Quiq launches Voice AI & rebrand for customer service

Quiq has launched Voice AI and introduced a new brand identity, expanding its customer service software across voice and messaging.

The update is aimed at businesses moving beyond limited artificial intelligence trials into broader operational use. Quiq described a market in which customer service teams are trying to connect interactions across chat, SMS and voice while maintaining oversight of how automated systems make decisions.

Voice AI extends the platform into live voice conversations. Customers can switch between voice and messaging without losing the context of an interaction, while human agents receive the full history if a case is escalated.

The same configurable rules apply across both voice and digital exchanges, giving businesses one system for automated and human-led service rather than separate tools for different channels.

Quiq said its software is already being used in production by companies in retail, hospitality and consumer services. Users are applying it to reduce the cost of handling customer contacts, increase revenue and improve customer satisfaction in day-to-day operations.

One example involved a global retailer using a single artificial intelligence agent across four brands, seven countries and four communication channels at the same time. According to Quiq, the system adapts to different brand voices, languages and customer histories during those interactions.

Market shift

The launch comes as software providers try to show that artificial intelligence tools can support day-to-day customer service without losing continuity between channels. For larger organisations, a key question is whether automated systems can work across multiple brands, geographies and compliance regimes while remaining understandable to managers and staff.

Quiq said its platform is designed to bring together voice, messaging and human agents in a coordinated system. It argued that many existing customer experience systems remain fragmented, causing context to be lost as customers move from one channel to another.

The rebrand is intended to reflect that shift in how customer service software is being sold. Rather than positioning it as a visual refresh, Quiq linked it to broader changes in customer experience operations as artificial intelligence moves from experimentation to wider deployment.

Jen Grant, Chief Marketing Officer at Quiq, said the challenge for companies is to make complex systems appear simple to customers while retaining control behind the scenes.

"Customers expect interactions to feel simple, but delivering that in real-world operations is incredibly complex," said Jen Grant, Chief Marketing Officer, Quiq.

"The real challenge is getting AI to work through the entire customer experience in a way that is reliable, understandable, and under control, which is where the market is heading," Grant said.

Broader context

Customer service has become one of the most active areas for commercial artificial intelligence deployment, as businesses seek to automate routine enquiries while keeping human agents focused on more complex cases. Yet many organisations still face practical hurdles in connecting systems built separately for telephone support, messaging apps and web chat.

That has created an opportunity for software groups promising a single view of customer interactions and a common layer of governance for automated decisions. For larger brands, the appeal lies not only in efficiency but also in maintaining consistency across regions, languages and channels.

Quiq said more than 150 global brands use its platform. The company lists customers including Roku, IHG Hotels & Resorts, West Elm, Brex, Panasonic, Urban Outfitters, Anthropologie and Brinks Home.

The latest move also follows earlier efforts to raise its leadership profile, including the appointment of Grant as Chief Marketing Officer. Quiq is now placing greater emphasis on how its software manages connected customer journeys from first contact through to resolution.

In outlining its direction, Quiq said it would continue to invest in visibility into artificial intelligence performance, coordination between automated and human agents, and more dependable execution in each interaction. Customer experience teams, it said, are increasingly looking beyond isolated automation tools towards systems that can handle full customer journeys while maintaining oversight and trust.