Key Takeaways
- Empowering Human Agents: Quiq’s AI Assistants bridge the gap between advanced customer-facing AI and human agent tools, providing human agents with the same “AI superpowers” as their AI counterparts.
- Integrated & Dynamic Capabilities: Unlike fragmented basic copilots, Quiq’s AI Assistants offer a unified solution for contextual response suggestions, workflow automation, and adaptive coaching, all working simultaneously and dynamically with shared context.
- Sophisticated Conversation Handling: They leverage “Process Guides” for agentic reasoning, allowing adaptation to complex, evolving conversations, and support rich messaging for enhanced customer interaction.
- Enterprise-Grade Foundation: Built on Quiq’s robust AI Studio, ensuring seamless integration with existing systems, full observability, version control, and multi-language support for enterprise environments.
- Streamlined Agent Workflow: By adapting in real-time, executing workflows, and updating suggestions, the AI Assistants eliminate manual connecting-the-dots, allowing agents to focus on complex customer needs.
Much of the market focus and excitement centers on customer-facing AI agents that automate conversations end-to-end without human involvement, and rightly so. But when conversations require human involvement (whether due to complexity, sensitivity, or customer preference), those agents are often stuck with woefully inadequate tools.
Basic copilots offer human agents simple summaries, rigid coaching, or single-turn response suggestions. Meanwhile, your AI agents leverage agentic reasoning, access real-time system data, and adapt dynamically to conversation context. Why should your human agents settle for less?
They shouldn’t. Meet Quiq’s AI Assistants.
What is an AI Assistant?
Quiq’s AI Assistants are AI-powered sidekicks that work alongside human agents in real-time. They integrate seamlessly into Quiq’s Digital Engagement Center, and provide three core capabilities:
- Suggest contextual responses that adapt as conversations evolve and feature rich messaging elements, like carousels for more engaging product recommendations.
- Automate workflows and take action on behalf of the agent, like starting a return, or updating info in a CRM.
- Provide adaptive coaching and guidance based on best practices.
Here’s what makes them different: Unlike basic copilots where these capabilities work in isolation, often as three separate products, AI Assistants do all three simultaneously and dynamically. They’re all part of the same Assistant, so they adapt together in real-time as conversations evolve.
When a workflow executes mid-conversation, the suggested response automatically updates to incorporate that information. When the conversation context shifts, the coaching adapts accordingly. Everything stays synchronized because it’s all powered by the same underlying intelligence.
“We love how much Quiq’s agentic AI Assistant empowers our human agents by giving them real-time response suggestions and recommendations for next best actions,” says Eugen Majeri, Digital Experience Manager at Panasonic Europe. “When our customers need to talk to a human agent, the experience for everyone involved feels nearly effortless. By integrating agent-facing AI, we’ve empowered our teams to focus on what they do best—building meaningful connections with customers—while the AI handles the heavy lifting in the background.”
AI Assistants Adapt to Complex Conversations
Basic copilots are limited to simple, isolated tasks: suggesting a single response based on the customer’s last message or providing static coaching scripts. This creates a fragmented experience where agents must manually connect the dots across multiple tools and conversation turns.
Quiq AI Assistants deliver three key advantages that enable them to adapt to complex, real-world conversations:
- All three capabilities in one.
Because suggested responses, automated actions, and coaching are all part of the same assistant (not separate products or features), they share context and update together. When an action executes, the response suggestion reflects it. When coaching is provided, actions and responses align with it. This unified approach eliminates the fragmentation of traditional copilot tools.
- Process Guides for agentic reasoning.
AI Assistants use Process Guides: sets of instructions, best practices, and tools that provide goal-focused guidance, rather than rigid if/then rules. An AI Assistant might leverage multiple Process Guides (for example, one for returns, one for sales, one for troubleshooting), dynamically selecting and transitioning between them as conversations evolve. Process Guides come with business process-informed guardrails, ensuring AI Assistants stay in compliance while reasoning autonomously across entire workflows.
- Full rich messaging support.
AI Assistants can suggest dynamic carousels of products or service options, catalog messages for complex flows like user authentication, and interactive buttons that advance conversations efficiently. These aren’t static templates: they’re intelligently recommended at the right moment based on conversation context and Process Guide logic. Learn more about rich messaging.
Built on Quiq’s Enterprise-grade AI Studio
AI assistants are fully agentic, built and managed in Quiq’s enterprise-grade AI lifecycle management platform, AI Studio, which is the same platform you use to build customer-facing AI Agents and AI Services.
I already mentioned AI Assistants leverage the full reasoning power of LLMs combined with business logic through Process Guides to contextually understand and respond to complex conversations. AI Studio also gives them access to the same knowledge and systems your AI agents and human agents use. This means you don’t need to redo any integration work, and your Assistants can build on the existing APIs and integrations already in place. One AI Assistant can also leverage multiple knowledge bases or product catalogs, overcoming potential data complexity.
And with Quiq, AI Assistants integrate directly into the Digital Engagement Center. This gives you ultimate flexibility and control over deployment: you can use different AI Assistants for different teams, queues, or customer segments; or build one to handle all your use cases. AI Assistants natively support Quiq Translate, meaning they can serve customers in all languages, while your human agent can still ensure they understand exactly what they’re sending. And because the Digital Engagement Center can be embedded directly into all major CRMs, it’s easy to bring the power of AI Assistants to wherever your agents are.
Last but certainly not least, AI Assistants come with all the enterprise-grade AI Studio features and functionality Quiq customers have come to know, love, and depend on. These include reusable test sets based on real conversations, full “clear box” observability into exactly why suggestions were made, and safe staging with version control and easy rollback, so you can be confident your AI Assistant is providing accurate suggestions and guidance before launch.
Learn More and Get Started with Quiq’s AI Assistants
AI Assistants represent a fundamental shift in how you support your human agents. By giving them the same agentic AI capabilities as your AI Agents, you create a unified, intelligent customer experience across every touchpoint.
The best part? Getting started is easy.
If you’re already a Quiq client, simply contact your Customer Success 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 Assistants documentation here.
Frequently Asked Questions (FAQs)
What are Quiq’s AI Assistants for human agents?
Quiq’s AI Assistants are AI-powered sidekicks that work alongside human agents in real-time within a Digital Engagement Center. They provide integrated contextual response suggestions, workflow automation, and adaptive coaching to empower human customer service agents.
How do Quiq’s AI Assistants differ from basic copilots or agent assist tools?
Unlike basic copilots that offer fragmented, isolated tools, Quiq’s AI Assistants unify contextual response suggestions, workflow automation, and adaptive coaching into a single, dynamic system. They share context and adapt simultaneously in real-time as conversations evolve, providing a seamless experience for human agents.
What can AI Assistants do?
Quiq’s AI Assistants offer three core capabilities: suggesting contextual responses with rich messaging elements, automating workflows and actions (e.g., starting returns, updating CRM), and providing adaptive coaching and guidance based on best practices.
How do Quiq’s AI Assistants handle complex customer service conversations?
Quiq’s AI Assistants adapt to complex conversations by having all capabilities (responses, actions, coaching) unified, leveraging “Process Guides” for agentic reasoning with business logic and guardrails, and supporting full rich messaging (carousels, interactive buttons) that updates dynamically.
Can you explain how AI Assistants work with “Process Guides”?
Of course! Process Guides are sets of instructions, best practices, and tools that provide goal-focused guidance for Quiq’s AI Assistants. They enable agentic reasoning, allowing the AI to dynamically select and transition between workflows (e.g., returns, sales, troubleshooting) while staying compliant with business rules.
Do Quiq’s AI Assistants integrate with existing CRM systems and knowledge bases?
Yes, Quiq’s AI Assistants are built on Quiq’s AI Studio, giving them access to the same knowledge and systems as customer-facing AI agents. They integrate directly into the Quiq Digital Engagement Center, which can be embedded into major CRMs like Salesforce, leveraging existing APIs and integrations.
Can Quiq’s AI Assistants support multiple languages for global customer service?
Yes, Quiq’s AI Assistants natively support Quiq Translate. This enables them to serve customers in all languages, while still allowing the human agent to understand and oversee the communication effectively.
What enterprise-grade features are included with Quiq’s AI Assistants?
Quiq’s AI Assistants come with enterprise-grade features from AI Studio, including reusable test sets, full “clear box” observability into AI suggestions, and safe staging with version control and easy rollback for confident deployment.
