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.
DORA documentsOnboarding with the online IDAdvice with signatureAccessible interfaces
The requests, rules and peaks that shape this industry – and how Univerx answers them.
Routine at peak times
Blocking a card, changing an address, checking a balance: routine requests arrive in bursts. AI agents handle them around the clock and hand over with context.
Advice without a branch
In the Univerx Channel the adviser and the customer see the same form. Questions are settled while both are still in the conversation.
Identity at onboarding
The Univerx Channel is designed for the German online ID card. One link is enough: no app download, no ID scan.
Closing in the conversation
Agreements are signed during the conversation. eIDAS signatures are the goal, and the result goes back into the case.
Third-party risk
DORA requires evidence about ICT service providers. Documents for your register and your risk assessment are available on request.
Traceability
Role rights, logging of every AI action and analytics that hold up to co-determination. Auditable rather than asserted.
Customers expect two things from their bank: fast answers to simple questions, and good advice when a lot is at stake. Today the two often travel separate paths, with their own systems and their own queues.
Univerx puts both on one platform. Phone, web messaging, messaging apps and email run into one call distribution. The same history is available to the service team, the AI agent and the advisers.
Service EN· active
Queues
Voice3 waiting
Chat5 waiting
Email2 waiting
Messaging1 waiting
Conversation
AI agent, disclosedHandover from AI agent · context complete
I received the decision letter, but the amount does not match my application.
I have the case in front of me. One moment, I am checking the calculation.
Sentiment: calmVoice
Context
Case
2026-0412
History
3 · 14 d
Univerx Assist
Suggested reply
The letter deviates from the application. I will propose a correction and send you the confirmation by message.
InsertAccept
Summary
Request: deviation in the letter. Documents on file. Next step: correction, confirmation by message.
The desktop in a bank: the request, account context from the core system and the next step in one place.
AI agents take on recurring requests: block a card, change an address, book an appointment. They act only in approved systems and are disclosed as AI in the dialogue.
When it gets complex, the agent hands over with a summary. The adviser does not have to ask again what has already been said. Univerx Assist suggests replies and cites the source in the knowledge base.
With the Univerx Channel a link by SMS or email is enough. Adviser and customer see the same form, and documents can be uploaded directly. eIDAS signatures are the goal; the result flows back into the case.
For onboarding, the Channel is designed for the German online ID card. Germany's anti-money-laundering act explicitly names the electronic proof of identity as a means of identification (§ 12 GwG).
Univerx supplies documents for this on request: service description, sub-processors, operations and continuity concepts. The details are in the Trust Center entry on DORA.
Optional add-ons that matter in this industry: built on the same platform and at home in the same case.
Add-on
Univerx Channel
Identity, signature and resolution in one contact.
Sign4 / 5
Online ID card✓ Identity confirmed
Shared view
SignatureSigned
An optional add-on to the Univerx platform: a link with no download opens a guided dialogue with a shared view. Identification with the online ID card and eIDAS signatures are the goal, and the result goes back into the case. One request, one contact.
A link, not an appNo download, no account: the Channel opens in the browser on phone or desktop.
Guided dialogueThe conversation follows the request, asks only what is missing and skips what does not apply.
Shared viewBoth sides see the same page or form, with video if wanted.
Upload documentsProofs are photographed or uploaded during the conversation and attached to the case.
Add-on
Semantic²
Reads the documents behind every case. Findings in euros.
Invoice
Item 4 · deviating rate€184.50
FindingSample
€184.50
Rule
Rate × hours
Source
Invoice, line 4
Booking
Voucher 2026-0412
AcceptReject
Semantic² is an optional add-on to the Univerx platform. It reads the decision letters, contracts and invoices behind a case, checks them against rules and bookings and reports deviations as a finding in euros. The decision stays with people.
Every finding with a sourceAmount, rule, location in the document and booking sit side by side. Nothing has to be taken on trust.
Structured and scannedReads forms as well as scans and photos, marking the passage it read.
Rules you knowCheck rules are readable and versioned. What is checked can be explained.
People decideNo finding is booked automatically. Accepting or rejecting is an action with a log entry.
Building blocks
The capabilities behind it.
These capabilities and add-ons carry the solution. Each one is described on its own – with flow, use and rules.
Univerx AI
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.
The agent sees the customer's page and guides her through it, with no download and with sensitive fields masked. For forms, applications and everything that is hard to explain on the phone.
Common messaging apps run in the same queue as phone, chat and email. Customers write where they already write, and your team replies from one workspace.
Ready-made connectors for common CRM and IT service management systems: customer contact appears in the business system, and business data appears on the agent desktop. No double entry, no window switching.
The Univerx Europe layer: GDPR, EU data residency, the EU AI Act, BSI C5, eIDAS, NIS2, DORA and the Accessibility Act. For each framework the honest status, what “designed for” means and which documents exist.
Advice that does not fall apart at the broken hand-off: a shared view of offer and form, documents uploaded during the conversation and the deal signed on the spot. With the Univerx Channel and proactive engagement at the right moment.
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.
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.
Payment reminders that stay respectful: tiered notices by SMS, email, messaging and call, payment plans in the conversation or in self-service, call windows, suppression lists and consent checks through Univerx Outbound and Journeys.
Rules & evidence
The regulations that apply here.
How Univerx meets the requirements is in the trust center – with a status per topic and documents on request.
DORA
Since January 2025, DORA has required banks, insurers and other financial entities to manage their ICT providers rigorously. Univerx is designed to supply the documents you need for that.
Processing under Art. 28 GDPR, documents for your data protection impact assessment, retention and deletion policies and role rights. What exists you receive on request; what is a goal we call a goal.
The Univerx Channel is designed for identification with the German online ID card and for eIDAS signatures – inside the running contact, with no app to download for the Channel. It is prepared for the EUDI wallet.
Since June 2025, Germany's Accessibility Strengthening Act has applied to many consumer services. Univerx sets accessible customer interfaces as a goal: WCAG 2.1 AA and EN 301 549 for web messaging, the Univerx Channel and self-service.
Does Univerx replace our core banking system or our CRM?
No. Core banking and CRM systems stay in the lead. Univerx connects them through connectors and APIs, reads context for the conversation and writes results back.
Which documents do we receive for DORA?
Documents for your ICT third-party risk management: service description, sub-processors, operations and exit planning. The exact scope is agreed on request.
Can onboarding with the online ID card be used today?
The Univerx Channel is designed for it. We discuss the status for your case in the demo; we make commitments only once they hold.
May AI agents execute transactions?
Only what you approve. Every action is bound to rules and roles and is logged. The agent is disclosed as AI, and handover to a person is possible at any time.
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.
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.
ID copies, selfies, callbacks to the number on file: identification is often the slowest part of a request. With the online ID card it becomes one step in the conversation.
AI in customer service30 October 2026 · 5 min read
The most delicate moment in an automated conversation is not the hard question. It is the switch to a human. Plan it, and neither side has to repeat itself.
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.
