Conversational AI moves to the heart of customer journey orchestration
Introducing the release
inQuba 10.1 is here, and it brings conversational AI into the very heart of journey orchestration. At the centre of this release is the AI Navigator, an intelligent agent that nudges and assists your customers in natural, two-way conversation across WhatsApp, SMS and email. It understands the full context of where each customer is on their journey, personalises every interaction, and takes action to move customers forward.
For existing clients, 10.1 turns inQuba into an active participant in every journey, not just a place to measure it. For teams evaluating inQuba, it is a single platform that unifies journey analytics, customer engagement and AI, with the openness to fit neatly alongside the systems you already run. Here is what is new.
Conversational AI across every channel
The new AI Navigator engages customers wherever they are, keeping every conversation coherent and on-brand.
- A built-in AI Navigator (Nudge and Assist). inQuba now ships with its own conversational agent that guides and nudges customers through their journey goal, with no bolt-on chatbot required.
- Omnichannel across WhatsApp, SMS and email. Conversation and context are managed centrally and independently of channel, so a customer can move between WhatsApp, SMS and email without ever losing the thread.
- Automatic conversation management. inQuba handles all interaction and session management for you, keeping every exchange coherent without manual orchestration.
- Send and forget. While a conversation is live, any other messages queued for that channel are held back and sent automatically once it concludes, with no crossed wires or interruptions.
- Rich WhatsApp engagement, authored in inQuba. The AI Navigator has full access to WhatsApp templates (quick replies, carousels, list pickers and cards), all created directly in inQuba, with carousels enhanced by multimedia merging for a far more engaging experience.
- Multimedia, in and out. The Navigator can both receive multimedia from customers and generate and send it back, so conversations go well beyond plain text.
Personalisation powered by full customer context
Every interaction draws on a complete, real-time understanding of the customer.
- Real-time customer profiling. Customer Profile Attributes give the AI a live read on each customer (behaviour, preferences, channel habits and the best sales approach), so it can tailor its engagement on the fly.
- Capture the data that matters. Fully configurable conversation attributes record key details as they arise, such as a product selection, a premium or asset details, then store them for context or pass them straight to your other systems once the conversation ends. These are visible along side the conversations.
- Context from anywhere on the journey. The Navigator can draw on any part of the journey, including contact information, journey history, previous conversations and survey responses, to personalise what the people or digital nudges.
- Full chat history and text analytics. Every conversation with the AI is tracked, viewable and auditable, supporting quality, compliance and continuous improvement, which matters especially in regulated sectors such as financial services and insurance.
Journey intelligence that turns insight into action
The AI does not just converse; it is measured on the journey and drives the next step.
- AI engagement, mapped on the journey. AI touchpoints are plotted directly onto the customer journey, so you can measure precisely how effective each one is at moving customers forward.
- AI Navigator Insights. Drawing on every available signal (journey, engagement, journey-point data, cases, surveys and conversations), the Navigator analyses customer journeys and recommends concrete improvements. What used to take our analysts weeks of work is now completed in minutes
- From conversation to case. The Navigator can create cases and pass on full customer context, giving your teams everything they need to resolve issues quickly.
- Connected case management. Cases can be tracked and managed in your external systems, with inQuba supplying the full context and staying in sync as each case progresses.
Open by design, built to integrate
10.1 is engineered to fit and compliment your stack, not replace it.
- Open architecture. Prefer a different AI engine? External AI agents can be plugged directly into inQuba, giving you flexibility and freedom from lock-in.
- Trigger anything with webhooks. inQuba can trigger any external system and pass it richly detailed context, automating handoffs across your technology stack.
- A greatly expanded API set. For more complex integrations, a dramatically larger set of APIs makes connecting inQuba to your systems faster and more capable than ever.
In summary
inQuba 10.1 centres on a single idea: bringing intelligent, context-aware conversation into the journeys you already orchestrate in inQuba. The AI Navigator meets customers on their preferred channel, personalises every interaction using the full context of their journey, measures its own impact, and connects cleanly to the systems you already run.
For existing clients, it is an immediate step up: your journeys become active, not just observed. For teams discovering inQuba, it is a single platform where journey analytics and conversational AI finally come together.
To experience the AI Navigator in your own customer journeys, talk to your inQuba account team or get in touch to arrange a demo. We have a great demo from our Forrester Wave review that we would love to share with you.
About inQuba Journey Management
Customer Journey Management is the laser technology of CX. Lasers offer targeting precision for specific use cases, and users have granular control. Similarly, managing customer journeys allows you to focus on the specific – cohorts, behaviors and use cases. Every systematic action is for someone, not everyone.
While CX results are flattening, inQuba Journey Management, which includes Journey Analytics and Journey Orchestration, is helping businesses to visualize actual journeys, understand their emotion, dynamically clear their paths, nudge them in the right direction and double customer conversion.
We’d love to understand your business challenges better, and discuss how Journey Management can transform your customers’ experiences and business growth.
