Univerx AI
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.
Building blocks
Supervisor copilot in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
The situation in words
What is going on in the queues right now, as a short summary instead of a wall of numbers.
New topics early
Clusters and new requests stand out before they turn into a peak.
Sentiment and risks
Sentiment trends and cues on compliance risks, by topic and team.
Suggested actions
Open an overflow, publish a knowledge article, schedule coaching on a topic.
Shift summary
At the end of every shift, a report on topics, anomalies and open points.
Ask the data
"Why is waiting time rising in billing?" The answer cites its source.
#See more, search less
Team leads have plenty of numbers in front of them: waiting times, service levels, calls in the queue.
What they rarely see is the reason behind them. The supervisor copilot puts the situation into words: what people are talking about, what is changing and what to do now.
It complements real-time monitoring rather than replacing it. The numbers stay; the explanation is added.
#What the copilot shows
It works from data the platform produces anyway: queues, topics and sentiment from conversation analytics, reports and the knowledge base. The copilot condenses them into a few sentences.
In billing, questions about the new instalment amount have risen sharply since midday. Sentiment in these conversations is more irritated than usual. A matching knowledge article is missing.
#From observation to action
For every anomaly the copilot suggests a next step. A person has to carry it out: suggestions are offers, not automation.
| Observation | Suggested action |
|---|---|
| A topic is growing fast | Open an overflow group or offer a callback |
| Many questions without a matching answer | Publish a knowledge article in Univerx Knowledge |
| A topic takes the team noticeably long | Schedule a short coaching session on the topic |
| A mandatory notice is missed more often | Review the notice, pass it to quality management |
#Shift summary and questions
At the end of every shift a short report is produced: topics, peaks, anomalies, open points. The next shift starts from where the last one left off, not from zero.
In between, the team lead asks in natural language: "Which topics are driving waiting time today?" or "What has changed since yesterday?" Every answer points to the data it is based on.
#Built against individual surveillance
The copilot is a tool for steering topics and teams, not for assessing individual employees. In Germany such systems are subject to co-determination. Univerx is designed so you can configure the analysis accordingly.
| Setting | Effect |
|---|---|
| Analysis by topics and teams | No personal data in summaries and suggestions |
| Roles | Only authorised people see details of individual contacts |
| Audit log | Traceable who asked which question |
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
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
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
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
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 copilot monitor individual employees?
No. It is designed around topics, queues and teams, not around assessing individual people. Whether personal data is visible, and to whom, is governed by roles and your agreements with the works council.
Does the copilot put actions into effect itself?
It suggests; the team lead decides. Opening an overflow or publishing an article is a deliberate step by a person, and it is logged.
Where do the answers to questions come from?
From platform data: queues, topics from conversation analytics, reports and the knowledge base. Every answer points to its basis so it can be checked.
Related
ProductsReal-time supervision
A live view of queues, service levels and agent states. Team leads listen in, whisper or barge in, and follow chat, video and co-browsing live. Configurable for German co-determination.
ProductsReporting & analytics
Real-time views for running operations, historical reports for management, alerts on deviations and data export for your own analysis. Across every channel, configurable for co-determination.
ProductsQuality management
Record conversations and screens with consent, evaluate them with forms, calibrate evaluators. Quality management in Univerx is designed for transparency towards those evaluated and for co-determination.
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 casesPeak load & crisis communication
When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.
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.
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.
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.
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GlossarySentiment analysis
Sentiment analysis estimates from wording and the course of a conversation whether a contact is calm, positive or tense. It reveals trends across many conversations, is unreliable for single cases and touches co-determination and privacy.
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.
GlossaryService level
Service level is the share of contacts answered within a target time. It drives staffing decisions, but says nothing about whether the customer's request was actually resolved.
GlossaryQuality management (QM)
Quality management in customer service evaluates conversations with fixed forms, aligns evaluators' standards and turns results into coaching. Recording requires consent; evaluation requires the works council's involvement.
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.