The platform distinguishes itself by moving beyond static suggestions. While traditional tools rely on rigid flowcharts that often break when a customer changes the subject, Quiq’s system adapts dynamically. It utilizes the same Process Guides and Verified Intelligence guardrails already deployed across its digital chat, SMS, and email channels. This ensures that every AI-generated suggestion undergoes strict verification before being presented to the agent or executed on the customer’s behalf.
Quiq expands agentic AI to live voice calls with real-time execution
Most voice-assistance software stops at scripted prompts, leaving agents to manually execute the tasks discussed during a call. Quiq is changing that dynamic with Voice Assist, a new platform extension that not only guides employees in real time but actively performs customer-facing actions while the conversation remains live.
What sets this apart from existing market solutions is the ability to close the loop between advice and action. During a live call, the AI can independently send order details, tracking links, or digital vouchers directly into the conversation thread. This capability allows human agents to focus on the customer experience rather than toggling between disconnected software windows. CEO Mike Myer noted that while many vendors can suggest answers, the true challenge lies in executing tasks without interrupting the flow of the conversation. Customers currently using the platform’s digital features have reported a 20% reduction in average handle time and high satisfaction scores, a success rate the company expects to replicate as it brings this agentic model to voice interactions.
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