Case Study: Molekule boosts support resolution and CSAT with Quiq

Molekule lifts CSAT 42% with Quiq

Molekule, an air purifier company, faced significant customer support challenges with its existing web chat. The system had a low 40% resolution rate for routine questions, often providing irrelevant or incomplete answers due to its static, pre-written responses. It also lacked a mobile messaging presence and had no feedback loop to improve its knowledge base. Partnering with Quiq, Molekule sought to implement an AI-powered solution to handle complex, technical inquiries more effectively.

Quiq deployed an LLM-powered AI agent grounded in Molekule's knowledge base, utilizing retrieval augmented generation (RAG) to provide accurate, contextual responses. The solution was extended to web chat, Apple Messages for Business, and Google RCS. This enabled the AI to handle multi-part questions, disambiguate queries, and pass full context to human agents when needed. As a result, Quiq helped Molekule achieve a 60% resolution rate without human intervention, a 50% improvement, and increased customer satisfaction (CSAT) scores by 42%.

Molekule