With current agent assist solutions: a supervisor barges into a call, a pop-up reminds the human agent to verify the account, and a script surfaces the next line to read. Every one of these tools shares two limits: the guidance is fixed, built for a call that goes exactly as expected, and the moment there’s something to actually do, like sending a link or updating a record, the human agent has to go do it themselves, on a different system, while the customer waits.
Voice Assist gives human agents real-time adaptive guidance on live calls and takes action mid-call, all on the same conversation thread.
Guidance that’s agentic, not scripted
Most agent assist tools run on predefined flows. They hold up as long as the customer stays on script, and break the moment they deviate or switch topics. Voice Assist doesn’t work that way, because it isn’t a fixed flow. It’s the same agentic AI Quiq already runs on digital, Process Guides and Verified Intelligence, applied to a live call. Guidance adapts in real time: live transcription, next-best-action suggestions, verbatim disclosure language, and knowledge retrieval, all recalculated as the conversation actually moves, not read off a predetermined script. Every suggestion passes through Verified Intelligence before it reaches the agent, the same check that already runs on chat and SMS, so adaptive doesn’t mean unchecked.
Where Voice Assist actually pulls ahead: it acts
Adaptive guidance solves the rigidity problem. It doesn’t solve the second one: the gap between an agent being told what to do and something actually getting done. This is the part of the category that hasn’t moved. Every competitor tool, no matter how sophisticated the suggestion, ends the same way: the human agent goes and does something about it, on another system, after the call or in a pause during it.
Voice Assist closes that gap. It sends the tracking link, pulls up the order, issues the voucher, on the same thread the call is already part of, while the human agent stays on the phone with the customer.
One conversation, not a channel list
Once the call ends, the human agent is able to continue messaging the customer without missing a beat. They see every prior interaction across channels in one place, the call and every message before and after it, as one conversation record rather than a summary handed between two systems.
Building on existing human agent assist
Voice Assist is a continuation of everything Quiq already does for human agents, strengthened and extended to a channel it hasn’t reached before: the live call.
Quiq’s AI Assistants already give human agents in digital channels real-time next-best-action suggestions, verified before they reach the agent, along with knowledge assist, escalation triggers, and task completion the AI carries out directly. For Quiq customers, AI Assistants drive a 20% decrease in agent conversation time and a 4.82 out of 5 associate satisfaction rate.
Plus, Workspaces gives human agents one unified view across every digital channel, with native CRM embeds and full context carried across every handoff, helping agents handle more conversations, resulting in a 2 to 3x productivity improvement.
Voice Assist takes the power of both, and puts them on a live call.
Why this matters now
Buyers evaluating a new voice assist tool are usually comparing it to a rigid, suggestion-only point solution. Voice Assist is neither. It’s adaptive where competitors are scripted, and it acts where competitors only advise, extended to the voice channel under the same governance.
