The confidential engagement platform had to become a reusable product: one conversational and agent core, many organizations and industries, without rebuilding the stack for each tenant.
Extended agent orchestration, retrieval, and workflow automation into a cloud-native customer-experience platform. Owned how third-party systems attach to that platform — including a supervised MCP strategy so any compatible server can connect through an OAuth token and expose its tools to the agents.
In production. A tenant can stand up engagement, review intelligence, and outbound automation on web and chat, then grow into new domains by composing agents and connectors rather than forking the product.
From one engagement stack to a product
AutomatiCX is the commercialized, multi-tenant evolution of the confidential virtual-relationship work. The same ideas — conversational agents, retrieval, orchestration, and human handoff — were generalized so they are not bound to one institution or one industry. Each organization gets an isolated workspace: its own knowledge, channels, review sources, and automation rules, running on shared cloud infrastructure.
Conversational engagement
Customers and staff meet the product on web, in-app chat, and business messaging channels. Agents handle product questions, support, and guided journeys. When confidence drops or policy requires a person, the thread transfers to a human with the conversation context intact. Retrieval sits under those answers so replies stay grounded in the tenant's own documents and FAQs rather than a generic model prior.
Agent orchestration and reusable workflows
A shared multi-agent layer routes work: classify the request, retrieve what matters, call a tool, draft a reply, or open a ticket. The same skeleton can be specialized — sales assist, onboarding, complaint handling, knowledge lookup — so a new business domain is a configuration of agents and tools, not a new codebase. Workflows can act on what the platform learns: a recurring complaint becomes a routed task; a feature request becomes a tagged insight.
Review intelligence
The platform ingests customer reviews, ratings, and free-text feedback from mobile apps and other digital surfaces. It categorizes each item, scores sentiment, flags concrete issues, and can draft a reply for a human to send or edit. Over time those labels feed analytics: recurring pain, requested features, and satisfaction movement, so the business sees patterns instead of a raw review dump.
Insights and action
Dashboards and agent workflows close the loop. Trends and repeated concerns are visible; teams can trigger follow-ups, public replies, or internal tasks from the same signals. The point is not a report that sits still — it is an agent that can act on an engagement signal when the tenant allows it.
MCP connectors with OAuth
Supervised design and delivery of MCP servers for AutomatiCX, and set the strategy for how they attach. Any MCP can be connected using an OAuth token, so a third-party app or service — mail, CRM, calendars, internal tools, or a tenant's own API — becomes a tool the agents can call without a one-off integration for each vendor. The token is the contract: once a server is authorized, the orchestration layer can discover its tools and use them inside existing workflows. That keeps AutomatiCX open to the tenant's stack instead of locking them into a fixed connector list.
Cloud runtime
Unlike the on-prem confidential deployments, AutomatiCX runs on managed cloud language models, hosted retrieval, and standard cloud operations so tenants can start without standing up their own GPU rooms. The product still keeps tenant data and tools scoped per organization.
- Multi-agent CX
- Grounded retrieval
- Review intelligence
- MCP servers
- OAuth connectors
- Multi-tenant SaaS
