Quiq

What if AI on your website could double the number of visitors clicking "Book Now"?

That's exactly what happened when Accor Group deployed an AI assistant across four of its Rixos properties.

By using LLMs to measure and understand customer intent, Quiq helped Accor identify a direct link between quality AI conversations and booking click-outs — achieving a 2x increase in intent-to-book.

Here's what's often overlooked: a guest who gets a confident, helpful answer about amenities, room types, or activities is a guest who no longer has a reason to hesitate.

Friction removed = conversion unlocked.

This is the new conversion funnel for hotels: Awareness → Question → Confident Answer → Booking.

Is your AI assistant equipped to close that loop?

What happens when your fastest-growing channel is also your most efficient? 📈

For IHG Hotels & Resorts, the shift from voice to messaging wasn't just about modernizing—it was about meeting a massive, global demand for convenience.

Carter Calle, Director of Messaging at IHG, highlights how the "Messaging First" strategy is paying off:

"I don't know of another way to establish an IHG branded beachhead on someone's device than to start with a conversation coming from Search. People would kill to have that. It makes it so easy to find conversations...this is another reason I think we'll continue to see growth in the channel: because we'll see a lot more repeat utilization now that we've made it easy for the customers to find it."

By using Quiq to scale across RCS, Apple Messaging, and WhatsApp, IHG is handling more volume with higher guest satisfaction, proving that great CX and operational efficiency go hand-in-hand.

Watch the full clip: https://www.youtube.com/watch?v=vniuAfI0Azs

Hot take: your AI's tone drift is a governance problem.

Without strict brand voice guidelines baked into the system, generative AI drifts. One conversation, it sounds like your best agent. The next, it sounds like nobody you'd ever hire.

At scale, that inconsistency quietly erodes brand trust.

The fix comes down to treating voice governance like compliance — because at enterprise scale, it basically is.

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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...

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?

"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."