Cortex

Your rules, checked against the conversation.

A rule can be a disclosure to read, a workflow, a checklist, a manager alert or a webhook. Each is checked against the transcript, and each result points to the line that triggered it.

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Live call · Rules firing

Rule fired · 00:42Refund disclosureKeyword said“refund”UnlessDisclosure already read
Required Rule · Refund disclosure

Read the refund disclosure before you raise the refund.

Cited Customer · 00:42 · “refund”

Guidance, Workflow from the rule Refund disclosure.

In developmentBeing built. Not yet ready for customer use.

Current limits

  • Rules are evaluated deterministically. A language model does not compose guidance during the call.
  • The studio is behind a feature flag that is off by default.
  • Real-time speed is a design target. It has not been measured.

Illustrative interface — fictional demonstration data.

Rules

A rule, named, on the utterance.

An authored rule is checked against what was said, and the guidance written for that rule appears. A rule can be tried against a past conversation without notifying anyone, and set to fire once per call.

  • Disclosures, guided workflows and checklists
  • Adherence and compliance tracking
  • Manager alerts in the app, and webhooks
Explore Cortex Studio
A Cortex rule firing on the Panel, named, with the guidance written for it.
Rule firedRefund disclosure

The line

A result points at the line.

A result carries the rule that fired and the utterance that tripped it, so a reviewer can open the line and judge it for themselves.

Explore Conversation Intelligence
A transcript with a finding tied to a line, with the speaker and the time.
FindingAgent · 0:19

Review

The decision is kept.

In the validation queue a finding waits until a reviewer confirms it. The finding, the citation and the decision stay together.

The validation queue, where a finding waits until a reviewer confirms it.
DecisionKept with the finding

Your rubric

The rubric belongs to your organisation.

Your organisation configures its own rubrics. Support calls are reviewed against them by a person; AI scoring of support calls is not available.

Support rubric configuration, with Care for Customer behaviours marked active.
RubricSet by your team

The rest of the platform.

Tessavra Agent

The cockpit that sits on the call, not after it.

Knowledge Brain

The answer is in your documents. It should be easy to find.

Conversation Intelligence

From every conversation to a decision someone can trace.

Common questions

Does Cortex generate the reply?

No. Guidance is authored by your team or retrieved from your documents. Rules are evaluated deterministically, and a language model does not compose the guidance.

Does Cortex score support calls with AI?

No. Support calls are reviewed by a person. AI scoring of support calls is not available.

Where did quality management go?

It is part of Cortex and Conversation Intelligence. Quality is a job of the platform, not a separate product.

Talk to us about this.

Cortex is in development. Tell us what you want it to do and we will say plainly where it stands.

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