Case Study: Molekule achieves 60% query resolution and a 42% CSAT increase with Quiq's AI assistant

Air purifying company Molekule breathes new life into CX with AI, hitting 60% resolution rate

Molekule, an air purifier technology company, needed to modernize its customer experience across web and mobile messaging—improving web chat accuracy and satisfaction while lowering support costs. To meet those goals, Molekule partnered with Quiq to deliver a more natural, conversational experience on Apple Messages for Business, Google Business Messages and its website.

Quiq implemented an LLM-powered AI assistant (using RAG, Quiq AI Studio and Quiq Insights) to handle product info, orders, troubleshooting and small talk across channels, plus a feedback loop to refine the knowledge base. The solution resolved 60% of queries without agent intervention (up from a ~40% baseline) and drove a 42% lift in CSAT (from 36% to 51%), while improving response accuracy and containment.

Molekule