Customer service is evolving, and with it, the demands placed on service agents are rapidly increasing. From managing complex inquiries to delivering personalized, high-quality customer experiences, agents are under constant pressure to perform at their best. This is where Quiq’s Real-Time Agent Assist comes into play. With AI-driven insights, real-time guidance, and cutting-edge automation, this powerful tool doesn’t just support agents—it transforms them into top performers.
In this blog, we’ll explore precisely how Quiq’s real-time agent assist capabilities—part of our overall AI contact center offering—can revolutionize your customer service operations by boosting efficiency, reducing costs, and delighting customers.
Transform agent productivity with real-time AI insights
Agents are at the heart of your customer interactions, and giving them the tools they need to succeed can make all the difference. Quiq’s real-time agent assist AI is designed to empower agents with in-the-moment guidance and actionable insights during live interactions. These agent tools mean faster resolutions, greater confidence, and improved productivity for your team.
With Quiq, agents no longer have to second-guess their responses or scramble to find the right information. Instead, AI steps in to provide precise recommendations and cues at just the right time.
Take action today
Experience the future of customer service firsthand. Get a demo of Quiq’s real-time agent assist offering today and see how it can transform your support team.
AI-powered efficiency for every role, every conversation
Whether it’s advising agents on complex issues, streamlining onboarding, or cutting operational costs, Quiq’s real-time agent assist offering delivers impactful benefits across the board.
Here’s how it works for your business:
1. Optimize decision-making
Equip your agents with real-time insights and recommended actions, enabling them to resolve issues with precision. Whether handling a challenging customer inquiry or upselling products,
Quiq ensures that agents make the best decisions in every interaction. Agents get real-time suggested responses as the conversation progresses, which leverage the same underlying knowledge and systems that power AI agents. Think: knowledge bases, product catalogs, CRM data, and any other data sources that might be helpful in the context of agentic AI systems. AI Assistants don’t just suggest responses; they can also act on an agent’s behalf—like automatically starting a warranty claim, or updating a customer’s flight, without making the agent do the work manually.
2. Streamline training and onboarding
AI-powered coaching is a game changer for new agents. With Quiq, your team gains access to on-the-job guidance that accelerates learning. New hires ramp up faster, while experienced agents refine their skills, creating a consistently high-performing team. New agents get the same great suggested responses and actions that a high-performing human or AI agent would have.
It makes a brand-new agent as good as an AI agent, because they’re working off the same datasets, integrations and responses.
3. Reduce operational costs
Achieve more with fewer resources. Quiq automates routine inquiries and streamlines workflows, freeing up your agents to focus on high-value interactions. This means fewer hiring needs and a leaner operational model. In addition, AI Assistants can gather extra key pieces of data during a conversation, add them to specific ticket fields or append them to a case or conversation, reducing the amount of manual entry an agent has to do.
4. Enhance customer satisfaction
Quiq’s agent-facing AI empowers agents to provide accurate, instant, and personalized support, leading to faster resolutions and happier customers. The result? Higher CSAT scores and stronger customer loyalty. This is done through a combination of response suggestions, real time feedback, and taking action on the agent’s behalf.
5. Insights into agent performance
Quiq’s robust agent analytics give contact center leaders deep insight into how human agents are performing. In our experience, this is critical to ensuring that real-time agent assistance does its job and helps agents in the most effective way possible.
Watch this video to learn how it works >
Key features of real-time agent assist with Quiq
At the core of Quiq’s real-time agent assist lies a suite of innovative features designed for seamless customer interactions. See it in action:
1. In-the-moment guidance and coaching
Built in Quiq’s AI Studio, AI assistants can leverage data from any enterprise system and combine that with conversational context to suggest responses and provide recommendations, or coaching, during a conversation. Agents thrive with support that adapts in real time. Quiq provides targeted coaching during live conversations, using AI to deliver hints, reminders, and workflows tailored to each interaction.
For instance, in a case study with an office supply retailer, Quiq’s assist feature was so effective it allowed associates to get immediate answers to questions 2 out of 3 times. This led to a whopping 68% self-service rate resolution rate.
2. Automated post-conversation summary and analysis
After-conversation work can be a major time sink—but not with Quiq. Using AI-generated summaries, agents can cut down on post-interaction tasks, allowing them to focus on the next customer. Customers get faster service, and agents stay productive.
Importantly, summaries are also available for the agent right when they take over a conversation. For example, if the user has been talking with an AI agent, the human agent will get a summary of the conversation, creating a seamless experience for the end customer.
Beyond summarization, Quiq can also extract key pieces of information and automatically update CRMs or other enterprise systems with the appropriate information.
3. Smart routing and prioritization
Not all customer inquiries are created equal. Quiq’s intelligent routing ensures that inquiries are directed to the best-suited agents based on real-time data like expertise, workload, or customer urgency. This minimizes wait times and optimizes outcomes.
Real results with AI assistants: Office supplier case study
When a leading office supply retailer integrated Quiq’s agent-facing AI Assistant, they saw impressive improvements in just a few weeks.
- Increase in containment rates: 35% (with a 6-month average containment rate of 65%)
- Associates got immediate answers: 2 out of 3 times
- Self-service resolution rate: 68%
- Associate satisfaction with AI: 4.82 out of 5
The AI ensured that each employee was guided toward resolving customer issues promptly while automating laborious and repetitive inquiries. This created a win-win for both customers and the team itself. Read full case study >
Elevate customer support with Quiq’s real-time agent assist offering
Imagine a team where every agent operates at their peak potential, guided by AI that backs their every move. Quiq’s real-time agent assist isn’t just an upgrade for your service department—it’s a revolution that touches every part of your customer experience.
If you’re ready to unlock your agents’ potential and take your customer service to the next level, now is the time to act.
