customer

CustomerZone360 NEWS

Free eNews Subscription

Quiq Aims to Eliminate the Mindless Chatbot with Its Conversational Customer Experience Solution

By Tracey E. Schelmetic May 25, 2023

So many of us have interacted with customer support chatbots, and it’s safe to say that we’ve collectively had a few disappointing experiences along the way. Previous generations of chatbots were somewhat mindless, and seemed far more likely to produce wrong answers or tell us they didn’t understand us than help us complete our inquiry. Thanks to conversational artificial intelligence (AI) bolstered by large language models (LLMs) such as ChatGPT, the era of the "dumb chatbot" could be drawing to a close.

In this vein, customer messaging platform company Quiq recently announced the release of Conversational Customer Experience (CCX), its next generation of conversational AI based upon LLMs. Quiq’s CCX delivers ChatGPT-like natural language interactions specifically tailored to a company’s unique needs through Assistants, the smarter next generation of chatbots. Unlike traditional chatbots, Assistants can understand a customer’s question and context and generate personalized natural language responses that specifically answer the question asked.

“We’ve all seen the amazing ability of ChatGPT to read and write language,” said Quiq founder and CEO Mike Myer. “ChatGPT has the potential to revolutionize internet searching, but many business leaders worry it’s not fit to answer their customers’ questions. That’s because customer service issues require 100% accurate answers, not guesses based upon stale data from the internet, which is much of what ChatGPT knows. It can’t always help customer experience leaders improve their current chatbot experience. But there is a solution - Quiq Conversational Customer Experience.”

Quiq Assistants provide sophisticated question-and-answer capabilities because they are built with LLMs, like ChatGPT. The difference is that Quiq’ CCX combines the language prowess of LLMs with a company’s up-to-date internal information, not older internet data, according to the company. Since the out-of-date publicly available information the LLM was trained on is stripped away, the risk of producing wrong answers is eliminated.

With Quiq Assistants, noted the company, up to 80% of customers’ questions are resolved with personalized responses powered by the latest LLM technology. The interactions with Assistants involve language understanding and generation beyond anything that was possible before. As a result, customers can get accurate, concise, personalized answers to their questions, not just a canned knowledgebase article.




Edited by Alex Passett
Get stories like this delivered straight to your inbox. [Free eNews Subscription]

CustomerZone360 Contributor

SHARE THIS ARTICLE
Related Articles

Contentsquare Launches New Customer Experience Intelligence Platform

By: Tracey E. Schelmetic    6/21/2024

Contentsquare recently announced its new Experience Intelligence platform, which connects four analytics domains that are typically siloed.

Read More

Convoso Prioritizes Product Innovation with Team Reshuffle

By: Greg Tavarez    6/20/2024

Convoso announced it made some changes to further energize and focus the core driver of the company, product innovation and development.

Read More

How is AI Changing Call Center Services?

By: Contributing Writer    6/19/2024

Call centers have historically been innovation hubs, using advanced audio equipment and tailored software solutions to enhance operational efficiency …

Read More

Flowcode Reimagines Product to Help Companies Connect Offline and Online Experiences

By: Tracey E. Schelmetic    6/18/2024

Marketing technology platform provider Flowcode recently released a reimagined product designed for marketing and analytics teams at Fortune 1000 comp…

Read More

Convoso's CallCatalyst Optimizes Manual Dialing

By: Greg Tavarez    6/17/2024

Convoso's CallCatalyst offers a way to achieve efficient dialing via manual human intervention.

Read More