Intelligence runs cognitive processes: sets of rules that frame any language model and put it to work on a file, a recording or a piece of text. The same process can be operated by hand, called from a service, or invoked by a step inside Workflow — which is how a flow ends up with judgement in it.
Something comes in — a file, a recording, a piece of text. It goes through the rules that frame the model, the model answers inside them, and what comes out is checked before anything else uses it. The model changes; the process does not.
The same document, asked twice, comes back two different ways. When somebody asks why, there is nothing to point at: no rule that was applied, no version that was in force, no record of what the model was told. It works in a demo, and it cannot be put in front of an auditor.
The rules live outside the model and they are the same for every case. What went in, which rules applied and what came out is written down — so an answer can be reviewed, and the model underneath can be replaced without rewriting the process.
Virtual agents are the part of Intelligence that talks to people. The agent is the same thing everywhere: the same knowledge base, the same tools, the same rules. What changes is the door they came in through.
Each agent takes a single channel: the one on the phone system and the one on WhatsApp are two agents, on purpose — what is said on a call is not written the way a chat is. What they share is everything behind them.
Seven modules. Everything the product does is one of these, and they are the same whether one process runs ten times a day or ten thousand.
Where a cognitive process is actually run: what goes in, and the result that comes out. The same thing a service call does, with a screen in front of it.
The rules that frame the model: what it may read, what it has to answer, what shape the answer takes, and what happens when it does not fit.
Agents that hold a conversation on one channel, with a flow of their own. They are designed, tested and watched from the same module.
The documents an answer may be grounded in — retrieval, so the model answers with what the business wrote and not with what it read on the internet.
What the model is allowed to call: a system of record, a web service, a query. Configured here once, and available to every process and every agent.
What ran, how long it took, what it cost and what came out. A process nobody can measure is a process nobody can defend.
Who may operate what, which models are in play, and where each process runs.
Field data capture
The clinical record, dictated from inside the ambulance
Invoice validation
Repair shop invoices, validated the moment they are submitted
Fraud reduction
Fraud signals in the call and in the file, before the payout
Call quality assurance
Every call reviewed, not the three someone had time for
A stack of files, a folder of recordings, a mailbox. Tell us what has to come out of it and we will tell you whether a cognitive process can do it — and if it cannot, we will say so.
Talk to us