Quiq, the enterprise-grade leader in agentic AI for customer experience (CX), has unveiled Conversation Analyst, a new AI-powered Quality Management solution designed to transform how organizations understand and improve every customer interaction.

By combining agentic AI intelligence with real-time analytics, Conversation Analyst evaluates both AI and human-led conversations across voice, web chat, SMS, and popular messaging channels such as Apple Messages for Business and WhatsApp. The system delivers actionable insights at scale, turning customer conversations into measurable performance data.

Redefining Quality Management Through AI

Unlike traditional tools that rely on manual sampling or post-interaction surveys, Conversation Analyst analyzes 100% of interactions, surfacing insights that CX teams can act on immediately. The platform allows companies to set custom prompts and metrics, offering a detailed, context-aware understanding of customer journeys.

Teams can use these insights to enhance empathy, compliance, and resolution efficiency—or even configure the system to automatically trigger actions, such as flagging policy violations or initiating follow-up processes.

“At Spirit, Quiq’s Conversation Analyst has become a critical part of how we operate,” said Vanessa Hardy-Bowen, Director of Guest Care and Contact Centers at Spirit Airlines. “It gives us real-time visibility into how both our human and AI agents handle conversations, not just compliance checks, but identifying issues with care and empathy. It’s helped us operate smarter and more proactively while elevating what great guest care should feel like.”

From Surveys to AI-Generated Insight

For years, CX teams have relied on self-reported metrics such as CSAT and NPS, often incomplete or biased. Conversation Analyst changes the game by automating qualitative measurement. It generates consistent, AI-driven insights for every interaction—transforming subjective feedback into reliable, data-backed metrics.

Results can be viewed by individual conversation, agent, or team, allowing leaders to pinpoint patterns and understand the “why” behind performance shifts in seconds.

“CX leaders have been held back by incomplete analytics and forced to guess what truly matters,” said Mike Myer, Founder and CEO of Quiq. “Conversation Analyst lets them ‘hear’ every voice completely. This isn’t just data—it’s agentic AI that uncovers subtle but profound insights and turns them into immediate, impactful actions.”

A New Era of AI-Driven CX Intelligence

Conversation Analyst ensures no customer voice goes unheard and no critical insight is overlooked. By bridging analysis and action, the platform enables organizations to detect issues before they escalate, personalize engagement, and continuously improve service quality.

The result: faster resolutions, smarter operations, and stronger customer loyalty—all powered by agentic AI that learns and adapts at scale.

With Conversation Analyst, Quiq is once again setting the benchmark for AI-driven CX transformation, proving that the future of customer service lies in intelligent systems that don’t just analyze—but act.

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