Case Study: A Closer Look achieves 24/7 shopper support efficiency with Quiq

How A Closer Look cuts repetition and drives efficiency with AI

A Closer Look (ACL), a customer experience consultancy, struggled to scale shopper support because its 300+ client guidelines lived in fragmented, unstructured PDF formats, making it difficult for shoppers to find answers and creating repetitive work for support staff. To solve this, ACL partnered with Quiq to build “Ella,” an AI-powered shopper support assistant.

Quiq transformed ACL’s documents into AI-ready formats, adding indexing, query routing, and guardrails to improve accuracy and reduce hallucinations, while iteratively refining Ella to handle complex shopper questions in real time. The result was 24/7 instant support, fewer repetitive inquiries for human agents, and better workflows through integration with ACL’s proprietary tools, freeing staff to focus on higher-value work.

A Closer Look

Rachael Paradiso

Product Operations Manager