Participating in AI Demo Days with AmplifAI was a unique opportunity to step back, survey the rapid evolution of contact centers, and connect with fellow leaders who are shaping the future of customer experience with AI.
As the representative from Quiq, I was honored to join three other innovative companies to discuss the four main categories of AI driving change in our industry. Let me walk you through my personal reflections on the panel discussion and share some highlights from my Quiq demo.
What Makes Contact Center AI Indispensable Today?
The panel kicked off with a lively exploration of pivotal categories of contact center AI. Each organization brought a different perspective, but we were all united in a simple truth: AI is no longer optional—it’s becoming the engine of smarter, faster, more effective customer service, and you need a comprehensive strategy.
Here’s how I see the landscape:
Agentic AI, the heart of what we’re building at Quiq, goes beyond basic automation. It’s about empowering agents to handle sophisticated, nuanced customer conversations. With our cognitive reasoning engine, we aim to put true intelligence in the hands of AI agents—helping them resolve issues without the frustration of restrictive decision-tree scripts.
When agents are elevated in this way, they’re free to focus on what really matters: creating value and building customer loyalty.
On the panel, I emphasized how data-driven AI tools are refocusing performance management in contact centers. With the right system, you can surface actionable insights, tailor coaching strategies, and enable continuous improvement. Automated quality assurance and targeted coaching mean human and agentic agents receive the right feedback at the right time—driving measurable business outcomes.
At every turn, the panel made it clear: efficiency, empowerment, and scalability are within reach for those ready to embrace intelligent solutions.
Recapping My Quiq Demo
After the panel, I had the pleasure of showing attendees how Quiq’s agentic AI delivers on these promises in a real-world scenario with Quiq customer, Roku. If you missed it, you can watch it here:
Let me break down the key elements from my demo:
1. Built on Cognitive Reasoning
At the core of Quiq’s platform is a cognitive reasoning engine—something I’m incredibly passionate about. Unlike legacy Conversational AI that forces both agents and customers into rigid paths with if/then/else logic, our agentic system thinks in real time and adapts to the unpredictable nature of actual customer conversations.
During the Roku demo, I highlighted how our AI can instantly adjust to seek more information when a customer doesn’t provide issue context or remains vague. The AI maintains the context of the conversation even as I jump around topics, asking different questions, since it can reason through a discussion.
2. Simplifying Complex Interactions with Process Guides
My favorite part of the demo was showing how Quiq shines when things get complicated with agentic AI using what we call Process Guides.
Whether it’s a multi-step service issue or a customer jumping between channels, Quiq sticks to the company’s business logic and SOPs, while simultaneously mirroring the flexibility and empathy of human conversation via the reasoning mentioned above.
I showed how our work with Roku is doing exactly that: helping customers get answers with greater personalization and far less friction.
Why I Believe Now Is the Time for AI
Wrapping up my session, I have one simple, actionable recommendation: start simple and focus on solving a core challenge. You don’t need to overhaul your operations in one go. With Quiq’s easy onboarding and flexible architecture, it’s possible to realize quick wins while building toward long-term value.
Events like AI Demo Days inspire me, not just because of the technology on display, but because of the clear vision for the future they help create. If you’re serious about elevating your contact center, I encourage you to see Quiq’s agentic AI for yourself.
