AI & Agents · Conversational AI
Automate digital conversations without losing the context.
Liberrex Conversational AI understands natural-language requests, uses the knowledge and data the scenario allows, then answers or starts the appropriate action on the digital channels configured for the organization.
The conversation keeps the thread, searches approved knowledge, then answers, acts or hands the exchange over.
Conversation model
Understand the request before answering.
- 01
Intent
Understand what the customer is looking for.
- 02
Context
Use what the conversation and the customer record already provide.
- 03
Knowledge
Search approved information when the answer depends on it.
- 04
Action
Answer, start a configured action, or hand the conversation over.
Dialogue
Handle conversations that do not follow a fixed script.
The request can become clearer over several exchanges. Conversational AI keeps that thread, then uses a defined step when the scenario requires it.
Several turns
Keep the thread of a conversation across multiple exchanges.
Clarification
Ask for the missing information before continuing.
Context kept
Reuse information the customer has already given in the exchange.
Controlled steps
Move to a structured step when a scenario needs more precision.
Knowledge
Answer from approved knowledge.
RAG finds the relevant passage in approved content — procedures, product documentation, policies, FAQs — before producing the answer.
Operational data comes from a connected system. A document states which papers are required. The system states the status of that request.
Enterprise knowledge
Procedures, product information, policies and FAQs.
Operational data
The status of a request, when that system is connected for the scenario.
Action and handoff
Answer, act when the scenario allows it, or pass the context on.
After the answer, the scenario can look up a status, run the allowed action, or pass on the reason and the context already collected.
Answer
Produce the reply from approved knowledge.
Look up a status
Read the state of a request when the system is connected.
Run the allowed action
Start the action this scenario permits.
Hand off
Pass the reason and the context already collected to an employee.
Use cases
Frequent digital requests, with the context kept.
Banking
Service information, a product question, or the status of a request.
Insurance
Coverage information and assistance from approved policy content.
Telecommunications
Activation and service questions on the configured digital channel.
Digital financial services
Account help and the status of a request when the system is connected.
Impact
Lighten digital service, and pass on the cases that need a person.
Reduce repetitive requests
Answer the questions that come back, from approved content.
Answer faster
Give the useful information during the digital exchange.
Keep the context
The customer does not restart the explanation at each turn.
Route complex cases
A person receives the reason and what was already established.
AI & Agents
Connected to the rest of AI & Agents
FAQ
Questions about Conversational AI
What is Liberrex Conversational AI?
It automates digital customer conversations: it understands the request, uses approved knowledge and customer context the scenario allows, then answers, acts or hands the conversation to a person.
How is this different from a chatbot?
A script follows a fixed path. Conversational AI understands the request, keeps the thread across several exchanges, searches approved knowledge and can look up data or hand the conversation over.
How does the AI use enterprise knowledge?
Before answering, RAG searches the relevant passage in approved procedures, product documentation, policies and FAQs.
Can it access customer data?
It can use operational data the scenario is allowed to read, such as the status of a request. That is separate from approved documents.
Can it trigger actions?
Yes, when the scenario includes a tool. Otherwise it answers or hands the conversation to a person.
Which channels are supported?
The digital channels configured for the organization, where the conversation is deployed.
How does the handoff to an employee work?
The employee receives the reason for contact and the context already established in the conversation.
Can generative answers and structured steps be combined?
Yes. An open question can be answered from approved knowledge, and a scenario can still require a defined step.
See how Liberrex can automate your digital conversations.
Define the request, the approved knowledge and what happens when a person should take over.