Quant debuts agentic AI for customer service, promising faster, more accurate issue resolution

Quant on Sept. 25 released its first agentic AI designed for customer service, asserting that digital colleagues can operate autonomously to handle customer issues across voice, chat and, in the future, video channels. The company also cited survey data showing why the technology is needed: 57% of Americans describe their customer-service experiences as disastrous, while only 31% prioritize speed and 60% say accurate resolution is what matters most.

Quant describes agentic AI as distinct from generative AI such as ChatGPT. Unlike generative models that provide information, agentic AI can take action in real time—locating a lost bag, rerouting it, or scheduling an appointment—without human direction. In demonstrations, the system can communicate naturally over phone or chat, and Quant says a video avatar that can read tone and expression is on the roadmap. In a high-stress airline scenario described by CEO Chetan Dube, agentic AI would locate and route a passenger's bag instantly rather than walking them through a nine-step process across multiple teams.

Dube, a former mathematics professor who founded IPsoft in 1998, says Quant's platform can span sectors. In healthcare, it can securely schedule complex treatment appointments without bias or errors; in quick-service restaurants, it can manage more than a million pizza orders in real time with more than 90% accuracy. 'This is the power of Quant in the moments that matter most, when people are stressed, worried or facing real problems,' Dube said. He emphasized that Quant’s technology aims to end the misery of traditional chatbots by delivering actionable steps rather than only information.

Quant says its agentic AI delivers measurable returns, reporting performance improvements of more than 40% over single-digit industry averages while creating more rewarding work for employees. The platform is already in use with several global brands and resolves nearly 77% of customer issues, about 13 points higher than the 64% resolution rate associated with some human-agent benchmarks. The system provides answers in under five seconds on average.

Quant’s founder’s track record includes Amelia, a former IPsoft product that offered a more intuitive alternative to clunky chatbots; Amelia was sold for about $180 million in 2024. Quant was founded to extend that legacy, with Dube arguing the technology can operate as a phone agent, chat assistant and, eventually, a video avatar capable of reading tone and expression.

Looking ahead, Quant expects that by 2030 customer service will be powered by digital colleagues working alongside humans. The announcement arrives as more companies incorporate AI to improve efficiency, a trend that has sparked concerns about potential job losses in some sectors. Proponents say agentic AI could reduce the frustration that has long plagued consumer support while enabling agents to handle more complex issues.