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Narrator: Meet Maria. Her benefits were denied, she’s appealing, and she’s already called twice. Narrator: Usually, her request bounces between separate tools. AdaptCX runs it through one engine: the AI Engagement Hub. Narrator: First, it gets her request to the right team. Narrator: It remembers her whole story, from her claim to today’s chat. Narrator: Maria is frustrated, so it reminds the agent: listen first, then explain. Narrator: It finds the exact rule that applies, with the source. Narrator: It spots that her deadline is close, and flags it for staff. Narrator: It notices she’s called three times this week, a sign to follow up. Narrator: It helps supervisors see when the team is stretched. Narrator: Answers that work become guides your experts approve. Narrator: And when many people call about the same letter, it shows where to look. Narrator: One login. One audit trail. One record. Nine capabilities, one system. Narrator: AdaptCX AI Engagement Hub. One engine, every engagement.

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.

Narrator: Friday, four fifty-two. Rosa's knee surgery is Monday. Narrator: Her clinic faxes the prior authorization to her health plan. Narrator: Eleven pages. One crooked. A member ID written by hand. Narrator: On a Friday, it sits in the pile until Tuesday. Narrator: Meet AdaptCX Fax AI. Narrator: It identifies the document, and extracts the fields your team needs. Narrator: The handwritten member ID isn't clear, so it's flagged beside the original page. Narrator: Nurse reviewer Priya checks the source, and confirms it. Narrator: Routing rules send it to urgent clinical review, with the original fax and its history attached. Narrator: And a faxback tells the clinic it arrived. Narrator: Saturday, the clinical team reviews it. Monday morning, Rosa's surgery goes ahead. Narrator: Less rekeying. Clearer handoffs. Nothing lost in the pile. Narrator: AdaptCX Fax AI. Every page, to the right place.

Narrator: A week after the warehouse closed, the whole street has questions. Narrator: They call the unemployment office, in their own language. Caller: How do I file for unemployment? Assistant: You can file online or by phone. Have your last employer's details ready. Caller: ¿Cómo veo el estado de mi solicitud? Assistant: Puede verlo en línea en cualquier momento, con su número de solicitud. Caller: Èske mwen ka fè demann lan an kreyòl? Assistant: Wi. Ou ka fè tout demann lan an kreyòl. Narrator: At rush hour, the questions pour in. The Virtual Assistant answers every one, from the same approved guide. Narrator: And at midnight, when the office is closed, it's still there. Caller: ¿Tengo que buscar trabajo cada semana? Assistant: Sí. Registre su búsqueda de trabajo cada semana en línea. Narrator: Day or night. English, Español, Kreyòl. One approved guide. Narrator: AdaptCX Virtual Assistant. Every voice, one agency.

Narrator: Your customers move between channels all day. Narrator: But most systems make them start over every time they switch. Narrator: Repeat the account number. Repeat the problem. Start again. Narrator: What if the conversation followed them? Narrator: Meet AdaptCX. One conversation, across every channel. Narrator: Chat, voice, text, and back to voice. The request and its details travel with the customer. Narrator: Agents see everything that�s already happened, so customers repeat nothing. Narrator: Continuous. Contextual. In control. Narrator: AdaptCX. Change the channel, not the conversation. Book a walkthrough at adaptcx.ai.

Narrator: When AI answers your callers, where does your data go? Narrator: With most AI tools, it leaves. Out of your perimeter, into someone else's cloud. Narrator: Then the questions start. Where is it stored? Who holds the keys? Narrator: What if it never left? Narrator: Meet AdaptCX. With Sovereign Deployment, it runs inside your own Google Cloud. Narrator: Your network. Your encryption keys. Your audit logs. AdaptCX works inside all of it, on your terms. Narrator: Answers come from your approved sources. And when someone needs a person, your staff take over with the whole conversation. Narrator: It plugs into the contact center you already run. No rip and replace. Narrator: Sovereign. Source-backed. Reviewable. Narrator: AdaptCX. Put AI to work. Keep your data in control. Book a walkthrough at adaptcx.ai.

Narrator: AdaptCX Virtual Assistant helps people get answers from approved information, and reach a person when they need more help. Maya: I’m preparing a service application. What should I include? Virtual Assistant: The application guide lists a completed form and the supporting documents for your request. Here is the checklist. Narrator: Maya can see the guidance behind the answer. This example uses a fictional service guide, not personal records. Maya: One of my documents has my previous name. Can I still submit it? Virtual Assistant: That needs a staff review. I can pass along your question and what we have discussed. Narrator: The conversation continues with Alex. The question, source, and unresolved issue are together, so the next person has context. Alex: Hi Maya. I see you have a document under your previous name. Let’s review the instructions for that situation together. Maya: Thank you. That is exactly what I needed help with. Narrator: A familiar question. Approved guidance. A thoughtful handoff. AdaptCX Virtual Assistant. Help people reach a clear next step.

Narrator: AdaptCX Agent Assist helps employees find useful guidance during a customer conversation. Here is one illustrative workflow. Maya: I need to update my name and address. Which documents do I need? Narrator: As Maya explains her question, relevant guidance appears beside Alex’s conversation. Alex: I can see guidance for both updates. Let me check the source before I advise you. Narrator: Alex opens the source and reviews the instructions. The employee decides what applies. Alex: Are you changing just your address, or your legal name as well? Maya: Both. My name changed recently, and I have moved. Alex: Then use the combined update checklist. It explains the supporting documents and how to submit them for review. Maya: Thank you. Now I know where to start. Narrator: A customer question. Relevant guidance. Human review. A clear next step. AdaptCX Agent Assist. A coach in every agent’s ear.

Narrator: AdaptCX Fax AI turns incoming faxes into information your team can review and route. Narrator: Keep the original fax and its intake details together. Narrator: Identify the document. Narrator: Extract the fields your team needs. Narrator: Unclear information gets a closer look. Narrator: A person checks the source. Narrator: Then configured routing rules send the reviewed record to the right queue, with its original fax and routing history. Narrator: Less rekeying. Narrator: Clearer handoffs. Narrator: That is AdaptCX Fax AI.

Narrator: AdaptCX Document AI helps healthcare teams turn incoming documents into reviewable information. Here is one illustrative intake workflow. Nina: A new referral packet. Let me check what is here. Narrator: The original document stays beside its extracted details. Nina checks the document type and requested service. Nina: The form lists an attachment, but that document is missing from this packet. Narrator: Nina marks the missing item for follow-up. Human review determines what happens next. Sam: Here is the missing attachment. Please add it to the packet. Nina: I have added it and checked the details against the originals. The intake review is complete. Narrator: The reviewed details and source documents are ready for the next step. Clinical decisions stay with the care team. Narrator: Receive documents. Extract details. Review exceptions. Prepare the handoff. AdaptCX Document AI for healthcare.

Narrator: AdaptCX Digital Appeals brings appeal records, hearing material, and working drafts into one reviewable workflow. Elena: I disagree with the date in my benefits determination. I have submitted a letter explaining why. Narrator: The case workspace keeps Elena’s determination, supporting exhibits, and hearing record together. Officer Reed: Let us open your letter and compare it with the hearing record. Narrator: The officer checks the source and resolves conflicting evidence. AI can assist the review, but does not decide the facts. Narrator: AI prepares a working draft. The hearing officer reviews the facts, reasoning, and citations, then edits the decision. Officer Reed: I have checked the record and completed my review. This decision reflects my findings. Narrator: The officer approves the decision. Digital Appeals supports the work. Human judgment stays in control. Narrator: AdaptCX Digital Appeals. An optional add-on for workforce and labor teams. From appeal record to officer-reviewed decision.

Narrator: AdaptCX Sovereign Deployment brings the deployment conversation into your Google Cloud environment. Follow Priya, a cloud lead, through an illustrative architecture review. Priya: Before we deploy, I want to see where the application runs and who owns each part. Narrator: Start with the application boundary. Map AdaptCX and its supporting services, then trace the request from identity to application to data. Priya: Access needs clear ownership. We need named roles and permissions for staff, services, and operators. Narrator: Next, review every data path, including AI processing. A project boundary alone does not explain where every service operates. Priya: Let us document the processing locations, key ownership, and which team handles monitoring and recovery. Narrator: The operating plan connects each responsibility to an owner. Proposed changes are reviewed, and the teams agree a release window. Priya: Now we have a concrete design to review, with the open decisions clearly recorded before deployment. Narrator: Your environment. A defined boundary. Clear responsibilities. Explore AdaptCX Sovereign Deployment with your cloud team.