CX Agent · horizontal · runs in every industry
One governed CX agent. Every channel, every industry.
A customer agent that understands the request, resolves the routine cases on its own, and stops the moment an action exceeds what it’s authorized to do — escalating to a human with the reply drafted and the reasoning attached. The same runtime governs every action, whether it’s deployed in insurance, healthcare, or fintech.
Understand, resolve, escalate — on every channel.
The routine cases close on their own under approved rules. Everything consequential stops at the gate and goes to a person, drafted and explained.
Understand
Reads the request on any channel — chat, email, voice — with the customer's history and the conversation so far. One agent, every surface.
Resolve
Acts on the routine cases under approved rules — status, changes, credits, and refunds — but only within the limits its capability profile allows.
Escalate
Low-confidence, high-stakes, or out-of-policy requests stop and route to a human — with a drafted reply and the full reasoning attached.
Every action the CX agent takes is checked in the path.
Before it issues a refund, changes an account, or sends a reply, the action is evaluated across four dimensions. If it fails anywhere, it stops — and lands in the oversight inbox.
Four checks. One path. Zero unauthorized moves.
Every agent action is evaluated across four dimensions. If it fails anywhere, the action stops.
What outcomes this agent is authorized to produce — not a tool list. A multi-tool chain that produces an unauthorized outcome is still a violation.
VerifiedOutcome within authorized scopeWhich business, security, compliance, and budget constraints apply to this action, right now.
VerifiedPolicy allows this actionWhat is known at this point in the workflow — evidence, priors, the agent's read of the task.
VerifiedContext supports the actionWhat is happening across shared systems before the action fires — close-freezes, locks, in-flight writes.
VerifiedSystem state is safeWhat the agent couldn’t clear lands in one inbox.
Not a dashboard you read after the fact — the live queue of every action a check held back, with the reason and a drafted next step.
- CapabilityRefund $480 — over the $200 auto-approve capOutcome exceeds this agent's authorized scope. Held for an agent with refund authority.$480
- PolicyAccount closure — retention & disclosure policy appliesReply drafted with the required disclosures; one-tap send after review.Compliance
- StateAddress change while a payment is in flightWrite held until the in-flight transaction settles — avoids a split-brain update.Conflict
- ContextRepeat contact, sentiment falling — goodwill credit draftedThird contact in 48h. Context supports a credit; drafted for an agent to approve.Retention
Put the CX agent on one real workflow.
Pick a queue where the answers are valuable and the wrong action is costly. We’ll scope it with you and run it governed from day one.