For public-sector and regulated teams

Put AI to work. Keep your team in control.

Help people find answers, turn incoming documents into usable information, and hand work to staff with the context they need. AdaptCX connects these everyday steps while keeping your team in charge of the decisions.

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Grounded in your policiesHuman oversightRecords you can review
From a question to a next stepIllustrative example

Someone needs help

“My application was denied. What can I do next?”

A question that needs a clear, useful answer.

Your knowledge provides context

Find the relevant guidance and keep its source attached.

Approved appeals guidance Source linked

A next step, with someone available to help

“I can explain the appeal process and connect you with someone who can review your situation.”

Human review when needed
One platform. More ways to help.
Virtual Assistant ↗Assist ↗Document AI ↗Fax AI ↗

Our history

AdaptCX builds on an earlier, smaller version. The expanded platform has not yet been deployed in full at a customer site.

Our product history
Watch the walkthrough

See how a question becomes a useful answer.

Follow a request from the first question to a source-backed response, with your team involved when needed.

A question. Its context. The next step.A question. Its context. The next step.1:30 · Watch video

Watch video · 1:30

Read the transcript

Narrator: What is AdaptCX? An AI service platform that helps customers get answers, and helps your people handle the conversations that need a human. Narrator: Think about a simple question: What do I need to submit? The answer may exist, but the customer still has to find it. Narrator: AdaptCX starts with a Virtual Assistant. It turns your approved information into a conversation, on the web, by phone, or through text. Maya: What do I need for this application? Virtual Assistant: Here is the application checklist, with the guide behind it. You can review the requirements here. Maya: One document uses my previous name. What should I do? Narrator: When the question needs a person, the conversation and its context can go with it. The employee sees what has already been discussed. Narrator: Agent Assist supports that employee with relevant guidance during the conversation. The agent checks the source and explains the next step. Narrator: That is the idea: help the customer before the handoff, and help the employee after it. Two sides of service. One platform: AdaptCX. Narrator: For document-heavy work, optional add-ons include Fax AI, Document AI, and Digital Appeals. Your team chooses what it needs. Narrator: AdaptCX. Put AI to work. Keep your team in control. Let us show you a journey from your organization.

See how a question becomes a useful answer.

Follow a request from the first question to a source-backed response, with your team involved when needed.

Built around your deployment requirements

Sovereign Deployment architecture Tenant isolation Customer-managed keys In-tenant deployment Audit records
AdaptCX Impact

Help a nonprofit address one practical challenge.

Each quarter, AdaptCX selects one nonprofit for up to 80 no-fee professional-services hours on an agreed challenge in AI, automation, customer experience, data or access.

Explore the Program Nominate a Nonprofit
How we agree the scope

We define the work together. Training, implementation and handoff share the 80-hour allowance. Third-party costs are separate unless donated. Participation does not require becoming a paying customer.

Built around high-stakes work

Controls for regulated work, with practical uses across your business.

When a conversation becomes part of an official record, the details matter. AdaptCX’s architecture brings together source-backed guidance, tenant isolation and reviewable activity. Those same capabilities can help commercial teams manage customer requests, maintain consistent information and understand how work was handled.

Reviewable interactions

For regulated teamsKeep a record of the conversation, sources and actions.
For commercial teamsGive staff useful context when they review a customer request or follow up.

Guidance from approved sources

For regulated teamsWork from the policies and information your organization approves.
For commercial teamsHelp customers get answers based on current product details, pricing rules and service information.

Separate tenant environments

For regulated teamsMaintain defined boundaries between tenant environments.
For commercial teamsPlan how separate brands or business units access and manage their information.

Versioned playbooks

For regulated teamsReview changes to workflow guidance and retain earlier versions.
For commercial teamsUpdate scripts and processes, with a history of what changed.

Sensitive-information handling

For regulated teamsAdd personal-information redaction in the data processing lifecycle.
For commercial teamsSet rules for handling sensitive information and routing it for review.

Deployment choices

For regulated teamsEvaluate deployment in your own Google Cloud project.
For commercial teamsSelect the right solution for your infrastructure and data-control needs.

Start with answers you can check, and keep your people in charge.

See How It Fits Your Organization
Who we build for

If someone is relying on the answer, then context is everything.

AdaptCX is for teams handling benefits questions, patient requests and disputed decisions. Connect useful answers with clear processes and records your staff can review.

Government

Help residents find the right service, understand requirements and reach the appropriate agency.

Explore Government

Healthcare

Support member questions, intake, and patient communication, with human review and data-handling requirements integrated into the business process.

Explore Healthcare

Legal

Link intake, hearings, appeals and supporting records so authorized staff can review how a case was handled.

Explore Legal

Finance

Support routine banking and insurance questions, and route requests needing closer review to staff.

Explore Finance

Education

Help students find information about registration, financial aid and campus services, with staff handling complex questions.

Explore Education

Utilities

Help customers report service issues, find outage information and reach the right water, power or public works team.

Explore Utilities New

Commercial

Support customer requests in retail, hospitality, SaaS and telecom, with permissions and controls suited to your business.

Explore the Platform
The platform behind every interaction

Keep context connected across channels.

The AI Engagement Hub connects web chat, voice, SMS, email and Teams with approved knowledge, workflow rules and staff handoffs.

Virtual Assistant, Assist and Digital Appeals & Records share this foundation, helping staff follow a request without piecing together separate conversations.

Explore the Hub
An appeal request
1 A person starts a web chatVirtual Assistant identifies the request.
2 Supporting documents provide contextDocument AI extracts relevant information for review.
3 An agent takes over when neededAssist helps the agent work from approved guidance.
4 The hearing and its records stay connectedDigital Appeals & Records supports capture and review.

Illustrative workflow. Available steps depend on your integrations and configuration.

The platform

Six solutions. Built to work together.

Bring conversations, documents and records into connected workflows. AdaptCX gives your team a shared foundation for helping people, handling requests and reviewing what happened along the way.

Connected workflows. Shared records. A defined tenant boundary.

Virtual Assistant

Give people a useful place to start.

Connect people to information via web chat, phone, and SMS. When the conversation takes human judgement, hand over the chat and the context to your team.

Explore Virtual Assistant Assist

Put the right guidance beside your agents.

Give agents relevant suggestions, conversation summaries and quality-review support. Guidance draws on your approved knowledge and policies, helping agents respond without searching through disconnected resources.

Explore Assist Digital Appeals & Records

Keep hearings and supporting records together.

Capture and transcribe hearings and disputed interactions. Preserve supporting context, track activity and prepare records for review, with configurable retention and access controls.

Explore Digital Appeals & Records FAX AI

Make incoming faxes easier to work with.

Identify incoming fax document types, extract relevant information and route documents for staff review.

Explore Fax AI DOCUMENT AI

Help turn paper into something your team can use.

Classify forms, claims and letters, extract relevant details and flag unclear information for review.

Explore Document AI Sovereign Deployment ON GOOGLE

Run AdaptCX in your Google Cloud.

Evaluate deployment in your own Google Cloud project, with data flows and access controls defined for your environment.

Explore Sovereign Deployment
How it works

Start with the way your team actually works.

Bring the incoming work into one place.

People reach you by phone, chat, email and SMS. Supporting information may arrive by fax, scanned document or in person. AdaptCX is designed to connect those inputs so your team can work from a more complete record.

  • Voice intake with transcription, redaction and policy tagging
  • Fax classification and structured information extraction
  • Email triage with conversation context and routing
  • Walk-in and hearing capture with timecoded transcripts
See Virtual Assistant in Action

Illustrative example

One request, across channels

  • VoiceA person explains what they need.
  • FaxSupporting documents arrive.
  • Case recordThe next person can review the context.

Give agents guidance they can check.

Assist brings relevant knowledge, case information and workflow guidance into the conversation. Agents can review suggestions against approved sources and decide what to do next.

  • Guidance drawn from approved knowledge
  • Versioned playbooks with deterministic-first matching
  • Live transcription with multilingual support
  • Automated quality scoring and coaching suggestions
See Assist in Action

Illustrative example

Guidance beside the conversation

Caller“What happens after I file an appeal?”
Agent guidanceExplain the next steps in the approved procedure.
SourceSample appeals policy and process overview.

Make the record easier to follow.

A useful record shows more than the final answer. It connects the original request, relevant sources, actions and handoffs. AdaptCX is designed to retain that context so authorized reviewers can examine how an interaction was handled.

  • Tenant-isolated infrastructure on Google Cloud
  • Role-based access and activity logging
  • Configurable retention and legal hold
  • Scheduled exports to your records system
See Digital Appeals & Records in Action

Illustrative example

Follow the response back to its source

Intake
The original question and channel.
Response
The guidance and its policy reference.
Handoff
The conversation and supporting information.
Evaluation priorities

Agree on what good looks like before you deploy.

Quality

Test answers and extracted information against an approved set of examples.

Time

Measure response times and handling times in your working environment.

Oversight

Check when people step in and what the review record captures.

Fit

Confirm that integrations, controls and day-to-day requirements work for your team.
Who it’s designed for

Explore example workflows for different teams.

These examples describe intended workflows, not customer deployments or measured results.

Government
Illustrative use case

Claims intake when demand increases

Help people with routine claim-status questions, collect relevant context and route complex appeals to a person who can review the situation.
Community Services
Illustrative use case

Help people reach the right department

Answer common service questions and guide requests between departments, keeping the conversation’s context available to the team handling the next step.
Hospitality
Illustrative use case

Keep guest inquiries moving

Support questions about reservations, dining and loyalty programs. Bring staff into the conversation when a guest needs help beyond the available information.
Explore All Use Cases
Take a closer look

Bring us the request that keeps coming back.

A caller repeating their story. A document waiting for review. A request bouncing between teams. Let’s start with the one that costs your team the most time.

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