Quiq, a business messaging and customer communication software provider, has launched Quiq IQ. The tool helps retailers create and deploy bots for web chat and messaging channels, and is designed to let them integrate bots into their conversation workflows to support customer interactions.
Retailers can use Quiq IQ to build bots and deploy them across all of Quiq’s digital messaging channels, where they can be used to blend human and AI interaction. This lets agents request a bot to participate at any part of the conversation, helping them optimize their time in customer interactions and enabling use cases such as:
- Using bots to greet shoppers and gather information about their query before directing them to the appropriate agent;
- Transitioning customers through multiple bots that can walk them through diagnostic steps to isolate an issue; and
- Capturing customer satisfaction at the end of chat or messaging interactions to measure satisfaction.