CX AI

Key Capabilities

• 8-factor smart routing engine with weighted scoring (privacy, complexity, domain match, reasoning depth, latency, cost, clarity, context)
• Fine-tuned Mistral 7B SLM running locally — data never leaves the environment
• RAG system with 75+ indexed knowledge articles via ChromaDB and semantic search
• Real-time PII detection and auto-routing to local SLM for sensitive queries
• Dual sentiment analysis: VADER (5ms rule-based) and DistilBERT (50-200ms ML-based)
• Agent-to-agent handoff with full conversation context and sentiment metadata

Overview

A suite of AI solutions for contact center platforms featuring an 8-factor smart routing engine that intelligently routes queries between a fine-tuned SLM and cloud LLMs. Includes real-time agent assist with RAG, dual-provider sentiment analysis, and zero-repetition agent handoff.

By the Numbers

Tech Stack

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