CIQpilot
Unlock Answers from Customer Conversations with CIQpilot
Ask plain-language questions and turn customer conversations into evidence-backed answers with CIQpilot. Uncover patterns across sales, support, and retention interactions, explore insights through follow-up questions, and understand what’s driving behaviour in real time.
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What Is CIQpilot?
CIQpilot is an AI-driven answer engine that gives organisations a smarter way to understand the voice of their customers. Rather than relying on static dashboards or manually sifting through reports, teams can ask plain-language questions and get answers drawn directly from real customer interactions.
Think of it as one of the most intuitive conversational AI tools available for customer insight — designed for the people who need answers, not analysts who build queries. Whether the question is straightforward or exploratory, CIQpilot surfaces the evidence behind it:
- Why are customers referencing a particular competitor?
- What’s driving upsell decisions in sales conversations?
- Is demand emerging for a specific feature request?
- What patterns keep appearing across retention calls?
As conversation intelligence goes, CIQpilot is built around the idea that insight can be earned through exploration, not just extracted through dashboards. It identifies patterns across conversations, connects the dots between themes, and presents findings with the supporting evidence to back them up.
Crucially, the experience doesn’t stop at a single answer. Users can ask follow-up questions as their thinking develops, turning each response into a springboard for deeper investigation. This is where CIQpilot distinguishes itself from a typical conversational AI tool: it adapts to how real thinking actually works — iterative, curious and context-driven.
Answers Grounded in Your Data
Every insight CIQpilot delivers is rooted in your organisation’s own conversation data — not generic industry assumptions. Drawing on your recorded interactions and a proprietary AI engine, it interrogates transcriptions, sentiment and tone to surface answers that are precise and directly relevant to your business.
The result is conversation intelligence insights that reflects what your customers are actually saying — built from your data, and explored securely within a protected platform environment.
Where CIQpilot Fits
CIQpilot complements Analytics 365’s conversation intelligence features including:
- Call recording and conversation capture
- AI transcription
- Sentiment analysis
- Topic extraction
- Automated quality monitoring (Auto QA)
These capabilities turn raw conversations into structured intelligence. CIQpilot adds the next layer — a conversational AI tool that lets anyone explore that intelligence through natural language questions, uncovering insights instantly with no specialist analytics skills required.
Turn Conversations into Continuous Improvement
Every customer conversation contains something valuable — a frustration, a preference, a reason behind a decision. CIQpilot helps organisations tap into that ongoing stream of insight to drive meaningful improvement across four key areas: Process, Policy, People and Product.
Improve Processes
Uncover what’s really shaping sales outcomes, service performance and customer behaviour. Ask questions like:
- What’s driving upsell decisions in conversations?
- What recurring themes are appearing across calls?What trends are beginning to emerge?
- How many conversations converted to a closed sale?
- Are agents consistently referencing the current promotion?
- What’s contributing to high customer effort scores across service calls
Strengthen Policies
Spot where compliance, security or communication standards may be falling short. Ask questions like:
- Where are customers showing confusion around terms, pricing or processes?
- Are agents consistently covering required disclosures and security steps?
- What interactions are pushing up customer effort and reducing resolution speed?
Develop People
Find out what makes your best conversations work — and replicate it across the team. Ask questions like:
- What phrases or behaviours show up most in calls with positive outcomes?
- Which agents handled objections most effectively, and what approach did they use?
- How are agents building rapport with customers over the phone, and where does it break down?
- Where are the biggest opportunities to improve call centre training programmes?
Improve Products and Services
Get to the heart of what customers genuinely think about your offering. Ask questions like:
- What’s motivating customers to buy?
- What new features or capabilities are customers asking for?
- Why are customers bringing up a particular competitor?
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