I supported the implementation of Quiq AI chat to expand always-on digital engagement and improve how customers interact with the brand across web and mobile experiences. The objective was to provide customers with immediate, reliable assistance outside of traditional business hours while reducing friction in the path to conversion. The solution was designed to support both prospective and existing customers through intelligent, conversational self-service.

Quiq enabled customers to self-schedule appointments, access service information and pricing, and receive guided answers to common questions 24/7 without waiting for a live representative. Conversational flows were carefully designed to mirror real customer intent, using clear prompts and decision logic to move users efficiently toward booking or resolution. When conversations required human support, the experience allowed for a seamless handoff to a live agent, preserving context and reducing repetition.

Beyond improving availability, the implementation helped scale customer support while maintaining experience quality. Automated conversations reduced dependency on call centers and live chat teams, while analytics and intent tracking provided visibility into customer needs and drop-off points. The result was a more efficient, conversion-ready engagement channel that balanced automation with human support, improving both customer satisfaction and operational efficiency.