A Closer Look

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How A Closer Look cuts repetition and drives efficiency with AI.

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Industry

Customer experience

Location

Dallas, Texas

Website

a-closer-look.com

Challenges

Fragmented and unstructured data , with over 300 client guidelines in varying formats.
Inefficient data systems due to non-standardized PDFs, making AI scaling nearly impossible.
Time-consuming support inquiries for shoppers trying to find small details in lengthy documents.
Repetitive questions from shoppers, such as “How many photos do I need for Client A?”, which human agents routinely answered.
Version control issues, making it difficult to track updates across multiple documents.

Solutions

Quiq partnered with ACL to develop “Ella,” an AI-powered shopper support assistant.
AI-powered data structuring was implemented to convert chaotic PDFs into AI-ready formats.
Advanced data engineering, including complex indexing and search capabilities, was developed to parse unstructured content.
Query-routing mechanisms were introduced to optimize guideline lookups versus broader FAQ searches.
Ella’s development focused on disambiguating initial queries, asking clarifying questions, and expertly dissecting complex issues into manageable sub-tasks.
The AI assistant was engineered to provide short, actionable responses, improve follow-up logic, and allow for real-time monitoring and updates.
Quiq guided ACL through data standardization, addressing fundamental flaws in their data structure.

Data challenges stood in the way of improving operational efficiency.

A Closer Look (ACL) is a leading customer experience consultancy that encountered significant obstacles in managing shopper support, primarily due to fragmented and disorganized data. Non-standardized documents made it nearly impossible to scale AI or agent solutions effectively. With over 300 client guidelines existing in various formats, their capacity for scalability was hampered, effectively blocking potential AI-driven operational efficiency gains.

Shoppers often struggled to find specific details within lengthy documents, placing a heavy burden on the support team. Consequently, human agents spent considerable time answering basic, repetitive inquiries, as efficient self-service resources were lacking.

Empowering shoppers with AI-powered solutions.

Recognizing these fundamental challenges, ACL understood the critical need for a partner capable of addressing these core data issues. They chose to work with Quiq to develop “Ella,” an intelligent AI-powered support tool aimed at revolutionizing their operations.

Quiq’s approach involved not just cleaning data, but completely restructuring it with intelligent automation while ensuring scalability. Key innovations included complex indexing and search systems to parse unstructured PDF content, query-routing mechanisms to optimize guideline lookups, and eliminating “hallucinations” in AI responses.

Ella was designed to handle shopper inquiries in real-time, freeing human agents for higher-value tasks. The AI assistant can now intelligently assess questions, determining if they relate to a specific shop, general information, or the best course of action given specific requirements. This multi-stage processing allows Ella to deliver highly effective troubleshooting and assistance.

The Quiq gist: AI drives efficiency to another level.

Quiq enabled A Closer Look to achieve:

24/7 query management: Ella provides instant, accurate responses, eliminating wait times.
Reduced repetitive workload: Human agents focus on strategic tasks, freed from mundane inquiries.
Improved workflows: Ella connects seamlessly to ACL’s proprietary platforms, enabling advanced automation.

“At A Closer Look, we believe in making work more purposeful. Ella is proof that AI, supported by the right data, can enhance the workforce by freeing people from the mundane and letting them focus on what truly matters.”

Rachael Paradiso

Product Operations Manager