Molekule boosts automated resolution by 50% across customer support.
Up from 40% baseline
Higher automated query handling
Automated responses reduce agent involvement
Molekule wanted to modernize its customer experience but ran into the limits of traditional support channels. Customers expected faster, more personalized responses, while support teams needed to manage a wide range of inquiries efficiently. Existing systems made it hard to deliver conversational support at scale across web and mobile channels.
Quiq deployed an AI assistant powered by a Large Language Model to deliver conversational support across web chat and messaging. The assistant understands customer intent, pulls relevant information from the knowledge base, and generates accurate responses. It also improves over time through feedback loops that refine content and increase response accuracy.
Customers now get faster, more relevant responses across channels without waiting for a live agent. The AI assistant handles a significant portion of inquiries, improving resolution rates and reducing manual support effort. Molekule also has visibility into how the assistant is performing, making it easier to improve responses and content over time.
The Challenge
Customer interactions were primarily handled through traditional support channels, making it difficult to deliver fast and personalized responses at scale. As customer expectations evolved, Molekule needed to provide more modern, conversational experiences across both web and mobile platforms.
At the same time, managing a wide range of inquiries — from product questions to troubleshooting — required significant manual effort. This limited the team’s ability to respond quickly and consistently while maintaining a high-quality customer experience.
How Quiq was deployed
Quiq implemented an AI-powered assistant designed to handle customer conversations across multiple channels.
The system enables:
- Conversational support across web chat and messaging platforms
- Retrieval of relevant information from the knowledge base
- Automated responses for common customer inquiries
- Continuous improvement through feedback loops and analytics
Molekule also extended the assistant into Apple Messages for Business and Google Business Messages to meet customers on preferred mobile platforms.
How the experience works
Customers interact with Molekule through messaging channels to ask questions, troubleshoot issues, or learn about products.
The AI assistant understands the context of each request and delivers relevant answers in real time. It can handle multi-part questions, provide relevant answers, and surface helpful resources without requiring customers to search through documentation.
If needed, interactions can transition to human agents with the necessary context, ensuring continuity in the experience.
How teams use it
The AI assistant changes how Molekule’s support team manages customer interactions.
Routine inquiries are handled automatically, reducing the need for manual responses. Teams can focus on more complex issues while relying on the assistant to provide consistent answers across channels.
The feedback loop between AI and content allows teams to identify gaps in knowledge and continuously improve response accuracy. Analytics dashboards provide visibility into performance, helping teams refine workflows and optimize customer experience over time.
What changed after launch
Customer support shifted toward scalable, AI-driven interactions across channels.
• More inquiries are resolved through automated responses
• Customers receive faster and more relevant answers
• Support teams focus on higher-complexity interactions
• Knowledge and response accuracy improve over time
Results/ROI
Molekule improved both customer experience and operational performance with AI-powered messaging:
- Resolution rate increased from 40% to 60%
- CSAT improved by 42% from baseline
- Automated responses handle common inquiries
- Continuous feedback loop improves accuracy and content quality
