Quiq

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

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?

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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What Is Conversational AI Design? The Complete 2026 Guide 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...

"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."

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.

“Technology should always be designed from the customer’s perspective… The mindset should begin with: What is absolutely the best thing we can do for the customer, and how can technology enable that experience?“ - Jen Grant, Quiq CMO

ICYMI, listen to her full conversation with Shep Hyken here:

Where Empathy Meets Artificial Intelligence in Customer Service Explore where empathy meets artificial intelligence in customer service to enhance loyalty and improve customer experiences.

The moment a customer gets transferred from an AI agent to a human is where a lot of CX experiences fall apart. The customer repeats themselves. The agent starts from scratch.

Whatever goodwill the AI built up in the first half of the conversation evaporates.

In our experience, the handoff shouldn't be a secondary concern. In fact, it's often the most important moment in the interaction.

An AI that resolves 80% of a conversation cleanly and hands off the remaining 20% with full context is a completely different experience than one that drops the customer mid-thought. Getting that transition right is something we spend a lot of time on with the teams we work with.

Your AI Agent needs a training manual just like a new hire does. Define sensitive topics, set escalation rules, and establish brand voice before launch.

The guardrails you build now determine the trust you earn later.

Get the complete step-by-step playbook used by brands like Roku, Spirit Airlines, & Brinks Home → https://bit.ly/3P5oF8D

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

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