Xect AI uses the customer's available account and service context to answer supported questions and run approved service workflows in chat. When an issue needs a person, it hands off the conversation with the records and actions already collected.
A scripted bot identifies and verifies the same customer on every visit, runs one script no matter the symptom, and loses the whole conversation at the first escalation. Xect AI resolves the account before the first message, runs the diagnostic itself, and hands off with everything it already learned.
Web or app session resolves to the account; the live record loads before the first message.
Intent, sub-intent, language and sentiment come from the knowledge-graph taxonomy; predictive troubleshooting picks the likely cause.
The assistant runs the test, resets the gateway, takes the payment or moves the appointment through published flows.
Predictive routing sends the rest to the right queue by intent and sentiment, transcript attached.
Each agent owns one part of the exchange, from the words on screen to the queue the customer lands in if the assistant can't finish the job.
Carries the exchange in the customer's own words
Answers in the customer's language, adjusts tone as sentiment shifts over the exchange, and cites the record it is drawing from instead of guessing at an answer.
Runs the test before it asks the customer to
Triggers connectivity and speed tests, takes gateway and ONT actions like a reset, and checks the live outage feed before telling the customer what it found.
Takes the payment and explains the line item
Handles payment, autopay setup, plan changes and upgrades in the chat itself, explains a disputed bill line, and pauses at a consent gate before anything the customer would need to approve.
Sends what's left to the right queue, with context
Combines intent, sentiment and customer state to route the handoff to the right queue, carries the full context into that warm handoff, and measures how much the assistant deflected on its own.
One assistant carries the customer from browsing to renewal instead of handing off between separate tools at each step.
A recognized session tells the assistant who is likely asking. Payments, plan changes and other sensitive actions still require their own verification step.
Successful completion rate, repeat contact rate, escalation rate and customer satisfaction, tracked against the intents you turn on, from diagnostics to billing to scheduling.
A diagnosed fix replays as a flow instead of a fresh model call. Infrastructure, connectors and operations still run underneath it.
The assistant is the same intelligence as the rep's banner, in the customer's own words.
Outage-aware from the first message, the assistant runs the connectivity test itself instead of asking the customer to describe the symptom.
See the industry pageOpens with the outage ETA during a storm and sets up a payment arrangement in the same conversation.
Talk to us about utilitiesGives a claimant the claim status and accepts a document upload without a transfer to a claims line.
See the industry pageReschedules an appointment, resets a portal password and checks a referral status, all inside the same chat.
See the industry pageChanges a reservation and logs a maintenance request without routing the guest to two different desks.
See the industry pageOwns the self-service experience, and needs new intents built from real transcripts and new flows shipped without writing code, with deflection tracked against every release.
Owns the queue and the floor, and needs predictive routing and a warm handoff that arrives with context, so agents spend fewer minutes re-establishing who's calling and why.
Owns the customer's experience across every channel, and needs one context and a sentiment-aware tone to carry through chat, voice and the app alike, so the answer never changes with the channel.
Owns the integration surface, and needs the assistant to call MCP tools instead of a bespoke integration for every bot, with an audit log and a consent gate on every action it takes.
Book a 30-minute demo and watch the assistant confirm an outage, run a test and hand off with the transcript, on your data.