Univerx AI
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.
Building blocks
Authentication & fraud protection in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
App confirmation
The customer confirms the contact with a single tap in your app. No code, no follow-up questions.
One-time code & knowledge questions
A code by text message or email, backed by questions only the right person can answer.
Voice traits with consent
The voice as an additional factor, only after explicit consent and revocable at any time.
Verified once, valid everywhere
IVR, voicebot and agent see the same status. Nobody asks twice.
Risk signals
Signs of spoofed numbers, unusual patterns or synthetic voices appear on the agent desktop.
Step-up before changes
Before sensitive actions such as new bank details, the flow asks for stronger proof.
#Who is on the line?
Every contact that goes beyond general information starts with the same question. Traditionally, customer number, date of birth and postcode follow. That costs time, annoys honest customers and barely slows down determined fraudsters.
Univerx verifies identity where the contact begins, with the method that fits the request. The result then holds for the whole contact, across IVR, voicebot and agent.
#The methods
App confirmation. When a customer calls, she receives a push notification in your app and confirms with one tap. It is convenient and strong, because the device is already hers.
One-time code. A code by text message or email to the address on file, entered on the keypad or read out in the conversation. It suits everyone who does not use your app.
Knowledge questions. Questions about details only the right person knows, such as the last invoice. They complement other methods but rarely replace them on their own.
Voice traits. With explicit consent, the platform recognises the voice as an additional factor during the conversation. Without consent no voice profile is created, and withdrawing consent deletes it.
Online ID card. For cases that need high assurance, such as signing a contract, identification with the online ID card is a design goal of the optional Univerx Channel add-on.
#Verified once, visible to all
- Verify. The IVR or voicebot requests the right method before the customer describes her request.
- Pass on. The status travels with the contact, including method and time.
- Show. On the agent desktop, the agent sees at once that the customer is verified and starts without follow-up questions.
- Step up. Before a sensitive change, the flow requests a stronger method if needed.
#Fraud signals that reach the right person
Fraud in customer service often exploits friendliness and time pressure. That is why Univerx shows signals where the decision is made: on the agent desktop, with a short reason.
| Signal | What the agent sees |
|---|---|
| Spoofed or masked number | A note that the number and network details do not match |
| Unusual pattern | Many attempts in a short time or changing details |
| Sign of a synthetic voice | Traits that suggest an artificially generated voice |
| Deviation from the profile | Request or channel does not fit the history so far |
A signal is a prompt, not a verdict. Your rules decide what follows: an additional check, a handover to a specialist team or a callback to the number on file.
How card details are kept out of the conversation is described in Secure payments in the conversation. The technical foundations are covered under Security.
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.
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
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
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
Frequently asked questions
Are voice traits captured automatically?
No. A voice profile is created only once the customer has given explicit consent. Anyone who does not consent uses the app, a code or knowledge questions. Consent can be withdrawn at any time, and the profile is then deleted.
Does the AI decide whether someone is committing fraud?
No. The platform shows signals and the reasons behind them, such as a suspicious number. What happens next is the agent's decision under your rules, for example an additional check.
Which method suits which request?
You decide. A one-time code is often enough for a delivery status, an address change calls for app confirmation, and a contract signature for the online ID card.
How does this relate to Univerx Channel?
Univerx Channel is an optional add-on for cases that need high assurance. Identification with the online ID card is a design goal there; the result feeds into the same status.
Related
ProductsIVR & self-service
Voice menus and speech dialogues resolve simple requests around the clock. Those who need a person arrive with context, and instead of hold music there is a callback on request.
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.
ProductsSecure payments in the conversation
Customers pay by phone keypad, in a secure payment field in chat or via a payment link, without card or bank details reaching agents, the recording or the transcript. Designed for PCI DSS.
ProductsSecurity
Encryption in transit and at rest, identity and access control, network and API security and secure operations. What the platform brings, and what you set yourself in administration.
Use casesIdentification & online closing
Close cases that need an identity or a signature within one contact: a link with no download, identification with the online ID card and eIDAS signatures as a goal in the Univerx Channel, and the result straight back into the case.
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 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.
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.
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.
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.
Guides2 November 2026 · 11 min readRunning a contact centre in Europe
What the GDPR, the EU AI Act and German co-determination mean for routing, recording and analytics – and how to answer the questions from procurement, privacy and the works council before the first contact runs on a new platform.
GlossaryOnline ID card (eID)
The online ID is the eID function of the German identity card. With card, smartphone and PIN, people can prove who they are securely, without ID copies or appointments. How it works and what businesses need.
GlossaryInteractive voice response (IVR)
An IVR answers calls before a person takes over. It resolves simple requests itself, gathers the rest in a structured way and offers a callback instead of a hold queue.
GlossaryVoicebot
A voicebot is an AI agent on the phone. It understands requests in free speech, answers in natural language, completes simple tasks and hands over with context when a person is needed.
GlossaryeIDAS
The eIDAS regulation gives the EU a common framework for electronic identification and trust services. It defines when a digital signature counts like a handwritten one, and it brings the EUDI Wallet.
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.