Answer with approved knowledge
Ground responses in authorized, versioned sources and make unsupported answers fail safely.
Platform · Self-service automation
Let customers complete governed service journeys on their own
Combine typed intent, approved knowledge, structured data capture, governed actions, and contextual human handoff across digital and voice experiences.
Self-service automation
Order resolution journey
Governed workspace
Delivery support
Customer verified
My order should have arrived yesterday. Can you check it?
Your shipment was delayed. I found the order and can request a replacement using the verified delivery address.
✓ Action preparedPolicy and identity checks complete
For 01
CX leaders
For 02
Journey owners
For 03
Automation and technology teams
Self-service responsibility
Let customers finish service work safely.
Automation owns understanding, structured collection, grounded answers, governed action, and contextual handoff.
Complete routine service
Collect typed information, apply deterministic policy, and invoke allowlisted actions through explicit tools.
Escalate without repetition
Transfer intent, verified inputs, completed steps, and escalation reason into the assigned human workspace.
- More journeys completed without losing policy control
- Fewer unsupported answers and hidden automation decisions
- Less customer repetition when a person must take over
Automation architecture
Design, govern, and operate the complete automation journey.
Flow Builder, AI coordination, typed tasks, actions, approvals, routing, testing, and release control are capabilities of Automation—not separate products.
- 01Typed intent and entities
- Capture required information through governed schemas instead of prompt-only state.
- 02Grounded answers
- Retrieve only authorized knowledge and retain citations to the evidence used.
- 03Governed actions
- Execute allowlisted tools only after policy, permission, and confirmation checks.
- 04Contextual handoff
- Route with the automation trace, collected context, and reason for escalation intact.
Understand and coordinate
Turn free-form customer requests into inspectable service goals.
Agent Coordinator
Select, prioritize, switch, resume, cancel, or hand off customer journeys.
Agent Journeys
Model one customer goal with explicit inputs, outcomes, prerequisites, and failure paths.
Conversation Tasks
Collect and validate typed information with provenance and correction history.
Act with authority
Keep every customer-changing operation visible and bounded.
Governed actions
Invoke pinned REST, MCP, or reusable-flow actions through typed schemas.
Approval gates
Bind approval to the exact payload and execution snapshot before sensitive work.
Contextual handoff
Transfer the goal, verified facts, completed actions, and reason for escalation.
Test, release, and observe
Move controlled automation from authoring into dependable operation.
Flow Builder and Test Studio
Design the graph and inspect logic, context, provider calls, and failure behavior.
Versioned release
Validate, approve, publish, promote, pause, and roll back immutable revisions.
Budgets and traces
Retain model route, tokens, latency, fallback, actions, delivery, and outcome evidence.
Runtime journey
Keep conversational understanding and business execution in their proper roles.
AI interprets the request while durable workflows control validation, authorization, actions, recovery, and outcome evidence.
- 01
Understand
Classify intent and collect the minimum required context.
- 02
Resolve
Answer, capture, or complete an approved service action.
- 03
Handoff
Escalate with context when confidence, policy, or customer need requires it.
Expand self-service while keeping knowledge, action authority, provider use, and human handoff visible and reviewable.
Product evidence
See the operating moment—not another feature wall.
Review where context, action, ownership, and control meet during the work.
Versioned automation with validation, testing, routing, and controlled publication.
- 01
Explicit journey logic
Deterministic nodes and managed AI steps share one model.
- 02
Human handoff
Routing is a visible part of the journey rather than a hidden script.
- 03
Lifecycle controls
Validate, test, review history, and publish through defined gates.
- 04
Version evidence
Published behavior remains traceable to an immutable revision.
Role-specific workflows
Connect journey ownership, authoring, and operations.
Product responsibilities stay connected without collapsing administrators, operators, agents, and reviewers into one generic persona.
Journey owner
01Define the service promise
Own the customer goal, eligible outcomes, escalation policy, and success measure.
- 1Choose a bounded journey
- 2Define authority and handoff
- 3Approve outcome measures
Automation designer
02Author and validate the journey
Model coordination, typed collection, actions, approvals, and provider behavior.
- 1Build in Flow Builder
- 2Exercise Test Studio
- 3Submit an immutable release
Operations reviewer
03Control production behavior
Review readiness, traces, failures, handoffs, budgets, and customer outcomes.
- 1Certify dependencies
- 2Monitor live traces
- 3Pause, repair, or expand
Enterprise integration and governance
Define authority, dependencies, and controls before launch.
Review integration boundaries and governance controls together so deployment assumptions remain explicit.
Integration boundaries
- AI inference uses an approved managed alias or tenant provider connection
- Business-system writes execute through allowlisted adapters
- Voice and messaging availability remains provider- and deployment-specific
Governance controls
- Versioned journey definitions
- Authorized knowledge retrieval
- Typed action schemas and confirmation
- Traceable fallback and human handoff
Connected product family
Continue the customer journey.
Adoption path
Start with one bounded workflow and expand with evidence.
Sequence configuration, integration, testing, and rollout around measurable service outcomes.
- 01
Choose the journey
Start with a bounded intent, clear authority, and measurable outcome.
- 02
Connect evidence and actions
Bind approved knowledge, typed inputs, tools, policies, and handoff rules.
- 03
Test failure behavior
Validate unsupported answers, provider outages, consent, retries, and agent continuation.
Evaluation questions
Resolve these before rollout.
- 01Which intents may complete autonomously and which always require a person?
- 02Which sources and action adapters are authorized for each customer and role?
- 03What exact context must reach the agent when automation cannot complete the journey?
Evaluate it as one system