Quiq Voice Assist Brings Agentic AI to Live Contact Centre Calls

What happened

Quiq has launched Voice Assist, a new capability that brings its agentic AI Assistants into live voice calls, giving human contact centre agents real-time guidance that adapts as a conversation unfolds. The tool extends Quiq's existing agentic AI platform, previously focused on digital and asynchronous channels, into the telephony environment where a large share of customer service interactions still take place.

According to CustomerThink, Voice Assist listens to a live call and offers the agent contextual prompts and next-best-action suggestions as the conversation develops, rather than relying on static scripts or post-call analysis. Crucially, the assistant is described as agentic: beyond surfacing suggestions, it can take actions on the agent's behalf within the call, reducing the manual steps an agent would otherwise need to perform mid-conversation.

The launch positions Quiq alongside a wider push by conversational AI vendors to move generative and agentic capabilities out of chat and into voice, historically the hardest channel to instrument because it demands low-latency understanding of unstructured, real-time speech.

Why it matters

Voice remains one of the most emotionally loaded and operationally expensive channels in customer service, and it has lagged behind chat and messaging in AI-assisted tooling because real-time speech is harder to parse and act on reliably. An assistant that can both advise and act during a live call — rather than only after it — changes what "agent assist" means in practice: it shifts from a coaching layer reviewed after the fact to a co-pilot embedded in the moment of service.

For contact centre leaders, this points to a shorter path between AI investment and measurable changes in handle time, first-contact resolution and agent confidence, since the assistant is designed to reduce the cognitive load of searching for information or triggering systems while still on the call. It also raises the operating bar for what "agentic AI" needs to prove in production: acting correctly and transparently inside a live, high-stakes human interaction, not just in a sandboxed workflow.

The Renascence take

The interesting shift here isn't that AI is now listening to calls — plenty of tools already do that. It's that the assistant is being given permission to act, mid-conversation, on the agent's behalf. That's a meaningfully different trust decision for an organisation to make, and one that deserves as much scrutiny as the productivity upside.

Most coverage of tools like this will focus on efficiency — faster resolutions, lighter agent workload. The behavioural question that matters more is who the customer believes is actually serving them, and whether that belief survives the moment the AI's action becomes visible or goes wrong. Operators piloting real-time agentic voice assistants should treat the disclosure and hand-off design — how and when the agent, or the customer, understands that an autonomous action just happened — as core to the rollout, not an afterthought bolted on after the efficiency case is proven.