Product

Featured Capabilities

Modular, fully configurable AI Agents and Tools to simplify and optimize your customer support operation

AICX offers modular, fully configurable AI Tools and Agents enabling CX leaders to simplify and optimize customer support operations.

AI Tools are great at performing a single task, such as real-time translation or capturing the context of a ticket by assessing issue type, severity level, and message sentiment.
AI Agents use AI Tools to orchestrate workflows to resolve tickets or perform combinations of tasks to achieve a certain result.

Solve for language-coverage challenges with AI-native real-time translation. Move from retroactive quality checks on small samples to quality assurance checks on every ticket prior to the message being sent. Get a handle on your backlog by delegating repetitive resolution workflows to an AI agent.

Designed to work with any CRM. Interact with AICX through Web App, CRM-native App or CRM-Integration.

AICX Agents

AICX Quality Agent Qora

AICX Quality Agent Qora cares about one thing: quality assurance. In real-time, it reviews drafts—whether written by an AI or a human agent—against strict quality rules . It checks tone, banned phrases, completeness, and alignment with pre-defined QA critera. The output is twofold: a scorecard showing how the draft performed against each parameter, and a refined version of the message ready to send.

AICX Support Agent Otta

AICX Support Agent can handle tickets end-to-end autonomously. It manages the state of a ticket and orchestrates the necessary AI Tools in the right order. Users control what tickets and tasks to delegate. When needed, Otta escalates to human specialists to ensure the best customer experience.

AICX Tools

AICX Intelligence

AICX Intelligence captures the context and key information of a support ticket and populates ticket fields. It scans the text and retrieves critical details humans would normally look for: what the issue is, which product it involves, language of the customer’s message, the customer’s mood, and even identifiers like order numbers or refund amounts. AICX Intelligence provides other agents, human or AI, clean and structured views of a ticket.

AICX Translate

AICX Translate provides real-time translation for over 150 languages. Unlike generic translation engines, AICX Translate applies custom glossaries (brand-specific terms, product names) and does a “back-translation” to guarantee accuracy before sending. Use auto-recommended language models based on the language at hand or manually select from best-in-class providers including DeepL, Google, OpenAI, and Anthropic.

AICX Compose

Craft new messages or suggested improved responses with AICX Compose. Can be used as copilot for human agents or AI-driven ticket handling.

AICX Knowledge Retrieval

Connect your knowledge bases and surface the most relevant knowledge base snippets, policies, or troubleshooting steps with AICX Knowledge Retrieval. Every piece it retrieves comes with a citation, so agents and customers can trust where the answer comes from. Instead of manually searching through knowledge bases or asking teammates, AICX Knowledge Retrieval instantly brings the right guidance into the workflow.

AICX Action

AICX Action performs actions based on clear instructions, mimicking human behavior. Actions may include navigating browser windows, opening new tabs, logging in using provided credentials and clicking buttons to perform tasks in CRM or user-management systems. Common use cases include account recovery and activation.

AICX Escalate

AICX Escalate lets an AI Agent escalate and hand-off a ticket to a human specialist. Typical use cases include failed resolution paths or a request by the customer to speak to a person.