Connect conversations, documents and case records so the next person can see what was asked, which information was used and what still needs attention. Work from approved knowledge and bring staff into the decisions that need judgment.
Someone asks a question. A document arrives. A specialist needs to step in. AdaptCX connects those moments, so your people can focus on the work instead of piecing the story together.
He has a question about an unemployment claim.
See how the platform supports the next step.
Marcus starts in chat. The assistant explains his next step using approved guidance. When he switches to voice, the question goes with him.
Explore Virtual Assistant →The question, the source and the conversation.
I received a request for more information. What should I send?
Use the instructions in your notice to identify the information requested. I can help you find the submission guidance.
Marcus needs help understanding a request for information.
Marcus needs help interpreting two notices. A staff member receives the question and conversation context, with guidance alongside the discussion.
Explore Assist →The conversation and the unresolved question.
Marcus received a request for information and a separate status notice. He needs help identifying the next action.
Review the notice reference and the information requested before explaining the next step.
Sample staff guide →Jamie checks the notices with Marcus. The agent leads.
Marcus uploads a supporting document. An employer sends a fax. Document AI and Fax AI organize the incoming information and flag details for staff review.
Explore Document AI →Source documents, extracted details and review flags.
Marcus · PDF
ClassifiedEmployer · 3 pages
For reviewA reviewer verifies the extracted details before use.
If Marcus appeals a decision, the case moves into an appeal workflow. The authorized reviewer has the supporting materials and hearing record together.
Explore Digital Appeals & Records →The case history, exhibits and hearing record.
The officer assesses the evidence and signs the decision.
Fictional scenario and sample screens. Record access, handoffs and actions depend on the configured workflow. Authorized people make consequential decisions.
You don’t need every product to get started. Virtual Assistant serves the person asking for help. Add the capabilities that support your team and the process behind it.
A narrated illustrative overview of how AdaptCX connects conversations, documents and records, with people involved in review and decisions.
One request. Six ways to help.1:04 · Watch video
Watch video · 1:04
Narrator: One request. Six ways to help. Narrator: This is the AdaptCX platform. Narrator: Virtual Assistant answers people on chat and voice, from approved sources. Narrator: Fax AI reads what arrives and routes it. Narrator: Document AI pulls the details and flags what needs a person. Narrator: Assist guides your agents live, and writes the summary. Narrator: Digital Appeals keeps every exhibit and every record ready for review. Narrator: And it all runs inside your own Google Cloud. Narrator: Known scenarios follow approved playbooks. Questions get cited answers. Judgment goes to people. Narrator: Every step lands in one connected case record. Narrator: AdaptCX. Conversations, documents and records, connected. Narrator: Get a demo at adaptcx.ai.
Use fixed workflows where the process is known, relevant sources where an answer needs knowledge, and people where the next step needs judgment.
Follow an approved,
versioned playbook.
Retrieve relevant sources
to support the answer.
Give the context to
an authorized person.
Review the architecture around GKE Autopilot, Shared VPC, identity, encryption keys and Cloud Logging, with boundaries and responsibilities agreed for your environment.
Explore the deployment architecture →Deterministic-first AI checks fixed rules and approved playbooks for familiar requests before using generative methods. Your team defines when a request needs retrieval or human review.
Generative AI remains useful. It can assist with questions that are not covered by current playbooks and pull in the appropriate data, subject matter expertise, and review controls. Once the output is repeatable, your team can monitor it and determine if they want to add it to a versioned playbook.
Read the Full AnswerA virtual agent talks directly with the customer. Agent assist supports a human employee with suggestions and source references while the employee stays responsible for the interaction.
The two can support separate parts of the same request. A virtual agent might collect initial details and handle a routine question. If a person needs to take over, agent assist can use the conversation’s context to help that employee handle the next step.
Read the Full AnswerContact center as a service (CCaaS) delivers features such as routing, agent desktops, reporting and workforce management through a cloud service.
Plan CCaaS integrations around identity, customer records, approved knowledge, telephony and reporting requirements.
Read the Full Answer