Quantum Metric, Inc. Innovation, Technology & Agility

Tell us about a recent product your team launched. How does it drive Quantum Metric’s mission forward?

Recently, we launched Felix AI, a session summarization product that helps consumers focus on what matters and make key decisions faster with one-click quantification. At Quantum Metric, we help companies build cultures maniacally focused on winning the hearts of their customers. With Felix AI, we envision a world where agents know the context before the customer calls, development teams empathize with customers without spending hours watching replays and customer feedback has session context automatically baked in. Being able to quickly and intelligently make the most customer impact is key to winning and keeping loyal customers.

What obstacles and challenges did your team encounter — and overcome — while launching Quantum Metric?

Generative AI and large language models are still very new to the market, so there’s a healthy awareness about security and data usage. We knew this would come up immediately when we introduced anything in this space, and we needed to have a product that would meet the needs of the market. 

Felix AI is built on Google Cloud Platform’s Gemini Pro model, and each customer has its own “instance” of a model, so it’s only trained using their specific dataset. Brands using Felix AI remain confident that their data is never shared to train models outside of their use. Approaching the concerns this way allowed us to accelerate development and maintain the high privacy and data security standards of the entire Quantum Metric platform.

What’s the biggest lesson your team has taken away from this launch, and how has it changed the way your team operates?

I think one of the biggest things I’ve taken away from the Felix AI launch is how a single product can change how the entire organization thinks about customer problems and solutions. Rather than tackling problems with traditional methods, we’re now questioning whether our original approach to some solutions make sense and whether we’re asking the right questions to begin with. This has pushed us to approach problems differently, and we’re now iterating faster in new solution areas as well.