01Read the moment
Detect the customer’s intent—not just the message.
RelayCX classifies what the customer is trying to achieve, how urgent it is, and which business context should shape the next move.
IntentUrgencyConfidence
Platform
One governed relay from signal to outcome.
RelayCX gives customer-facing teams a controlled way to recognize intent, assemble enterprise context, act through approved systems, and involve people at the right moments.
01
Intent94%Context4 systemsApprovalRequiredOutcomeTraced
Intent detectedContext assembledSystem actionHuman approvalOutcome tracedIntent detectedContext assembledSystem actionHuman approvalOutcome traced
Scroll the relayFour stages.
Four stages.
One controlled flow.
Each stage narrows the Agent’s scope and makes the next handoff explicit.
02Assemble context
Bring the right system context into one decision.
The Agent retrieves only the CRM, help desk, billing, knowledge, or internal records approved for the workflow.
CRMSupportBilling
03Apply control
Pause when authority should stay human.
Pricing, credits, commitments, destructive changes, sensitive records, and low-confidence decisions can route to a named owner.
ThresholdsOwnersApproval
04Close the relay
Act, hand off, and retain the reasoning.
The action, supporting context, approval, outcome, and next owner stay connected so teams can review what happened without reconstructing it.
ActionAuditOutcome
Platform layers
Built around the work, the control, and the evidence.
A RelayCX implementation connects only the capabilities required by the approved customer journey.
Intent layer
Classify signals, confidence, urgency, and the customer objective.
Context layer
Retrieve scoped knowledge and account history from approved sources.
Action layer
Call enterprise tools with explicit permissions and bounded operations.
Governance layer
Set thresholds, approval owners, exception paths, and decision traces.
Observation layer
Review quality, cycle time, approval rate, exceptions, and outcome.
Tenant boundary
Operate in a dedicated customer workspace with admin-led membership.
The next relay
Map the first governed relay.
Start with one customer journey, one measurable outcome, and explicit approval boundaries.
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