Univerx AI
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.
Building blocks
Univerx Assist in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Suggested replies
Fitting answers during the conversation, based on your knowledge base and the case.
Knowledge in the moment
The right article appears while the customer is still talking, not after a search.
Next steps
Pointers to the next sensible step, such as a follow-up question or a form.
Summary
At the end, a draft with request, outcome and open point, to review and accept.
Overview for team leads
Topics, sentiment and coaching needs across conversations, without listening to every call.
#A second pair of eyes in the conversation
Good agents know many answers. But nobody knows them all, and nobody finds every article instantly under time pressure. AI assistance starts right there: it listens, understands the request and brings the relevant knowledge onto the screen.
Univerx Assist works on the agent desktop, on the phone and in chat. It suggests; the agent decides. Responsibility stays with the person, and routine gets lighter.
#During the conversation
The customer explains that her decision letter does not match her application. While she is still speaking, the article on discrepancies in decision letters appears on the right. Below it, a suggested reply that refers to this article and the case.
The agent reads, adjusts one sentence and replies. She did not have to search, ask around or guess. The answer rests on Univerx Knowledge, not on memory.
#After the conversation
Wrap-up is often the least loved work in the contact centre. Univerx Assist drafts a summary with request, outcome and open point. The agent reviews, adds and saves. Follow-up tasks can be created directly and distributed via task routing.
Good summaries help the next contact too. Whoever calls tomorrow is served by someone who knows in seconds what happened yesterday.
#For team leads
Team leads cannot listen to every call. Univerx Assist shows them which topics are frequent right now, where sentiment is tipping and where a team needs support. The article Team leads see topics, not just numbers describes what that looks like day to day.
| View | Shows | Benefit |
|---|---|---|
| Topics | Frequent requests in recent hours | React early to new problems |
| Sentiment | Conversations where the mood is tipping | Targeted support |
| Coaching | Recurring uncertainty in the team | Training where it is needed |
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
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
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
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
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
Does Univerx Assist decide for the agents?
No. Assist suggests, the person decides. Every suggestion can be accepted, adapted or discarded.
Where do the suggested replies come from?
From your knowledge base, approved text snippets and the context of the case. Generative suggestions are grounded in these sources and point to them.
Is the performance of individual agents assessed?
The team-lead overview can be limited to topics and teams. Whether and how individual data is visible is set through roles and your agreements with the works council.
Related
ProductsAgent desktop
One workspace for every channel: conversation, customer history, case and scripts on one screen. With AI support from Univerx Assist and no switching between five programs.
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.
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.
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.
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.
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.
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 assistance (agent assist)
AI assistance supports agents live during the conversation: with suggested replies, relevant knowledge, next steps and an automatic summary. The decision on what is said stays with the person.
GlossaryGenerative AI
Generative AI produces new content, in customer service mostly text: summaries, draft replies, translations. It is fast and fluent, but it only knows your facts if you give them to it.
GlossaryGrounding (RAG)
Grounding ties AI answers to verified sources. The common method is retrieval-augmented generation (RAG): first find the relevant content, then answer only from it and name the source.
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.