Omnichannel support copilot
Consistent answers across chat, email, and voice with one policy layer.
Routing, tools, and retrieval shared across channels so policy updates propagate in minutes, not sprints.
Support leaders wanted one brain behind chat widgets, agent desktops, and IVR summaries. dex28 routes channel adapters to the same tool registry and knowledge base, with per-brand style prompts.
Channel-specific adapters are thin; business rules live in the gateway (limits, allowed tools, PII redaction). That keeps compliance review centralized while teams experiment on wording.
Tool calls for order lookup, refunds, and KB search share OAuth-scoped credentials. Streaming tokens to the UI mirror what is logged for QA sampling.
Embeddings stay partitioned per brand to prevent cross-tenant leakage in retrieval.
Agents see suggested replies with citations; supervisors see latency and policy violations in the dashboard. Playground replicas let UX writers test prompts against recorded transcripts before publish.
Square, high-contrast panels match the rest of dex28 so internal tools feel like one system.