reported metrics like CSAT and NPS. These metrics only show part of the customer experience and can be biased. Conversation Analyst uses AI to provide accurate metrics for every interaction, removing guesswork.
Leaders can quickly view insights for individuals, teams, or the whole organization. They can also break down data into specific groups for deeper analysis, all in seconds. This helps CX teams understand not only what is happening but also why. So, they can take proactive steps to boost agent performance and customer satisfaction.
“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.”
Transforming CX Quality Management with Agentic AI
Quiq’s Conversation Analyst is changing quality management for the AI era. It replaces manual scoring and sample audits with smart automation. This captures the complete view of customer interactions. Real-time insights and contextual awareness help organizations optimize performance. They ensure compliance and boost empathy in every engagement through automated actions.