One engine connecting conversations, documents and cases.

Narrator: Appeals arrive as packets, from everywhere, and the backlog grows. Narrator: At intake, AI analysis builds a summary, flags missing documents and red flags, and sets the case type. Narrator: Then it creates the appeal case, and assigns the best available officer. Narrator: The officer reviews everything before the hearing begins. Narrator: Participants dial in, or the officer calls each one. The oath is administered, and they join the hearing. Narrator: During the hearing, the officer gets a live transcript, Assist, and Mentor, surfacing the statutes and limitations that apply. Narrator: Afterward, the officer reviews the summary and the AI draft, then accepts, changes, or rejects it. The decision is the officer’s. Narrator: Faster decisions. A smaller backlog. Narrator: AdaptCX Digital Appeals. Every appeal, from packet to decision.

Narrator: Your best guidance is scattered across websites, drives and service systems. Narrator: Step one. In the Operations portal, create a knowledge collection. Narrator: Step two. Add sources: web pages, files, cloud storage, and the systems your teams already use. Narrator: Step three. Index them. Narrator: Step four. Schedule a refresh, so answers stay current. Narrator: Step five. In the Assist portal, connect it to your queues, or to all of them. Narrator: That's it. Calls and chats routed to your agents now get guidance and coaching from your collection. Narrator: AdaptCX Assist. Set up once. Helpful on every call.

Narrator: Monday, 8:02 AM. The State Benefits Contact Center opens, and the queue is already filling. Caller: I want to appeal my decision. What do I include? Narrator: Assist puts the guidance beside Alex, with its source. Agent · Alex: Include your case reference and your reason for review. Your deadline is on your notice. Caller: My payment didn't come. When will it arrive? Narrator: A nudge reminds Priya of the notice she must read. Agent · Priya: First, I need to read you the payment-hold notice. Caller: Can I work part-time while my claim is open? Narrator: Week two for Marcus, and the right answer is within reach. Agent · Marcus: Yes. Report your hours each week, and we'll adjust your payment. Narrator: When calls end, the summaries are already written. Narrator: Jordan reviews flagged calls and coaches. Approved playbooks reach every desk. Narrator: Every desk. Every call. The right guidance, right beside them. Narrator: AdaptCX Assist. A coach in every agent's ear.