Agentic AI Analysts

An AI Analyst is a tool that automatically reviews and scores every customer conversation instead of a small sample. Quiq’s AI Analysts evaluate 100% of interactions across both AI agents and human agents, measuring outcomes like CSAT, resolution quality, and compliance against metrics you define. Unlike traditional QA tools that stop at reporting, Quiq’s AI Analysts can act on what they find: updating a CRM record, flagging a churn risk, or alerting a manager, without waiting for someone to review a spreadsheet first. For CX leaders managing high volumes of conversations, this replaces manual sampling with a complete, ongoing picture of what’s happening in customer interactions.

Most QA programs sample a small percentage of conversations, often less than 5%, because manual review doesn’t scale. Quiq’s AI Analysts score every conversation across every channel, so nothing goes unreviewed. The bigger difference is what happens after the score: traditional tools produce a report; Quiq’s AI Analysts can trigger a workflow automatically, like updating a CRM field or sending a manager alert, based on what they find. You also define your own metrics and taxonomy rather than working within a vendor’s preset categories, so scoring reflects the language and priorities your business uses.

Yes. Quiq’s AI Analysts evaluate interactions handled by AI Agents, human agents, or both in the same conversation, using the same custom metrics across the board. That matters for CX leaders comparing quality or consistency between AI and human-handled conversations, since it removes the need for separate QA processes for each channel or agent type. Panasonic, for example, uses Quiq’s AI Analysts as part of an AI Agent deployment that reached a 75-point net promoter score (read the Panasonic case study). Reviewing all conversation types in one system also makes it easier to spot where AI should handle more, or where a human agent still does something better.

Quiq’s AI Analysts can trigger workflows based on what they find in a conversation, not just report on it. Examples include updating a CRM record, flagging a potential churn risk, sending a manager an alert, or routing a conversation for follow-up. Because these actions run on the same guardrails and integrations as Quiq’s AI Agents, they connect directly to the business systems you already use rather than requiring a separate automation layer. This turns quality management from something a team reviews after the fact into something that changes what happens next, in near real time.

Yes. Quiq’s AI Analysts let you define your own KPIs, criteria, and taxonomy rather than forcing you into a vendor’s fixed set of categories. This includes support for knowledge gap reporting and claim verification reporting, so you can pinpoint exactly where your knowledge base is missing information or where an AI Agent’s answers don’t match your grounded data. Because the metrics run on every conversation rather than a sample, you get consistent measurement of the things that matter most to your business, without needing a separate BI tool to make sense of the results.