Quiq

05/29/2026

Here's what conversational AI in healthcare is NOT:

❌ A way to eliminate clinical staff
❌ A chatbot that traps patients in frustrating loops
❌ A shortcut that sacrifices patient safety for efficiency

Here's what it actually is:

✅ A tool that handles the repetitive administrative work, so nurses and front desk staff can focus on the patients in front of them
✅ A 24/7 support system that knows when to hand off to a human — and does it gracefully, with full context
✅ A force multiplier for care teams that are already stretched thin

The best conversational AI in healthcare doesn't replace human judgment. It protects it — by making sure clinicians aren't burning hours on appointment confirmations and insurance questions when their expertise is needed elsewhere.

We broke down how health systems are deploying conversational AI responsibly, what HIPAA-compliant implementation actually looks like, and where the technology genuinely moves the needle on patient outcomes.

Because in healthcare, "good enough" AI isn't good enough.

Read the full guide: https://bit.ly/4mmyThD

05/28/2026

Is SMS holding your brand back? 📱

Standard text messaging lacks the trust and branding that modern travelers demand. We sat down with Carter Calle, Director of Messaging at IHG Hotels & Resorts, to discuss why they’ve moved beyond the "archaic" feel of basic SMS.

As Carter puts it:

"SMS was an easy place to start, but pretty quickly, we realized its limitations, the biggest being that the interactions are happening on a short code that has no IHG branding. That doesn't inspire customer confidence. It's also hard to go back and find interactions because you don't necessary remember that a 6-digit code was your conversation with IHG."

By leveraging Quiq to deploy RCS, Apple Messaging for Business, and WhatsApp, IHG has replaced gray bubbles with rich, trustworthy, and graphic-driven conversations.

Watch the breakdown: https://www.youtube.com/watch?v=WoAEoDKsvMQ

05/27/2026

Executives make four pivotal decisions that determine whether a Voice AI implementation succeeds or fails:

1️⃣ Determine key stakeholders
2️⃣ Identify priority use cases
3️⃣ Set testing parameters
4️⃣ Establish success metrics

Our new 4-decision executive framework dives into each of these decisions and features proven advice from Quiq’s own highly experienced AI Engineers.

https://bit.ly/4dpz6h6 👀

A step-by-step framework for deploying Voice AI in your contact center—covering stakeholders, use case prioritization, testing, and success metrics.

05/27/2026

Most Voice AI demos sound flawless. But there is a massive difference between a system that can deflect a simple FAQ and an AI Agent that can autonomously resolve a complex customer issue.

If your Voice AI cannot reason through a compound request—like handling a reservation reschedule, an address change, and a rush fee all in one breath—you are not deploying an AI Agent.

You are deploying rigid, scripted automation with a shiny layer on top.

The result? Frustrated customers, high escalation rates, and a compromised brand reputation.

Enterprises need to trust AI with their brand. You need AI that learns your workflows and executes like your best agent, giving you full visibility into every decision it makes so you maintain control.

We do not just respond; we resolve.

Do not let demo polish mask production reality. We built a strategic framework to help you separate demo-ready bots from production-ready agentic AI.

Download our Enterprise Voice AI Evaluation Guide to see the exact architectural requirements and questions you should be asking vendors before you buy: https://bit.ly/4bgsE9N

05/26/2026

Containment rate gets a lot of attention as an AI success metric because it's easy to calculate. But a contained conversation where the customer left frustrated is not a win, and a conversation that escalated to an agent but ended with a resolved issue is not a failure.

The metric that tends to matter most to the CX leaders we work with is whether the customer got what they needed — and how much of the work the AI was able to do along the way.

Those two things together tell you more than containment rate alone ever will.

05/25/2026

There's a massive difference between a rule-based chatbot and true conversational AI — and retailers who don't know the difference are paying for it in abandoned carts, repeat contacts, and churned customers.

Here's the real gap:

❌ Basic chatbots deflect. They tell a customer *how* to initiate a return.
✅ Conversational AI resolves. It *processes* the return, generates the shipping label, and confirms the refund — all in the same conversation.

The shift from deflection to resolution is where customer loyalty is won or lost.

And that's just one of 8 ways conversational AI is transforming retail CX right now — from proactive cart recovery to post-purchase support that reaches customers *before* they have to ask.

If you're evaluating AI for your retail experience (or wondering if what you have is actually working), this is worth a read. 👇

🔗 https://bit.ly/3QuGpei

05/22/2026

Voice calls are often a black box for customer insights. But they hold your highest-intent buyers.
A major North American office supply retailer transformed their phone channel from an opaque cost center into a measurable revenue engine using agentic Voice AI.

They did not just automate routine answers. They captured structured data from every interaction to drive targeted follow-ups and seasonal planning.

The impact of this seamless integration is clear:
- 51% of voice sales inquiries converted into confirmed orders
- Deep visibility into customer intent and emerging trends
- Store associates empowered to focus entirely on the in-store customer journey

See how we partner with CX leaders to innovate safely and optimize support costs. Download the full case study to explore the exact strategy: https://bit.ly/4lkLp0s

05/21/2026

Customers don't think about which channel they're using. They think about whether their problem got solved.

That sounds obvious, but most CX infrastructure is still built around channels as separate systems. Different queues, different reporting, different handoff logic. An agent picking up a conversation that started on Instagram and moved to SMS has to piece together context that should already be there.

The companies getting this right have stopped treating omnichannel as a feature and started treating it as a baseline requirement.

The channel is just where the conversation happens. What matters is whether the full context travels with it.

05/20/2026

Philip Kolterman, SVP and CIO at Brinks Home, didn't just approve a tech rollout. He articulated a philosophy.

"Customers want to interact with their service providers in an asynchronous environment. It gives them flexibility while reducing friction."

That conviction — that customers shouldn't be forced to sit on hold — shaped every decision that followed. SMS payments. AI-guided troubleshooting. Virtual Help Center assistants. All of it flows from a single, clear point of view about what customers actually want.

This is what separates transformations that stick from ones that stall: leadership that's aligned on the why before committing to the how.

Three years later, Brinks Home went from 12% to 60% digital transactions. That doesn't happen without an executive team rowing in the same direction.

Transformation is a strategy problem before it's a technology problem.

Get the Brinks Home case study here: https://ow.ly/Kpbw50YnjTt

Brinks Home relied heavily on phone-based support, creating bottlenecks during peak demand and limiting how much the team could scale. Agents handled repetitive inquiries and manual escalations, driving up operational costs. Digital engagement options were limited, and customer satisfaction suffered...

05/19/2026

Today, we launched the new Quiq brand.

New logo. New design. New website. And a clearer articulation of what we've built and why it matters.

This is a visible expression of three things we believe deeply about how enterprise AI CX should work:

1. One continuous conversation. Voice, chat, SMS, human agents — one unbroken thread. Customers never repeat themselves. Context never breaks.

2. AI you can see. Every decision is visible. Every guardrail is configurable. Full audit trail. No black box. In regulated industries, this isn't optional — it's the only way AI can be trusted at scale.

3. Your brand intelligence, amplified. We scale your workflows, your SOPs, your voice — not generic templates. That's why we win POCs.

These have always been true about Quiq. We just made them a lot harder to miss.

Check it out for yourself 👉 quiq.com
And get our CMO Jen Grant's thoughts on our rebrand here: https://quiq.com/blog/why-we-rebranded/