Quiq

07/02/2026

What if AI on your website could double the number of visitors clicking "Book Now"?

That's exactly what happened when Accor Group deployed an AI assistant across four of its Rixos properties.

By using LLMs to measure and understand customer intent, Quiq helped Accor identify a direct link between quality AI conversations and booking click-outs — achieving a 2x increase in intent-to-book.

Here's what's often overlooked: a guest who gets a confident, helpful answer about amenities, room types, or activities is a guest who no longer has a reason to hesitate.

Friction removed = conversion unlocked.

This is the new conversion funnel for hotels: Awareness → Question → Confident Answer → Booking.

Is your AI assistant equipped to close that loop?

06/29/2026

The #1 customer service question in retail is: "Where is my order?"

Industry folks call it WISMO — and it eats up an enormous share of support agent time, despite being completely predictable and entirely resolvable without a human.

This is exactly where conversational AI changes the game for retailers.

Not by pointing customers to a FAQ page. But by actually *resolving* the issue — pulling live order data, updating a shipping address, initiating a return — all within the same conversation, across whatever channel the customer is on.

The retailers winning on CX right now are going beyond automation to deliver the kind of seamless, context-aware experience that used to require a full team of skilled associates.

We broke down 8 specific ways conversational AI is being deployed across the retail customer journey — from personalized product discovery to proactive post-purchase outreach. Highly recommend if you're in retail, CX, or digital transformation.

🔗 https://bit.ly/3QuGpei

Key Takeaways In this article, I’ll walk you through exactly how conversational AI in retail is transforming the customer experience — from instant support and personalized product discovery to proactive post-purchase support. Whether you’re evaluating AI for the first time or looking to expan...

06/25/2026

What happens when your fastest-growing channel is also your most efficient? 📈

For IHG Hotels & Resorts, the shift from voice to messaging wasn't just about modernizing—it was about meeting a massive, global demand for convenience.

Carter Calle, Director of Messaging at IHG, highlights how the "Messaging First" strategy is paying off:

"I don't know of another way to establish an IHG branded beachhead on someone's device than to start with a conversation coming from Search. People would kill to have that. It makes it so easy to find conversations...this is another reason I think we'll continue to see growth in the channel: because we'll see a lot more repeat utilization now that we've made it easy for the customers to find it."

By using Quiq to scale across RCS, Apple Messaging, and WhatsApp, IHG is handling more volume with higher guest satisfaction, proving that great CX and operational efficiency go hand-in-hand.

Watch the full clip: https://www.youtube.com/watch?v=vniuAfI0Azs

06/24/2026

Hot take: your AI's tone drift is a governance problem.

Without strict brand voice guidelines baked into the system, generative AI drifts. One conversation, it sounds like your best agent. The next, it sounds like nobody you'd ever hire.

At scale, that inconsistency quietly erodes brand trust.

The fix comes down to treating voice governance like compliance — because at enterprise scale, it basically is.

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Key takeaways Conversational AI design is the practice of shaping how people and AI systems talk to each other. It blends psychology, UX, and linguistics to create chatbots and voice agents that feel natural rather than robotic. The discipline focuses on intent recognition, consistent persona, and c...

06/19/2026

Why the world’s biggest hotel brands are retiring the "hold" button.

"RCS is quickly becoming our fastest-growing channel." — Carter Calle, Director of Messaging at IHG Hotels & Resorts.

By shifting from traditional IVR and phone calls to a messaging-first strategy powered by Quiq, IHG is meeting guests on their terms. The result? Lower friction, higher engagement, and a scalable global support model that works across RCS, Apple Messaging, and WhatsApp.

Watch how IHG is redefining guest engagement: 🔗 https://www.youtube.com/watch?v=DfTm5jLNsDY

06/17/2026

A policyholder starts a claim on the website, switches to SMS because they're heading out, then calls in later to follow up. Three channels. One conversation or three separate ones, depending on the platform.

Most insurers are running the three-separate-conversations version. The policyholder repeats their story each time, the agent has no record of what's already been discussed, and the whole interaction takes longer than it should.

Carriers building toward a single continuous conversation, where context carries across channels and from AI to human agent, are solving a problem that has less to do with AI capability than with how their systems talk to each other. The AI needs access to the same interaction history regardless of where the conversation is happening.

There's a full breakdown of how insurers are approaching this, along with the other top use cases in 2026, at the link below.

https://bit.ly/3QlIjhr

06/16/2026

Adam Neale, Head of CS Governance at Panasonic Europe, said something that every CX leader needs to hear:

"At the end of the day, technology is simply a set of tools. Many software providers believe CX goals should conform to the capabilities of their software, rather than enabling the achievement of those goals."

This is the quiet dysfunction inside too many enterprise tech relationships.

You buy a platform. Then you spend the next 18 months bending your processes, your team, and your customer journey around what the software can do — instead of what your customers need.

Panasonic flipped this.

They found a partner who asked "what outcomes do you want?" first — and built toward those answers, even when it meant developing new features.

Technology is a means. Customer experience is the end.

Are your vendors solving your problems, or selling you theirs?

06/08/2026

The no. 1 frustration in AI-powered support is customers repeating themselves.

Web chat → phone call → SMS. New agent, same story. From scratch. Again.

True omnichannel AI design means one continuous conversation — no matter where it happens or how many channels it touches.

What's your AI actually remembering? 👇

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Key takeaways Conversational AI design is the practice of shaping how people and AI systems talk to each other. It blends psychology, UX, and linguistics to create chatbots and voice agents that feel natural rather than robotic. The discipline focuses on intent recognition, consistent persona, and c...

06/05/2026

"What happens if the AI says something it shouldn't?"

It’s the first question we get from every CISO and CXO. And it's a fair one.

General-purpose LLMs may write poetry, but they shouldn't be making up your refund policy. This is why we don't let AI run wild.

Quiq uses specific guardrails that keep conversations grounded in your actual data and policies. You get the speed of Generative AI with the safety of a seasoned support rep.

Reliability is the only way to move AI from a "lab project" to a "revenue driver."

06/04/2026

Most AI adoption stories stop at "we automated X." A Closer Look went further — and the results speak for themselves.

When they partnered with Quiq, the first challenge wasn't building the AI. It was fixing 300+ inconsistent, unstructured PDF documents that had accumulated over years.

Quiq engineered advanced data restructuring technology to convert that chaos into clean, AI-ready formats — complete with complex indexing, query-routing, and hallucination guardrails.

Only once that foundation was solid could Ella, their AI support assistant, truly shine. And shine she did: human agents were freed from a flood of repetitive shopper inquiries and redeployed to higher-value, more purposeful work.

As Rachael Paradiso, Product Operations Manager at A Closer Look put it: "AI became an incredible time-saver" — but only after the data was ready.

The takeaway: great AI outcomes aren't just about the model. They're about the engineering and partnership behind it.