AI agents & assistance
AI that resolves requests and backs up people.
AI agents resolve routine requests on the phone and in chat, Univerx Assist supports employees live, Agent Studio governs it all. Plus routing, conversation analytics and knowledge; governance is part of the product.
- Workbench for every AI agent and prompt: Agent Studio
- 1
- Self-service on the phone and in chat
- 24/7
- Disclosed as AI in the dialogue, handover to people at any time
- Always
- Data residency; hosting in Germany planned
- EU
Capabilities
What Univerx AI takes care of.
Every capability has its own page with details, common questions and ways to get started.
AI Agents
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
- AI Act
- DSGVO
Voicebots
AI agents on the phone: they understand natural speech, clarify the request, act in connected systems and hand over to people with context. Disclosed as AI, available around the clock.
- AI Act
- DSGVO
Univerx Assist
AI assistance in the conversation: suggested replies, relevant knowledge, next steps and automatic summaries for agents. For team leads, an overview of topics and coaching needs.
- AI Act
- DSGVO
Agent Studio
The workbench for AI agents and prompts: build without code, test with real examples, approve through roles and version every change. Built once, usable in every channel.
- AI Act
- DSGVO
Predictive Routing
Every contact goes to the person most likely to achieve the best result for the chosen KPI. The model learns from past contacts; you choose the goal and keep the rules.
- AI Act
- DSGVO
Conversation Analytics
Transcripts, topics, sentiment, compliance cues and root causes from calls and messages. So you see why customers get in touch, not just how often. Configurable for co-determination.
- AI Act
- DSGVO
- EU
Univerx Knowledge
One knowledge base for employees, AI agents and self-service. With semantic search that understands what is meant, and generated answers that rest on your sources and name them.
- AI Act
- DSGVO
Agentic AI
AI agents that complete multi-step tasks across connected systems: look up, change, book, trigger a process. Several specialised agents, coordinated by an orchestrator, bound by guardrails and approvals.
- AI Act
- DSGVO
Natural AI voices with ElevenLabs
Studio-quality voices in many languages and accents, fast enough for live dialogue. For voicebots, announcements, notifications and read-aloud. With ElevenLabs as technology partner, always disclosed as AI.
- AI Act
- DSGVO
- BFSG
Real-time translation
Chat, messaging, email and calls in the customer's language, while agents work in their own. Translated both ways in real time, with a glossary for specialist terms and a transcript in both languages.
- DSGVO
- AI Act
Supervisor copilot
AI summarises what is happening in the queues: topics, emerging issues, sentiment trends, compliance risks. It suggests actions, writes the shift summary and answers questions in natural language. Without individual surveillance.
- AI Act
- DSGVO
Authentication & fraud protection
Verify identity at the start of the contact: by app confirmation, one-time code, knowledge question or, with consent, voice traits. The status holds for IVR, bot and agent, and anomalies are flagged.
- DSGVO
- eIDAS
- AI Act
#AI with a clear job
Univerx AI has two jobs. First: resolve requests that have a clear flow, around the clock and in every channel. Second: support people when a request needs judgement, empathy or a decision.
The two interlock. An AI agent clarifies the request and hands over with context. Univerx Assist suggests the right reply to the agent. Conversation analytics then shows where things get stuck.
#Three levels, one database
| Level | What it does | Functions |
|---|---|---|
| Automate | Resolve requests independently | AI agents, agentic AI, voicebots, natural AI voices |
| Support | Help people in the conversation | Univerx Assist, real-time translation, authentication & fraud protection, predictive routing |
| Understand | Learn from conversations | Conversation analytics, supervisor copilot, Univerx Knowledge |
All three levels work with the same data: the same conversations, the same knowledge, the same cases. They are built and governed in Agent Studio.
Agentic AI goes a step further: AI agents complete multi-step tasks across systems and coordinate with each other, bound by guardrails. On the phone they speak with natural AI voices in many languages; the technology partner for these is ElevenLabs.
In the conversation, real-time translation bridges the customer’s language and the agent’s. Caller authentication verifies identity within the contact, and the supervisor copilot shows topics and risks in real time, without individual surveillance.
#Governance as part of the product
Responsible AI at Univerx is not a policy in an appendix but built in. Every function follows the same rules:
- AI agents identify themselves as AI in the dialogue.
- Handover to people is possible at any time, with full context.
- Every action is logged and traceable.
- Models and prompts are approved and versioned centrally.
- Generative answers are grounded in your knowledge base.
These rules are designed for the transparency and oversight duties of the EU AI Act (Regulation (EU) 2024/1689, EUR-Lex).
The principles behind them are on the Responsible AI page.
#Answers grounded in your sources
Generative AI can sound convincing and still be wrong. That is why Univerx grounds generative answers in your own knowledge base. Every answer points to the source it came from.
If no suitable source exists, the agent can be set to say so openly instead of guessing.
How that works technically is explained in the glossary entries Grounding (RAG) and Hallucination. How to build a knowledge base for it is shown in the guide Knowledge management for customer service.
#Documents: the optional Semantic² add-on
Many requests depend on documents: decision letters, invoices, contracts. The optional Semantic² add-on builds on Univerx AI, reads a case's documents and presents findings with amount, rule and source. A person makes the decision.
Europe layer
The rules that matter here.
Univerx AI is designed with these frameworks in mind. The Trust Center documents the status of each topic – honestly.
- GDPR · On requestProcessing agreement under Art. 28 GDPR, material for your data protection impact assessment, retention and deletion policies and role-based access.
- EU data residency · Designed forData and media in EU regions. Hosting in Germany is planned.
- EU AI Act · Designed forBot disclosure in the dialogue, human oversight, logging of every action and approval of models.
- AI Act
- DSGVO
- EU
Frequently asked questions
Does the AI replace our employees?
No. AI agents take on routine requests so people have time for what needs judgement and empathy. Univerx Assist supports them rather than replacing them.
Which data does the AI work with?
With your data in your tenant: knowledge base, connected systems, conversation histories. Generative answers are grounded in your sources. You decide which data each function uses.
How does this fit the EU AI Act?
Disclosure in the dialogue, human oversight, logging and central approval are built in and designed for the requirements of the EU AI Act. They do not replace a legal assessment of your specific deployment.
Where do we start?
With a request that is frequent and has a clear flow. One AI agent in one channel, one team for handovers, one KPI to measure. Then the deployment grows step by step.
Related
Add-onsSemantic²: read documents, findings in euros
Semantic² is an optional add-on to the Univerx platform. It reads the decision letters, contracts and invoices behind a case, checks them against rules and bookings and reports deviations as a finding in euros. The decision stays with people.
Use casesSelf-service around the clock
AI agents resolve routine requests on the phone and in chat, at any hour. They are disclosed as AI, act only in approved systems and hand over with context as soon as a person is needed.
Use casesCustomer service
Every request on the right channel, with the right person, with the whole context. Routing, workspace, Univerx Assist and knowledge work together in one flow.
Use casesBack-office automation
Steer back-office work the way you steer customer contacts: task routing with SLAs, workbins and tracking. Semantic² checks the documents and returns findings in euros with their source. A person always makes the decision.
IndustriesPublic sector
The complete platform for citizen service: every channel in one queue, public service numbers and hotlines with AI agents, appointment booking, video, secure messaging and translation. Plus the digital citizen office for a visit to the authority in one session. Designed for social data protection and accessibility.
IndustriesUtilities & telecoms
High volume, many routine requests: AI agents for meter readings, tariffs and bills, outage communication at peak times, payment reminders with consent checks. Documents for your NIS2 obligations on request.
IndustriesInsurance
Claims service with calm and pace: notifications on every channel, checks of invoices and policies with Semantic², agreements signed in the conversation and routine requests resolved in self-service.
IndustriesHealthcare
Hospitals, practices, care services and pharmacies on one platform: appointment service with reminders and callbacks, video consultations in the browser, pre-sorting of requests and patient service on every channel. Designed for the protection of special categories of data.
Guides2 November 2026 · 11 min readIntroducing AI agents responsibly
Disclosure, handover, permissions, logging, approval and measurement: what should be settled before an AI agent goes live in customer service – step by step, with a checklist for the project team.
Guides2 November 2026 · 11 min readKnowledge management for customer service
Building one knowledge base for people, bots and self-service: what belongs in it, how articles are structured and written, how grounded answers come about, who maintains and approves, and how to tell whether the knowledge holds up.
More families
On the same cloud.
Each family can be introduced on its own and joins without a new administration.
- Workforce engagement
Univerx Workforce
The right people at the right time, planned with the team.
- Customer journey management
Univerx Journeys
Understand what customers really do, and act at the right moment.
- Campaigns & notifications
Univerx Outbound
Reach people without intruding.
- Integrations & APIs
Univerx Marketplace & Developer
Open to your system landscape, never an island.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.