Univerx AI
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.
Building blocks
Real-time translation in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Text both ways
Chat, messaging and email are translated on arrival and on reply, with no detour.
Live captions on calls
On the phone, speech is transcribed and translated as captions in the agent's workspace.
Synthesised voice
If wanted, an AI voice speaks the translation, disclosed as AI.
Transcript in both languages
Original and translation are stored together, for follow-up work and evidence.
Glossary
Specialist terms, product names and set phrases are translated the way you define.
#Every customer in their own language
Not every customer speaks your team's language, and not every team has the right person for every language. Real-time translation closes that gap: the customer writes and speaks in their language, the agent answers in theirs.
The request then reaches the person best placed to resolve it, not whoever happens to speak the language.
#What it looks like in the contact
In web chat, in messaging apps and by email, every incoming message is shown translated, with the original beside it. The agent writes the reply in their own language; the customer receives it in theirs.
- Detect the language. The platform recognises the customer's language from the first message or sentence.
- Give notice. The customer learns that machine translation is used.
- Translate. The message or speech appears translated in the agent desktop.
- Reply. The agent answers in their language; the translation goes to the customer.
- Record. Original and translation are filed together in the case.
#On the phone
On calls, the conversation is transcribed and translated live. The agent reads the translation as captions and replies. If wanted, a natural AI voice speaks the reply in the customer's language, disclosed as AI.
Univerx Assist keeps working throughout: answer suggestions and knowledge appear in the agent's language.
#Specialist terms translated correctly
A glossary defines how terms are translated: product names, service names, phrases from official letters. So a tariff has the same name in every language, and fixed terms are never paraphrased freely.
#Where translation helps most
| Area | Typical request |
|---|---|
| Public sector | Questions about applications, appointments and documents |
| Healthcare | Booking appointments, instructions before a treatment |
| Logistics | Delivery, collection, questions from drivers |
| Customer service in the US | Requests from Spanish-speaking customers |
#Transparent and traceable
The customer learns at the start that translation is used and can ask for a person who speaks their language at any time.
The transcript is kept in both languages, with retention and deletion under your periods. This is designed for the GDPR and the transparency duties of the EU AI Act.
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.
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
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
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
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
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
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
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 the customer know the conversation is translated?
Yes. A notice at the start of the contact says that machine translation is used. Anyone who prefers another language or a person who speaks theirs can say so at any time.
How reliable is the translation?
For everyday requests it is usually easy to follow. The glossary helps with specialist language. For legally binding statements, such as in official decisions, we recommend approved text templates or a reviewed translation.
What is stored?
Original and translation, under the retention and deletion periods you set centrally. Call audio is recorded only with consent or another legal basis.
Related
ProductsWeb messaging & chat
Asynchronous chat on your website and in your apps. Customers can pause and pick up later, the history is kept, and AI agents handle what they can resolve.
ProductsEmail
Emails are recognised, categorised, prioritised and distributed like calls. With templates, suggested replies and reports, so no inbox overflows and no deadline slips.
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 casesDigital citizen office
The digital citizen office brings the visit to the town hall into one session: book an appointment online, get advice by video, upload documents, fill in the form together, sign with legal effect and pay the fee. The result goes straight into the case system.
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.
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.
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.
IndustriesLogistics & mobility
Communicate shipment status, delivery slots and disruptions proactively, before anyone calls. Driver and customer communication run in one queue; exceptions become tasks with deadlines.
Guides2 November 2026 · 11 min readDigital citizen service: identity, documents, case
How councils and agencies resolve requests without broken hand-offs: from first contact through identification, signature and document checks to the reply, with Univerx Channel, Semantic² and a look at social data protection and written-form rules.
Guides2 November 2026 · 11 min readAccessibility in customer service (EAA)
What the European Accessibility Act and its German implementation demand of customer interfaces, which channels are affected, and how to check chat, voice dialogues, forms and contact routes against WCAG 2.1 AA and EN 301 549.
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.
GlossarySpeech analytics
Speech analytics transcribes calls and analyses them together with chats and messages: by topic, sentiment and compliance. It shows why people get in touch and where processes get stuck.
GlossaryOmnichannel
Omnichannel means every channel runs through one queue, one contact history and one desktop. Customers switch channels without their request starting over.
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.