Univerx AI
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.
Building blocks
Agent Studio in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Build without code
Assemble requests, knowledge, actions and handover rules visually, with no programming.
Test
Check agents against sample conversations before they go live, and compare results.
Approve
Four-eyes principle through roles: whoever builds does not approve.
Version
Every change as a version, with comparison and a way back to the previous one.
Reuse
Built once, usable in chat, on the phone and in messaging apps.
#One workbench for every AI agent
AI agents are not software you set up once and forget. Requests change, knowledge grows, new systems are added. So agents need a place where they are built, checked and maintained. At Univerx that place is Agent Studio.
The studio is made for specialists, not just developers. Whoever knows how a request is resolved should be able to teach the agent too.
#From request to agent
- Describe the request. What should the agent resolve, and how does it recognise it?
- Connect knowledge. Which articles from Univerx Knowledge may it use?
- Define actions. Which steps may it perform in connected systems?
- Set handover rules. When does the conversation go to a person, and with which details?
- Test and approve. Run sample conversations, then approval by a second person.
#Approval and versions
An AI agent that talks to customers is a publication, like a letter or a website. It needs approval. In Agent Studio, roles govern who may build, who may test and who may approve. Whoever builds a change cannot put it live themselves.
Every version is saved. You see what changed, who changed it and when it was approved. If something goes wrong, you return to the last good version.
| Role | May |
|---|---|
| Author | Build and change agents and prompts |
| Reviewer | Run tests and comment |
| Approver | Put versions live or roll them back |
| Observer | View logs and reports |
#Build once, use everywhere
An agent that handles appointment changes should do so in web chat, on the phone and in the messenger. In Agent Studio you build the logic once. The channels differ only in form: spoken as a voicebot, written in chat.
#Governance you can evidence
Disclosure as AI, handover to people, logging of every action and central approval are not options in Agent Studio but defaults. This is designed for the EU AI Act requirements on transparency and human oversight.
Univerx AI
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.
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 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
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
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
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
Frequently asked questions
Who works in Agent Studio?
Mostly specialists from service and process management, supported by IT for integrations. Roles define who may build, test and approve.
How do we test an agent before launch?
With sample conversations from your daily work. The studio shows how the agent reacts, which sources it uses and where it hands over. It goes live only after approval.
Can we roll back a change?
Yes. Every version is kept. Returning to an earlier version is a deliberate, logged step.
Related
ProductsCentral administration
One console for the users, roles, flows and data of every family. Flows are orchestrated visually instead of programmed, and every change is logged and traceable.
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 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.
IndustriesBanking & financial services
Service on every channel, advice with a shared view and a signature inside the conversation, onboarding with the online ID card as a goal. Plus documents for your ICT third-party risk management under DORA 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.
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.
GlossaryAI agent
An AI agent is software that understands a request in natural language, acts in connected systems and hands over to a person when a decision or empathy is needed.
GlossaryAgentic AI
Agentic AI receives a goal instead of a single instruction. It breaks the goal into steps, uses approved tools and checks interim results. Its value grows, and so does the need for limits and oversight.
GlossaryEU AI Act
The EU's AI regulation classifies AI systems by risk and attaches duties to each class: prohibitions, strict requirements for high-risk AI, disclosure in dialogue. What that means for AI in customer service.
GlossaryHallucination
A hallucination is an AI answer that sounds convincing but is wrong or invented. It follows from how language models work and can be limited, but never ruled out completely.
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.