Key Takeaways
- Say hello to Quiq’s Conversation Analyst. Meet the next evolution in customer experience analytics: an agentic, purpose-built solution now available to transform how you understand and optimize every conversation.
- Generate custom prompts and metrics. Go beyond rigid, out-of-the-box analytics with the ability to create custom prompts and metrics that match your business objectives, ensuring insights are as unique and dynamic as your brand.
- Analyze human and AI agent conversations. Measure and drill into every conversation — whether handled by a human agent, AI agent, or both — on a single, unified platform that delivers a holistic view of your customer interactions.
- Harness the full power of agentic AI. Conversation Analysts are managed in Quiq’s enterprise-grade AI Studio, where they leverage LLM-reasoning capabilities, interpret complex conversational context, and autonomously take action across systems.
Quantitative metrics like first contact resolution, average resolution time, and escalation rate are critical for identifying opportunities to elevate the customer experience. But they only tell part of the story.
Getting the full picture and understanding how to improve the customer experience also requires qualitative insights. Did the customer have to repeat themselves? Was the escalation necessary? Is the issue fully resolved, or is the customer merely contained but still upset?
Unfortunately, answering these types of questions usually requires manual analysis across thousands of individual conversations.
Well, not anymore: Meet Quiq’s Conversation Analysts.
What Is a Conversation Analyst?
Quiq’s Conversation Analyst is the first type of agentic AI analyst built to empower CX leaders to discover custom, actionable insights at speed and scale across human and AI agent conversations. It runs instantly at the end of every Quiq conversation and leverages the full reasoning power of LLMs plus business logic to adapt its analyses based on conversational context and take appropriate next steps, just like a human would.
Conversation Analysts are managed in Quiq’s AI Studio, and all metrics are accessible via Quiq Insights. CX leaders can view them in aggregate, as well as drill down into any AI-generated metric to narrow thousands of conversations into manageable subsets for deeper analysis, all in mere seconds.
“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 resolving 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.”
Measure What Matters to Your Business with Supercharged Qualitative Analysis
Every company is different, yet most AI for CX vendors force their clients to measure success using a limited variety of out-of-the-box, quantitative metrics. Qualitative metrics such as CSAT or NPS are traditionally user-reported, often resulting in biased, incomplete datasets, while solutions that advertise AI-generated options are fixed.
Quiq Insights has always taken these capabilities to the next level by allowing CX teams to configure and customize metrics for their specific channels, funnels, and more. But when we noticed our customers leveraging the flexibility of AI Studio to create AI-generated CSAT score estimates and topics at the end of every conversation, we saw the opportunity to supercharge qualitative analysis in Quiq.
Quiq Conversation Analysts enable CX teams to create totally custom prompts and metrics. You have complete control over metric definitions, measurement criteria, category and topic taxonomy, and rollup reporting. This means insights actually align with how your business operates — not how a vendor thinks you should measure success.
Analyze Both Human and AI Agent Conversations in a Single Platform
In the past, CX teams often had to use separate AI analytics tools to assess AI versus human agent performance. Trying to connect the dots when conversations transfer across channels and/or agents is a highly manual and error-prone process that results in major blind spots.
In contrast, Quiq Conversation Analysts analyze both human and AI agent conversations in a single platform — including those that happen in the same thread. Cost- and time-savings aside, this approach unlocks unmatched visibility that leads to new metrics, more accurate attribution, and unified insights across the entire customer journey.
With Quiq’s Conversation Analyst, CX teams can now discover previously hidden opportunities to optimize crucial human/AI agent intersection points that ultimately impact the end-to-end customer experience. For example, you can:
- Track how well AI agents prepare customers before handoff to humans
- Identify additional automation opportunities
- Spot when human agents contradict AI-provided information
- Highlight when human agents ask AI-escalated customers to repeat themselves
- Measure end-to-end resolution regardless of who handled each turn
- And so much more!
Harness the Full Power of Agentic AI in Quiq’s AI Studio
By now it should be obvious that Quiq Conversation Analysts aren’t just another conversation summary or topic tagging tool. They’re fully agentic AI agents that are built and managed in Quiq’s enterprise-grade AI lifecycle management platform: AI Studio.
We already mentioned Conversational Analysts leverage the full communication and reasoning power of LLMs combined with business logic to contextually understand and analyze complex, nuanced conversations. AI Studio also gives them access to the same knowledge and systems human agents use.
This means they can query knowledge bases and product catalogs to verify claims made by AI or human agents, confirm adherence to procedures or policies, identify content that should have been shared, and spot documentation gaps — all within their analyses. It also means they can autonomously take action on the information and insights they uncover. For example, Conversational Analysts can call an API to send a Slack message to your legal team if a conversation includes a sensitive topic, or update a customer record in your CRM to flag churn-risk signals.
Last but certainly not least, Conversation Analysts come with all the enterprise-grade AI Studio features and functionality Quiq customers have come to know, love, and depend on. These include full “clear box” observability and safe staging with version control and easy rollback, so you can be confident your Conversation Analyst is generating meaningful and accurate insights before launch.
Learn More and Get Started
With Quiq’s Conversation Analysts, CX leaders can get a more custom, complete, and actionable view of their entire customer journey — without spending hours reading through conversations for qualitative insights or connecting the dots across human and AI agent interactions.
The best part? Getting started is easy.
Already a Quiq client? Simply contact your account manager and they can help you take the next step. New to Quiq? All you have to do is book a demo. Want to do more of your own research before taking the plunge? Check out our AI analyst documentation here.
Frequently Asked Questions (FAQs)
What are quantitative vs. qualitative CX metrics?
Quantitative CX metrics provide numerical data, such as resolution times or escalation rates, that measure specific aspects of performance. In contrast, qualitative CX metrics offer deeper context by analyzing the actual content of customer conversations to understand the ‘why’ behind the numbers. Combining both quantitative and qualitative insights is crucial for gaining a complete and actionable view of your customer experience.
What’s an AI Conversation Analyst?
A conversation analyst is an advanced, agentic AI tool designed to help CX leaders efficiently understand customer interactions at a deeper level. Quiq’s Conversation Analyst automatically examines every conversation with both human and AI agents, providing custom, actionable insights with speed and scale. It uses the reasoning power of large language models (LLMs) combined with specific business logic to instantly analyze conversational context, identify opportunities for improvement, and take relevant actions across systems, much like a human analyst would.
What types of insights does a Conversation Analyst provide?
Since Quiq Conversation Analysts allow CX teams to create totally custom prompts and metrics, the possibilities are endless. However, some sample metrics include:
- Appropriate escalation
- Estimated customer effort score
- Intent drift
- Knowledge gaps
- Estimated NPS
- Agent professionalism score
- Risk assessment
- Duplicate information analysis
- Reason for contact
- Estimated CSAT score
How is Quiq’s Conversation Analyst different from typical AI analytics tools?
Most AI analytics tools analyze either AI agent or human agent conversations, forcing CX leaders to run separate analytics stacks and creating blind spots when conversations transfer between channels or agents. Many ship fixed metrics and canned scores that can’t be customized, and teams are told what topics exist rather than defining their own. They can’t trigger actions, vary metrics by scenario, or adapt outputs beyond rigid templates.
In contrast, Quiq’s Conversation Analyst analyzes conversations featuring AI agents, human agents, or both in a single platform. CX teams can customize metrics to their unique industry, policies, goals, and more. Quiq’s AI analyst can adapt and contextually assess complex, nuanced, multi-turn conversations, and take action across third-party systems.
