Case Study: LOOP achieves 3X customer self-service rate with Quiq's Generative AI Assistant

LOOP car insurance increases customer self-service rate by 3X with Quiq's Generative AI Assistant

LOOP, an Austin-based auto insurer and Registered B‑Corp, was struggling to scale support while maintaining service quality: its 2022 FAQ chatbot returned static, often irrelevant answers, driving low self-service rates, customer frustration, and high phone/email volume as the company planned expansion into more states. LOOP engaged Quiq to modernize its automation with a next‑generation Generative AI Assistant.

Quiq replaced the legacy bot with an LLM‑powered AI Assistant (built via Quiq’s Automation Studio and monitored with Quiq Insights) that uses semantic similarity and LOOP’s curated knowledge base plus guardrails to deliver on‑brand, contextual, and personalized answers. The Quiq solution tripled LOOP’s self‑service rate to over 50% automated resolution, achieved a 75% positive CSAT, and reduced email tickets by 55%, while enabling deeper analytics and future channel expansion.

LOOP

John Henry

Co-Founder and Co-CEO