Quiq adds voice capability to customer service platform
Quiq launched Voice AI and a new brand identity on Thursday, extending its customer service software to handle live voice conversations alongside messaging and chat.
The update signals a shift in how businesses deploy AI in customer service. Companies are moving beyond isolated automation trials toward systems that connect voice, SMS and messaging in a single platform, with human agents able to step in when needed.
What changes for support teams
Voice AI lets customers switch between voice and text without losing conversation history. If a call needs to escalate to a human agent, they see the full interaction record.
The same rules that govern automated responses in chat or SMS now apply to voice conversations. Support teams no longer need separate tools for different channels-one system handles both automated and human-led service across all contact methods.
Quiq said more than 150 global brands currently use its platform, including Roku, IHG Hotels & Resorts, West Elm, Brex, and Urban Outfitters.
Real-world application
A global retailer is using a single AI agent across four brands, seven countries and four communication channels simultaneously. The system adapts to different brand voices, languages and customer histories during each interaction.
Quiq's customers are applying the software to reduce contact handling costs, increase revenue and improve customer satisfaction in daily operations.
The broader challenge
Most organizations still struggle to connect customer service systems built separately for phone, messaging apps and web chat. Context gets lost as customers move between channels, and managing AI decisions across multiple brands and regions remains difficult.
Jen Grant, Chief Marketing Officer at Quiq, said the core challenge is making complex systems feel simple to customers while maintaining control behind the scenes.
"Customers expect interactions to feel simple, but delivering that in real-world operations is incredibly complex," Grant said. "The real challenge is getting AI to work through the entire customer experience in a way that is reliable, understandable, and under control."
Customer service has become one of the most active areas for commercial AI deployment. Support teams want to automate routine inquiries while keeping agents focused on complex cases that require human judgment.
For larger organizations, a unified platform offers more than efficiency gains. It ensures consistency across regions, languages and channels-a requirement that grows more complex as companies operate globally.
Learn more about AI for Customer Support and AI Agents & Automation.
Your membership also unlocks:
