Xect AI is an agentic care assistant: agents bring network, billing and interaction records into one context banner, recommend the next action, and draft the wrap-up, so reps spend the call resolving instead of researching.
Outage status, billing state, open tickets and the last thirty days of contact live in different systems, so the rep reconstructs the customer while the customer waits. Xect AI agents assemble that picture before the call connects and keep it current while the conversation runs.
CTI and IVR events identify the caller and pull the live Customer 360 record before the first ring finishes.
Models and the knowledge graph classify the moment: repeat call, outage-impacted, billing dispute, churn risk. Three lines, ranked.
The banner and the next-best action land on the rep's screen; credits above policy pause for approval.
Wrap-up notes and intents file themselves and flow to the Transcript Analyst and routing models.
Each agent owns one step in the call-to-close path above and hands off cleanly to the next. Every recommendation cites the source record and when it last updated, so the rep can check it before acting on it.
Assembles the customer's live state when the call connects
Pulls network, billing, care and digital events into one record the moment CTI or IVR identifies the caller, then refreshes that record on every new event for as long as the call runs.
Turns signals into the three lines a rep needs
Reads the fused record and the live transcript together, and ranks what actually matters for this call: is this a repeat contact, an outage, a billing dispute, or a churn risk.
Drafts the fix, the credit and the words
Proposes the resolution path from the playbook library, pre-fills a credit when one is warranted, and pauses above policy for a supervisor's approval instead of guessing.
Drafts notes and classifications for the configured review process
Drafts the call summary and the intent/sub-intent the moment the call ends, updates the ticket and the customer timeline, and hands the interaction to QA scoring.
Network, billing, tickets, contact history, outage state and speed tests arrive as one banner, not six tabs.
The banner shows how many times the customer reached out and which ticket is still open.
Suggested pilot measures: handle time, first-contact resolution, and after-call work. Required identity and security checks still run as configured.
Notes, intents and ticket updates draft at hang-up, ready for the configured review step, and feed QA and routing.
The same inference that briefs the rep also deflects the call, routes the next one and briefs the chatbot.
When a subscriber in a known outage calls, the rep sees the outage, the ETA and the last six contacts before saying hello.
See the industry pageWhen a customer calls during a storm, the banner shows the outage polygon, the meter status and the last bill change.
Talk to us about utilitiesWhen a claimant calls, the rep opens with claim stage, adjuster notes and the two prior calls this week.
See the industry pageWhen a patient calls, the banner shows the upcoming appointment, the open referral and the portal message left yesterday.
Talk to us about healthcareWhen a guest calls, the rep sees the reservation, the open maintenance ticket and the loyalty tier first.
See the industry pageOwns the conversation, and needs the customer's state ready when the call connects, not five questions into the call.
Owns the team's handle time and quality, and needs every suggestion traceable back to the record and the policy it came from.
Owns the numbers, and needs deflection, routing and assist to share one intelligence layer instead of three disconnected projects.
Owns the customer experience across IVR, chat and phone, and needs the same context to show up no matter which channel the customer picks.
Review an agent-assistance scenario built from your own customer, network and billing events.