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When AI becomes a core product experience, measuring success gets harder
As the only AI-powered unified public affairs platform, Quorum helps nonprofits, associations, corporations, and advocacy organizations track legislation, manage stakeholders, coordinate grassroots campaigns, and build data-driven policy strategies.
Software
201-1k
Washington, District of Columbia
Quorum's team had a successful agent, but understanding the data with the right context required too many tools and manual processes. They wanted to understand how AI engagement connected to broader customer behavior.
Using Agent Analytics, product teams could immediately see agent conversations, usage trends, retention data, and emerging themes alongside their broader product analytics.
Agent insights helped Quorum prioritize new capabilities and showed a 63.5% stickiness rate of their agent usage which validates future investments in AI.
For Quorum, AI isn't an experiment. It's a strategic investment shaping the future of public affairs software.
As the only AI-powered unified public affairs platform, Quorum helps nonprofits, associations, corporations, and advocacy organizations track legislation, manage stakeholders, coordinate grassroots campaigns, and build data-driven policy strategies. Its customers rely on the platform to understand complex policy landscapes, influence outcomes, and make informed decisions faster.
To help customers navigate millions of public affairs data points, Quorum launched Quincy, its patented AI.
Trained on Quorum's proprietary dataset, Quincy enables users to ask natural-language questions such as, "What is the sentiment between parties on this issue?" or "What does this executive order mean for my business?" It can analyze legislation, surface insights, support policy research, and streamline critical workflows.
"We didn't just add AI features to our platform. We rebuilt how government affairs work gets done," said Melissa Wood, Senior Product Manager at Quorum. "Our customers were the first in this space to have an AI assistant that works across their workflow, and it pulls from data we've spent years building: every bill, every vote, every stakeholder. That gives our customers their time back for the work that matters most, building relationships and shaping strategy.”As Quincy became more central to the customer experience, Wood and her team faced a new challenge: understanding whether users were actually getting value from it.
Before adopting Pendo Agent Analytics, Quorum relied on a variety of tools to answer basic questions about Quincy.
The team tracked agent inputs and outputs through Pendo track events, exported data into Google Sheets, used OpenAI to classify interactions, visualized findings in Looker Studio, and relied on Datadog for traceability.
The process worked—but only with significant manual effort.
"It was a complex process and really time consuming to try to figure out all of the different conversational interactions that our users would do," Wood said.
The team's biggest challenge wasn't a lack of data. It was a lack of context.
Agent usage data lived separately from the rest of Quorum's product analytics, making it difficult to understand how AI engagement connected to broader customer behavior.
Product managers and designers couldn't easily access insights on their own, and emerging themes or issues often remained hidden until someone manually uncovered them.
Meanwhile, leadership wanted answers to increasingly important questions:
Answering those questions required too much time and too many systems.
Quorum adopted Pendo Agent Analytics to bring AI insights into the same environment where teams already understood customer behavior.
Instead of stitching together multiple reporting systems, product teams could immediately see agent conversations, usage trends, retention data, and emerging themes alongside their broader product analytics.
For Wood, one of the biggest advantages was accessibility.
"I can get insights right away if we are adding a new capability to the agent," she said. "I don't need to manually tune any prompts. It's already surfacing insights to me."
Because Quincy serves users across seven core product areas, centralized visibility was especially important. Product managers and designers across the organization could now independently explore agent behavior without relying on specialized reporting workflows.
The team gained visibility into:
What previously required multiple tools became available through a single workflow.
The additional visibility quickly revealed opportunities Quorum wouldn't have identified through traditional analytics alone.
One surprising insight was that many users initially came to Quincy with simple help center questions, without realizing it could do far more. Quincy can pull legislative history, summarize stakeholder activity, and prep a full meeting brief, but most people's first instinct was to ask it something small.
Rather than viewing that behavior as a problem, Quorum expanded the agent's capabilities to answer those questions as well.
The team also discovered that some users didn't realize Quincy was powered by AI at all. Others relied on repetitive prompts that only scratched the surface of what Quincy could do.
Those findings led Quorum to invest in stronger onboarding, better guidance, and more proactive AI experiences that reduce the need for complex prompting.
"What stands out is how much more Quincy can do than most people realize," Wood said. "Users come in with quick, simple questions, and that's a great starting point. My focus now is making sure they discover everything else it can take off their plate, because the capability is already there."
Today, Quorum evaluates Quincy the same way it evaluates any critical product experience: by measuring adoption, identifying friction, and proving business impact.
The team regularly compares AI users and non-AI users, studies retention trends, and analyzes how engagement with Quincy influences broader platform adoption.
One area of particular interest is understanding how power users push the technology in new ways.
"We have some power users that are really pushing the limits on AI," Wood explained. "That has been a treasure trove of information for our team."
Those insights help Quorum prioritize new capabilities, improve existing experiences, and validate future investments in AI.
The results are encouraging. Quincy has achieved a 63.5% weekly active user-to-monthly active user (WAU/MAU) stickiness rate, demonstrating strong ongoing engagement among customers who use the assistant.
For Quorum, reliable, automated reporting has become an essential part of successfully scaling AI.
"Automated and informative reporting is key to building leadership trust in the product investment," Wood said.
As Quorum continues expanding its AI strategy, Quincy has evolved beyond a conversational assistant into a broader ecosystem of agentic experiences.
The company is continuing to expand its lineup of AI agents, which now handle core parts of a government affairs professional's day, from meeting preparation to note-taking and calendar-connected workflows. Additional agents are already in development.
For Wood, the lessons learned from Quincy extend beyond Quorum’s AI capabilities. Understanding user behavior requires visibility into the full interaction and its context. Scaling AI requires purpose-built tooling that automatically surfaces patterns and insights. And the more teams can focus on innovation rather than on reporting overhead, the faster they can deliver value to customers.
"Every agent we build starts with a question from our customers' day," Wood said. "What are they doing manually that an agent should be doing for them? Their answer becomes our roadmap, and their time goes back to the work only they can do."
With Pendo Agent Analytics, Quorum has the visibility it needs to understand adoption, uncover opportunities, and confidently scale the next generation of AI-powered experiences.
