June 2025

What is AI Automation? Key Benefits and Use Cases

Posted on June 11, 2025July 10, 2025 Bill O’Neill

While the horizon of artificial intelligence promises truly autonomous, agentic systems capable of complex reasoning and action, the journey for many businesses begins with mastering AI automation. This powerful application of AI is already a transformative force, enabling companies to streamline workflows, enhance customer interactions, and operate with greater speed and intelligence. For customer experience (CX) leaders, AI automation is a foundational element for responsive service and a critical building block for the more advanced AI-driven experiences of tomorrow.

In this article, we’ll explore what AI automation means, how it differs from traditional automation, how it works behind the scenes, and how companies like Quiq are putting it into practice. You’ll also learn about the measurable benefits of AI automation, real-world use cases across industries, and where the technology is headed next.

What is AI Automation?

AI automation refers to the application of artificial intelligence tools to enhance the capabilities of automation beyond basic tasks. It combines capabilities such as machine learning (ML) and natural language processing (NLP) to enable systems to make informed decisions and adapt to new information. Unlike traditional automation, which follows predefined rules, AI automation continuously evolves, with human supervision, by learning from data and user behavior.

Traditional automation performs repetitive, clearly defined tasks based on static instructions. For example, robotic process automation (RPA) is often used to complete tasks like filling out forms or updating inventory records—jobs that follow a consistent and predictable pattern. Unlike its rule-based counterpart, AI automation adapts to context. It can pick up on what a customer is really asking, even if the wording isn’t perfect, and respond in ways that feel personal and helpful.

This level of responsiveness is made possible by technologies like machine learning, natural language processing, and generative models. These tools help systems learn from real-world conversations, recognize changing trends, and adapt over time, making automation more useful and human-friendly.

Learn more about Quiq’s AI Studio.

Is AI the Same as Automation?

Not quite. Automation is about following a set of instructions to carry out repetitive tasks, like sending scheduled emails or completing basic transactions. It’s a reliable workhorse, but it doesn’t think on its feet.

Artificial intelligence, on the other hand, introduces adaptability.

It processes data, identifies patterns, and makes decisions without being explicitly programmed for every scenario. AI automation combines these strengths: it’s automation infused with AI’s ability to adapt and make intelligent decisions. This is often achieved through supervised learning, where models are trained on historical data to recognize patterns and inform future actions.

Consequently, AI automated systems can handle more nuanced situations and refine their performance as they process more information or their underlying models are updated.

A side-by-side table comparing AI automation and traditional automation across task type, adaptability, decision-making, human interaction, tools used, CX impact, and use case suitability. — AI automation goes beyond static, rule-based processes by introducing adaptability, contextual understanding, and human-like interaction, reshaping how businesses approach efficiency and customer experience.

While many organizations still rely on rule-based automation, the growing integration of AI is allowing businesses to shift toward more flexible systems that respond in real time. This evolution supports smarter decision-making and more strategic operations.

Where they overlap is in use cases that start with predictable steps but require intelligent escalation, such as handling a customer query that begins with a bot but needs agent assistance.

How AI Automation Works

AI automation systems are typically powered by:

Machine Learning (ML) – learns from historical data to make better decisions over time.
Natural Language Processing (NLP) – understands and responds to human language. This increasingly involves Generative AI, often powered by Large Language Models (LLMs), to create novel, contextually relevant, and human-like conversational responses.
Robotic Process Automation (RPA) – executes repeatable digital tasks with precision using software “bots”.

At Quiq, AI automation is embedded across the entire product ecosystem, from customer-facing AI agents to behind-the-scenes orchestration. Public-facing agentic AI plays a key role in handling inquiries, while the back-end layers manage increasingly sophisticated workflows. Even future workforce tools are being designed with AI as a foundational element.

In practical terms, AI automation starts with input—like a customer message—analyzes the context, applies logic via trained models, and then takes the appropriate action. Using Quiq’s AI Studio, businesses can create smart virtual agents that accurately reflect how their teams actually work and then plug them into existing systems without heavy development cycles.

Benefits of AI Automation

The promise of AI automation isn’t just theoretical; it’s being realized every day by companies that implement it thoughtfully and strategically. AI automation is already changing the way teams deliver customer service. It’s not just about doing things faster or cheaper anymore. It’s about making room for more collaboration, more personalization, and better experiences for both customers and the people who serve them.

Let’s explore the most impactful benefits:

Improved Efficiency and Productivity

AI automation reduces manual workloads and accelerates response times, allowing teams to focus on higher-value tasks. In a support center, automated triage and routing can dramatically cut wait times and ensure that each inquiry reaches the right team member faster. Human agents spend less time on repetitive data entry and more time solving complex problems. The result is a smoother workflow, better resource allocation, and increased overall output.

Cost Reduction

By automating routine tasks, companies can lower operational costs and minimize human error. In industries with high volumes of customer interactions, like retail or telecom, AI automation helps reduce the need for large frontline teams to handle repetitive queries. Instead, those resources can be reallocated to more strategic initiatives, all while lowering overtime, training expenses, and costly error correction.

Scalability

AI systems can scale faster than human teams, handling thousands of interactions simultaneously without a drop in quality. When demand suddenly rises, whether it’s during a seasonal rush, a big product launch, or a flash sale, AI automation can step in instantly. Instead of scrambling to bring on extra staff or risking long wait times, businesses can rely on their automated systems to flex and respond in real time. That means smoother service, happier customers, and less pressure on your team.

Enhanced Accuracy

AI automation helps teams get the details right the first time. It reduces the frequency of those small but costly errors that occur when people are juggling too many tasks. By handling repetitive, rules-based work with consistency, AI gives employees more breathing room to focus on tasks that truly require their attention and judgment. In contact centers, it can standardize how inquiries are routed, ensure compliance with data handling protocols, and cut down on repeated follow-ups caused by incorrect or incomplete information. By removing inconsistencies and minimizing manual errors, it supports higher-quality work and better results at scale.

Better Customer Experiences

Nobody enjoys being stuck on hold or having to repeat their issue over and over. AI automation helps avoid that frustration by jumping in early, pulling up helpful context, and getting customers what they need faster and with less hassle. AI remembers past conversations and pulls up helpful info fast, so customers don’t have to start from scratch each time. Whether they’re tracking a package or choosing the right size, the experience feels quicker, easier, and more personal.

For example, a returning shopper may receive personalized product suggestions based on past behavior. At the same time, a support request can be routed directly to the agent best equipped to handle it, saving time and improving satisfaction. And more relevant support any time they need it. It helps create experiences that feel more personal and responsive, even when a human agent isn’t involved.

Actionable Insights

AI systems don’t just complete tasks; they learn from them. Every interaction becomes a valuable source of insight. Over time, this enables teams to identify patterns, spot emerging issues, and continually refine their operations. Businesses can use these insights to fine-tune their product offerings, anticipate customer needs, make more informed staffing decisions, and deliver more thoughtful, data-driven support. It’s about turning every customer moment into an opportunity to improve.

According to PwC, AI-powered automation could contribute up to $15.7 trillion to the global economy by 2030, with much of that growth expected to come from productivity improvements and consumer demand.
– Scott Likens, Global Chief AI Engineer, Principal, PwC United States

Real-World AI Automation Use Cases

The adoption of AI automation is accelerating across industries, with tangible results. IDC research shows that 78% of organizations worldwide are either using or planning to use AI in the next two years, reflecting the rapid global adoption of AI technologies. This shift is reshaping both customer-facing interactions and internal operations, unlocking new efficiencies and capabilities across the enterprise.

Here’s how AI automation is making a difference in real-world scenarios:

Customer Service

Quiq’s AI Contact Center uses conversational AI to manage incoming queries, triage issues, and escalate to human agents when needed. It’s a seamless blend of automation and human touch.

E-commerce

AI bots manage order updates, answer product questions, and offer personalized recommendations—all in real time.

Financial Services

Fraud detection, loan processing, and customer onboarding can all be accelerated using AI automation.

Healthcare

AI tools streamline scheduling, triage patient requests, and automate back-office paperwork.

Manufacturing

Predictive maintenance and supply chain optimization are enabled by AI models that monitor equipment and demand trends.

A Forrester report states that 61% of customer service decision-makers say they are expanding or upgrading their automation investments to improve operational efficiency, agent productivity, and customer satisfaction.
– Karine Cardona-Smits, Ian Jacobs, and three contributors

The Future of AI Automation

The convergence of multiple technologies—AI, machine learning, automation, and cloud computing—is fueling an inflection point. Businesses that adopt AI automation early are creating compounding advantages in speed, insight, and customer loyalty.

According to a Deloitte article, the rise of generative AI agents is driving a major shift in enterprise automation. These agents are capable of collaborating, reasoning, and taking autonomous actions, augmenting human roles rather than replacing them, and enabling businesses to orchestrate more complex and responsive systems at scale.

At Quiq, this vision is already in motion. Features like intelligent escalation, intent detection, and AI-enhanced routing are helping support teams move from reactive to predictive service models.

As AI technology evolves, so does the scope of automation:

To understand where AI automation is headed, it’s essential to reflect on how quickly it has already evolved. A decade ago, automation was about basic scripts and workflows. Today, it includes intelligent learning systems that can not only complete tasks but also optimize and improve them with each interaction.

For example, Quiq’s AI Studio enables organizations to design and deploy intelligent agents that enhance service outcomes, allowing contact centers to operate as strategic growth engines, not just cost centers. With predictive analytics and real-time orchestration, customer issues can be anticipated before they arise, empowering agents to deliver faster and more thoughtful resolutions.

McKinsey & Company says by 2030, when people use AI-enabled tools, such as autonomous vehicles for transportation or interactive personal finance bots, they can repurpose their time for personal fulfillment activities or other productive purposes.
– Hannah Mayer, Lareina Yee, Michael Chui, and Roger Roberts

As AI technology evolves, so does the scope of automation:

Hyperautomation: End-to-end automation across systems, not just tasks.
Low-Code Platforms: Easier for non-technical teams to build AI-driven processes.
AI Ethics: Increased focus on transparency, bias reduction, and responsible AI deployment.

Quiq is investing in building intelligent, integrated systems that go beyond replicating existing tools. Future innovations include intelligent co-pilots for agents and deeper integrations between platforms, enabling even more proactive and personalized service.

How to Get Started with AI Automation

Getting started with AI automation doesn’t require a complete digital overhaul. For most organizations, the right approach is to start with a single process or channel that can benefit from automation and then scale based on the results. Here’s a simple roadmap to guide CX leaders:

Identify High-Volume, Repetitive Tasks: Start with processes that drain human resources but follow predictable patterns, such as password resets, shipping updates, or FAQs.
Choose the Right Tools: Solutions like Quiq’s AI Studio and AI Contact Center allow for quick configuration and integration with your existing tech stack.
Involve Stakeholders Early: Loop in your support teams, IT, and compliance stakeholders to ensure alignment and scalability from day one.
Monitor and Optimize: Use real-time analytics and dashboards to measure performance, customer satisfaction, and time savings. The best AI for automation learns and improves with every interaction.
Scale with Confidence: Once successful in one area, expand automation to additional customer journeys or internal workflows.

Unlock the Power of AI Automation

AI automation isn’t just the latest tech buzz; it’s now essential to how businesses operate and grow. It helps teams work smarter, cuts down costs, and completely changes how companies connect with their customers. However, the companies seeing the greatest returns are those that take a strategic approach to AI, not just looking at it as a tool.

Quiq helps organizations align that strategy with execution. Quiq’s automation tools are designed to help businesses work smarter where it matters most, whether that’s speeding up response times, resolving issues more efficiently, or maintaining a consistent brand voice across every digital touchpoint. In today’s world, where customers expect fast and personalized support at all hours, having automation that learns and adapts isn’t a nice-to-have; it’s how you stay ahead of the curve.

Explore More

Quiq is helping organizations harness the full potential of AI automation through tools like AI Studio and the AI Contact Center, both of which are built to work seamlessly with your existing technology.
Explore Quiq’s solutions today and start building smarter experiences. Get access to AI Studio for free >

5 Customer Experience Predictions for 2025

Posted on June 10, 2025July 10, 2025 Cristina Bravo-Olmo

Customer expectations are evolving faster than ever, fueled by rapid technological advancements and shifting preferences. As we look toward 2025, it’s clear that businesses must adapt or risk falling behind. The future of customer experience will be shaped by the ability to meet customers where they are—quickly, personally, and intelligently.

Brands that anticipate and act on key customer experience trends will gain a powerful advantage. By investing in the right technologies and strategies, companies can deliver memorable experiences that drive loyalty and growth.

Here are five Customer Experience Predictions for 2025 that businesses need to watch, and why acting on them now will make all the difference.

1. AI Agents Revolutionizing Self-Service

AI agents are redefining the concept of self-service in 2025. Unlike the rigid, scripted chatbots of the past, today’s AI agents, powered by large language models, can understand complex queries, adapt in real time, and carry customer conversations from start to finish. These AI-powered systems aren’t just transactional—they’re agentic, meaning they can reason, plan, and personalize interactions dynamically.

The rise of large language models has fueled this transformation, enabling AI agents to provide human-like service with speed and precision. Brands leveraging agentic AI are seeing dramatic improvements: faster resolution times, lower support costs, and higher customer satisfaction.

Companies across industries are now deploying AI agents to manage full customer journeys—from answering questions and troubleshooting issues to processing transactions—all without human intervention. In many cases, customers don’t even realize they’re interacting with AI, highlighting the growing trust and comfort consumers have with AI-powered support.

However, this shift brings new challenges. Businesses must rethink workforce training, focusing on preparing teams to collaborate with AI Assistants and to step in strategically when human empathy is critical. Support design also needs to evolve, with workflows built to optimize both human and AI capabilities.

AI agents are no longer a nice-to-have; they’re setting a new baseline for customer service excellence. Expect the future of customer experience to become even more agentic, intelligent, and efficient in the years ahead.

2. Hyper-Personalization Becoming Standard

Personalization is no longer a competitive advantage; it’s becoming an expectation. In 2025, hyper-personalization will be the new normal, driven by real-time data, predictive analytics, and agentic AI platforms capable of delivering uniquely tailored experiences at scale.

Hyper-personalization goes beyond simply addressing a customer by name. It means anticipating needs, understanding preferences, and delivering the right message, product, or service at exactly the right moment. Think product recommendations based on purchase history, personalized content that reflects browsing behavior, or proactive service offers when issues are detected.

Brands like Netflix and Amazon have set a high bar for individualized experiences, and customers now expect that level of insight from every company they engage with.

The business impact of hyper-personalization is significant: higher conversion rates, improved customer retention, and stronger loyalty. Personalized experiences demonstrate that a brand truly understands and values its customers, turning casual buyers into lifelong advocates.

However, executing hyper-personalization comes with challenges. Companies must navigate growing concerns around data privacy and consent, as well as the technical complexity of integrating disparate systems to create a unified customer view.

Still, brands that invest in the right data infrastructure and agentic AI tools today will reap major rewards in the future of customer experience.

3. Real-Time Feedback Loops Enhancing CX Agility

One of the most actionable customer experience predictions for 2025 is the rise of real-time feedback loops as a standard practice. These tools, like in-app surveys, feedback buttons, and live chat sentiment analysis, allow businesses to capture customer sentiment in the moment, rather than relying solely on post-interaction surveys.

Real-time feedback provides instant insight into how customers are feeling and where friction points are emerging. More advanced systems now use AI to analyze this input on the fly; detecting negative sentiment, identifying emerging trends, and even escalating issues to supervisors before a customer disengages.

Across industries, we’re seeing this trend take shape. In e-commerce, brands are deploying checkout feedback forms to reduce cart abandonment. Hotels are using mid-stay surveys to address concerns before checkout. SaaS platforms are embedding product experience prompts to guide onboarding and resolve usability issues in real time.

The result is a more agile CX operation, one that can quickly adapt to user needs, improve satisfaction, and reduce churn. But to be effective, companies must avoid common pitfalls like survey fatigue or collecting feedback without follow-through. As real-time engagement becomes the norm, customers will expect not just to be heard, but to see changes based on what they say.

4. Unification of Customer Data Across Platforms

Today’s customer data is often scattered across CRMs, marketing automation systems, support platforms, and social channels, creating fragmented experiences and missed opportunities. In 2025, we’ll see a major push toward unifying customer data to power more consistent, personalized interactions.

Customer Data Platforms (CDPs) and unified customer experience systems are becoming essential tools for organizations seeking a 360-degree view of their audience. By centralizing data from across the customer journey, businesses can better understand behaviors, preferences, and needs—and act on those insights in real time.

The benefits are clear: consistent messaging across channels, more accurate personalization, and deeper customer insights that drive smarter decision-making.

Yet challenges remain. Integration costs, legacy systems, and internal data silos can slow down unification efforts. Businesses will need to invest in flexible, scalable platforms that can aggregate and activate customer data without overwhelming existing operations.

Ultimately, unifying customer data is about delivering the kind of seamless, agentic experiences that customers now expect—and that future customer experience trends will demand.

5. The Rise of Voice AI: Transforming Customer Service Interactions

Voice AI is poised to reshape how brands engage with customers. Moving beyond traditional phone support, Voice AI platforms leverage agentic AI to understand context, detect intent, and deliver human-like conversations at scale.

Early voice bots were limited and often frustrating, but today’s Voice AI agents are capable of handling complex interactions with natural language understanding and adaptive learning. They can answer questions, troubleshoot issues, complete transactions, and even provide empathetic responses—all without a live agent.

For businesses, the benefits are substantial. Voice AI offers 24/7 availability, dramatically reducing wait times and operational costs. Automating routine interactions frees human agents to focus on more complex and sensitive customer needs, boosting both efficiency and customer satisfaction.

As consumer expectations for fast, personalized service continue to rise, Voice AI meets the demand by offering consistent, context-aware support that feels natural.

The adoption of Voice AI also supports broader customer experience predictions around personalization, efficiency, and omnichannel engagement. Companies that embrace this technology today will be better equipped to meet and exceed customer expectations tomorrow.

Strengthen Your Customer Experience in 2025

Even though the future is uncertain, brands have the ability to give customers a top-notch experience with every interaction. You can be the bright spot in a customer’s day, a moment of reprieve in an otherwise tumultuous week.

Use these customer experience predictions to anticipate what’s to come in 2025 and plan ahead. And if you need help facilitating customer conversations, scaling, or meeting your customers where they are, Quiq can help.

Ready to take a deeper look at the power of an agentic AI platform and see what Quiq can do for your customer service team? Schedule a Quiq demo.

Contact Center Management Strategies For Your Team

Posted on June 10, 2025July 10, 2025 Michael Hartsog

Effective contact center management is essential to running a contact center. It’s not as simple as setting up a few phones and handing your team a script (although we’re sure no one has thought that since 2005). But it’s equally likely that you’re so bogged down with managing the everyday realities that you can’t see the forest through the trees.

That is, you can’t see just how cluttered the contact center has become.

From staffing and training to managing operations and tracking KPIs, you spend too much time keeping a contact center running instead of doing what you do best: Connecting with customers.

That’s where Quiq comes in. Our Conversational AI Platform uses breakthrough technology to make it easier to engage customers, whether through live chat (also known as web chat), text messaging, or social media.

Let’s take a look at ways to improve your call center efficiency and how Quiq can help you reduce the clutter with 9 effective call center strategies in a handy infographic:

Download as a PDF instead

What is Contact Center Management?

Contact center management is the practice of overseeing all aspects of a contact center to ensure it consistently delivers exceptional customer service. This includes managing day-to-day operations, aligning teams, implementing strategies, and leveraging technology to create efficient and satisfying customer experiences.

At its core, contact center management involves responsibilities like workforce scheduling, performance tracking, and customer experience oversight. Managers must ensure the right number of agents are available at the right times, and that those agents are supported with the tools and coaching they need to succeed.

A critical part of effective management is maintaining consistency across all communication channels—whether customers are reaching out via phone, live chat, SMS, or social messaging. Customers expect seamless experiences, and it’s the job of contact center leadership to make that happen.

Contact center management also includes implementing smart strategies to drive better results. Techniques like skill-based routing ensure customers are connected with the most qualified agents, while self-service tools empower users to resolve issues quickly on their own. Together, these strategies enhance operational efficiency and improve customer satisfaction—two key outcomes of strong contact center management.

What Does a Successful Contact Center Manager Look Like?

Behind every high-performing contact center is a skilled manager who acts as the foundation of effective contact center management. This role requires balancing people, performance, and technology to keep operations running smoothly while driving customer satisfaction.

A successful contact center manager is a strategic thinker—someone who doesn’t just manage the present but plans for the future. They design and implement forward-thinking contact center strategies that improve operational efficiency and enhance the customer experience.

They are also data-driven decision-makers, skilled at interpreting performance metrics and turning insights into action. Strong contact center management means identifying trends, adjusting workflows, and setting measurable goals that lead to real results.

As an empowering leader, the manager coaches agents regularly, helping them adopt successful call center strategies that build confidence and improve every customer interaction.

Today’s managers must also be tech-savvy operators, leveraging tools like CRMs, AI agents, and workforce management systems to streamline workflows and scale customer support without sacrificing quality.

Lastly, a great manager is a customer advocate, aligning team performance with broader service goals—a defining trait of contact center management excellence.

The 9 effective call center strategies recap

Check out these call center strategies below:

Streamline your current system.
Boost agent productivity and efficiency.
Drive down costs.
Manage seasonal spikes and fluctuating demands.
Remove friction.
Improve the quality of your conversations with rich messaging.
Engage more qualified leads.
Increase conversions.
Increase customer satisfaction.

1. Streamline your current system.

How do you currently connect with your customers? Fielding phone calls, emails, and the occasional DMs can leave communications scattered and your systems fragmented.

Here’s what can happen if you don’t have a single, consolidated platform:

Customer conversations can slip through the cracks.
Your team wastes time switching between apps, programs, and windows.
Disparate technology becomes outdated and overpriced.
With no support for asynchronous communication, conversations can only happen one at a time.
Measuring performance requires pulling metrics from multiple sources, a time-consuming and arduous process.

Quiq lets your agents connect with customers across various channels in a single platform. You’ll improve your contact center operational efficiency with conversations, survey results, and performance data all in one easy-to-use interface.

2. Boost agent productivity and efficiency.

How do your customer service agents go about their day? Are they handling one call at a time? Reinventing the wheel with every new conversation? Switching between apps and email, and phone systems?

Outdated technology (or a complete lack of it) makes handling customer conversations inherently more difficult. Switching to a messaging-first strategy with Quiq increases the speed with which agents can tackle customer conversations.

Switching to asynchronous messaging (that is, messaging that doesn’t require both parties to be present at the same time) enables agents to handle 6–8 conversations at once. Beyond conversation management, Quiq helps optimize agent performance with AI-enhanced tools like bots, snippets, sentiment analysis, and more.

3. Drive down costs.

It’s time to stop looking at your contact center as a black hole for your profits. At the most basic level, your customer service team’s performance is measured by how many people they can serve in a period of time, which means time is money.

The longer it takes your agents to solve problems, whether they’re searching for the answer, escalating to a higher customer service level, or taking multiple conversations to find a solution, the more it impacts your bottom line.

Even simple questions, like “Where’s my order?” inquiries, needlessly slow down your contact center. Managing your contact center’s operations is overwhelming, to say the least.

Need a Quiq solution? We have many. Let’s start with conversation queuing. Figuring out a customer’s problem and getting to the right person or department eats away at time that could be spent finding a solution. Quiq routes conversations to the right person, significantly reducing resolution times. Agents can also seamlessly loop in other departments or a manager to solve a problem quickly.

Beyond improving your contact center strategies and operations, messaging is 3x less expensive than the phone.

4. Manage seasonal spikes and fluctuating demands.

All contact centers face the eternal hiring/firing merry-go-round struggle. You probably get busy around the holidays and slow down in January. Or maybe September is your most active season, and your team shrinks through the rest of the year. While you can’t control when you’re busy and when you’re slow, you can control how you respond to those fluctuations.

Manage seasonal spikes by creating your own AI agent using Quiq’s AI engine. Work with our team to design bot conversations that use Natural Language Processing (NPL) to assist customers with simple questions. AI agents can also improve agent resolution times by collecting customer information upfront to speed up conversations.

Daily Harvest’s AI agent, Sage, was able to contain 60% of conversations, which means their human agents saw a vast reduction in call volume. Perfect for managing the holiday rush.

5. Remove friction.

How hard is it for your customers to contact your help center? Do they have to fill out a web form, wait for an email, and set up a phone call? Is there a number in fine print in the depths of your FAQ page? Some companies make it difficult for customers to interact with their team, hoping that they’ll spend less money if there are fewer calls and emails. But engaging with customers can improve company perception, boost sales, and deepen customer loyalty.

That’s why Quiq makes it easy for your team and customers to connect. From live chat to SMS/text and Google Business Messaging to WhatsApp, customers can connect with your team on their preferred channel.

6. Improve the quality of your conversations with rich messaging.

Email and phone conversations are, in a word, boring. Whether you’re an e-commerce company selling products or a service provider helping customers troubleshoot problems with their latest device, words aren’t always enough. That’s why Quiq offers rich messaging.

What is rich messaging? It’s an advanced form of text messaging that includes multimedia, like GIFs, high-resolution photos, or video. It also includes interactive tools, like appointment scheduling, transaction processing, and more.

You can use rich messaging to give customers a better service experience. Whether sending them product recommendations or a video walkthrough, they’ll get a fully immersed experience.

7. Engage more qualified leads.

Do leads die in your contact center? Let’s face it: your contact center isn’t the place to handle high-value leads. Yet when warm leads find themselves there, you need a way to track, qualify, and engage them.

Here’s where AI agents can help with marketing. Quiq’s AI agents can help you identify qualified leads by engaging with your prospect and collecting information before it ever gets to your sales team.

A great example we’ve seen is from General Assembly. With the Quiq team by their side, they created an AI agent that helped administer a quiz and captured and nurtured leads interested in specific courses. This helped them strengthen the quality of their leads and achieve a 26% conversion rate, which leads us to our next factor for an effective call center strategy.

8. Increase conversions.

If you haven’t stopped viewing your call center as a cost center, this next topic should change your mind. While many contact center strategies focus on customer service, which can lean heavily toward complaints and post-purchase problems, there’s also tons of profit potential via effective contact call center strategies.

Adding messaging to your contact center opens up more opportunities to engage with your customers across the web. Live chat is a great way to talk to your customers at key points in the buyers’ journey. Using an AI agent to assist shoppers in navigating your website makes shoppers 3x more likely to convert to a sale than unassisted visitors.

Combining AI and human agents with Quiq’s conversational platform gives your customers the best experience possible without adding to your contact center’s workload—and it can lead to an 85% reduction in abandoned shopping carts. Plus, Quiq integrates with your ERP system so customer data is always at your team’s fingertips.

9. Increase customer satisfaction.

Customer satisfaction is likely your call center’s #1 goal. Outdated phone systems and substandard technology aren’t the best solution to improve call center agent performance.

Quiq empowers agents to be more efficient, which reduces your customers’ wait time and helps ensure customers get the best service possible. Quiq customers often increase their customer satisfaction ratings by about 15 points.

And the best way to increase your ratings? With regular, in-context surveys. Our agentic platform helps you and your agents get instant customer feedback. Customers can seamlessly respond to surveys right from within the channel they used to connect with your customer service.

Give contact center clutter a Quiq goodbye with effective call center strategies.

There’s no place in an efficient business for a cluttered contact center. Outdated systems, slow processes, and a lack of support can overwhelm your agents and keep them from performing their best for your customers.

Now that you’re equipped with ways to improve call center efficiency, it’s time to see it in action. Quiq’s Agentic AI Platform empowers your team to work more efficiently and create happier customers.

Business Messaging: What it Means for Your Business

Posted on June 2, 2025July 10, 2025 Max Fortis

What is business messaging, you ask? Oh, it’s only a way to get better customer engagement, attract more customers, and deliver a better customer experience. That seems like a tall order for something as simple and commonplace as messaging, right? The truth is, the simplicity and reach of business messaging is what makes it so powerful for your business and preferred by your customers.

What is Business Messaging?

Business messaging is a set of channels over which companies and consumers can communicate with each other. The most common business messaging channel is SMS or text messaging. We’ve all had experiences with shipping notifications, marketing offers, promotional campaigns, and appointment reminders. These are the kinds of messages we typically associate with business messaging.

But business messaging isn’t just one-way, and it isn’t just SMS/texting. Business messaging can happen on any digital channel where your customers already spend their time and it’s expected that dialogue can flow in both directions. Here are a few scenarios that happen all the time:

A home security subscriber who needs help setting up their new video camera.
A shopper on your website who needs help finding a product and reaches out via web chat for help
Direct messages exchanged over social platforms like Facebook and X (Twitter) to provide one-to-one customer service
A retailer proactively communicating shipping and delivery information to consumers to help prevent an inbound phone call

Business messaging delivers the ease and convenience consumers have come to expect when they engage with family and friends in pre-sales and post-sales interactions with companies. In fact, 66% of consumers rank messaging as their preferred channel for contacting a company.

What Messaging Means to Your Customers

Your customers want to message you. Consumers are looking for a company to:

Meet them where they already are – on mobile, social, and on the web
Proactively reach out to them with relevant products and services
Make it easy to do business with you

CONVENIENCE: Messaging lets customers reach out via SMS, Facebook, or live chat, and respond on their own time instead of stopping to call. With messaging, they can respond and engage in 5 seconds, 5 minutes, or 5 days.

EASE: Customers keep their mobile device within an arm’s reach at all times. Business messaging makes it easy for customers to shoot off a message whenever they need and then get on with their lives. They don’t have to wait until they are in a quiet place to call or vigilantly watch their email for a response.

FLEXIBILITY: Messaging means flexibility for your customers. Customers have the real-time response of a phone call with the ease of reference that an email provides. That flexibility around their busy lives is more than a welcome mat. It’s more like the red carpet, and it’s what differentiates companies among competitors and turns prospects into customers.

What Messaging Means to Your Revenue Growth

Increasing revenue is the number one thing that companies focus on. Every strategy and tactic is a means to that end. Often, companies will consider introducing a new product line or service, or increasing prices as a way to bolster revenue.

New products take time and money to develop. Raising prices risks losing customers to competitors. There are people ready to buy what you already offer, and existing customers who can be encouraged to return. That’s why companies turn to customer experience, where messaging makes the biggest impact

Messaging makes it easy for consumers to engage with your company when, where, and how they prefer. Prospective buyers can have questions answered with ease, speed, and convenience. Returning customers get timely service and support at their moment of need, which means they’ll be back for more and will tell others how great you are.

Consider these examples and how your business can help customers move closer to purchase with business messaging:

Service companies win when their prospects are able to get the answers they need to make a decision on a provider. Prospects can book an appointment to receive an estimate easily with business messaging. Messaging avoids delays and missed calls that can drive consumers to take their business elsewhere.
Companies in the travel and hospitality industry use messaging to provide a premium experience from the very first interaction. Questions on weather conditions and cancellation policies are answered quickly so that potential guests can ease right into the booking process with peace of mind.

What Messaging Means to Your Employees

In any other day and age, allowing customers to engage with your company through so many channels would have been overwhelming. But it’s not that day, and we’re past that age. In today’s modern messaging world, Quiq makes it easy for employees to manage conversations.

In fact, Quiq Messaging can help optimize agent performance by providing advanced productivity features that improve the customer experience. With Quiq, employees are able to handle multiple messaging conversations at once, thereby increasing their efficiency and reducing the cost to serve.

There isn’t any downtime for training. Adding business messaging is a pretty flat learning curve for your employees. They are likely using messaging in their daily lives and are familiar with sending and receiving messages. The only difference is that they’ll have an easy way to manage conversations.

All messaging conversations are managed within a single, unified desktop with features that help employees prioritize conversations, monitor customer sentiment, and make every conversation more personal and effective. Employees can feel empowered to provide the best customer experience possible.

Business Messaging Means Business

Business messaging makes a significant impact in two ways to grow your business: get new customers or have your existing customers buy more.

Attract new customers – Make your business accessible so that it’s easy to do business with you.
Keep existing customers happy – Empower your customers to get service 24/7 through business messaging. Make it easy for customers to address questions and issues that may arise after the sale, and they’ll be more likely to come back again.

The key takeaway here is that business messaging isn’t just good for your business. It’s a main ingredient in the secret sauce that can keep your business running successfully. Ready to see Quiq Messaging in action? Request a custom demo.

Why CCW 2025 Is the Must-Attend CX Event of the Year

Posted on June 2, 2025July 10, 2025 Eliza Chisholm

If you’re serious about transforming your customer experience strategy, there’s only one place to be this June – CCW 2025 in Las Vegas. With over 5,000 attendees, hundreds of industry-leading speakers, and groundbreaking AI innovations, it’s more than just a conference. It’s where the future of CX unfolds.

2025 is a pivotal year for customer experience leaders. AI is no longer just a buzzword—it’s a critical tool for delivering superior experiences. And there’s no better place to learn how to harness its power than at the world’s largest customer contact event.

Why CCW Stands Out

What makes CCW the epicenter of CX innovation? Scale, expertise, and groundbreaking insights. This year’s event offers unparalleled opportunities to connect, learn, and grow. Here’s what sets it apart:

Hands-on Demos: Experience cutting-edge advancements in agentic AI, predictive analytics, and AR/VR tools transforming CX.
C-Suite Keynotes: Learn from industry visionaries driving CX transformation at global brands.
Innovation Awards: Celebrate the most impactful tools and strategies shaping the future of CX.

New Highlights for 2025

This year’s event introduces exciting additions, including:

AI-Driven Tracks for Retail and Hospitality: Tailored insights into AI’s evolving role in specific industries.
Agentic AI in Action: See live implementations of automation and human-AI collaboration.

CCW 2025 isn’t just about talking innovation—it’s about seeing it in action.

What You’ll Learn and Why It Matters

Transformational learning is at the heart of CCW, with key themes defining the future of customer experience:

AI + Human Collaboration: Discover how AI can empower teams to focus on high-value work while automation handles repetitive tasks. Take home practical insights to scale personalization and improve efficiency.
Personalization at Scale: Learn how leaders are creating intuitive, memorable customer journeys with real-world success stories.
Contact Center Automation: Explore predictive support and real-time resolution tools to optimize operations and boost satisfaction.

You won’t just hear about the future of CX—you’ll see it in practice. The knowledge you gain could give your business a competitive edge.

Why CX Leaders Can’t Miss This Event

CCW brings together decision-makers across CX, digital transformation, and contact center leadership. It’s a unique opportunity to join conversations shaping the future of customer engagement. You’ll meet VPs of CX, digital transformation heads, senior analysts, and directors from Fortune 500 companies.

Networking Goldmine

From structured networking sessions to informal after-parties, CCW fosters meaningful connections. Whether you’re seeking new vendor recommendations or want to brainstorm with industry peers, CCW delivers.

Quiq at CCW 2025 What You Can’t Miss – Booth #1445

While CCW offers countless opportunities, Booth #1445 is where you’ll experience true innovation in AI-powered CX. Here’s what you can expect at Quiq:

What We’re Showcasing

Exclusive 1-on-1 sessions with CX and AI experts. Whether you’re ready to craft a winning AI-driven strategy or simply want to get up to speed on the latest in agentic AI, we’re here to help. Don’t miss your chance to meet with Mike Zinne, our Chief Experience Officer, or one of our AI for CX specialists to get personalized insights and guidance.
Live Demos of our AI-powered Conversation Studio. Find out how brands like Accor Hotels and Brinks Home are transforming their customer experience through agentic AI.
Immersive Experiences that highlight AR/VR’s potential to revolutionize CX.
Exclusive Giveaways including AR/VR headsets and iconic conference swag.

Why Quiq Leads the Pack

At Quiq, we believe AI can (and should) feel human. Our robust platform enables seamless communication across digital channels, boosting engagement while maintaining your brand’s voice.

Book Your Personalized Session with Quiq Now

Get ahead of the crowd and secure a one-on-one strategy session with a Quiq AI for CX expert. Whether you’re curious about leveraging automation or optimizing your workflows, we’ll arm you with actionable insights tailored to your team’s unique challenges. Book your meeting here.

Make the most of this opportunity by visiting us at Booth #1445 and witnessing how agentic AI can elevate your customer experience. Secure your meeting slot with Quiq today. Your next big CX breakthrough could be just a conversation away.

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