A customer-service specialist reviews an open case folder while a colleague works nearby.

CX Agent / An offering by Hexagon

Resolve the question.Keep the context.

Support your customers across email, Voice AI, a web chat widget and WhatsApp. Resolve requests with the right context, and bring in your team when it matters.

See how it works Discuss your support workflow

CX Agent / Airlines and travel

My flight was cancelled. Get me to Lisbon today.

Rebooked on the 6:40pm flight.

Arrives in Lisbon at 9:10pm. Same baggage allowance; new itinerary sent to WhatsApp.

Booking record · Flight availability · Airline policy

Ask a little more of your AI.

01 / Every channel, connectedExample conversations

Wherever they ask.
Ready to help.

Retrieve the document, update the booking or resolve an account question—from the conversation the customer is already in.

The right document.
Back in their inbox.

Find the record, answer the question and send the attachment in the same thread.

April invoice

Laura Lima09:41

Could you resend our April invoice? I need it for our month-end accounts.

Customer accountInvoice found

Customer care09:41

Of course, Laura. Your April invoice is attached.

Invoice · April.pdf84 KB

A complete answer, with the document.

Voice AI

A conversation.
A confirmed appointment.

Help callers find an available time, confirm their choice and update the booking.

Patient servicesCall transcript

Caller

Can I move my appointment to Friday morning?

Live availability10:30

Voice AI

There’s a slot at 10:30 on Friday. Shall I book it for you?

Caller

Yes, that works.

Appointment updatedFriday · 10:30

Web chat widget

Answer in the context of the customer’s account, plan and place in your product.

A quick message.
One less thing to worry about.

Recognize the booking, check the property’s policy and give a clear answer on the go.

Maison HotelBusiness account

Today

Our flight is delayed. Can we still check in after 22:00?

18:24

Your reservation + hotel policy

Yes, Laura. Our front desk is open all night, and your room is held for tonight.

Come straight to reception when you arrive.

18:24

Perfect, thank you!

18:25

They can arrive with peace of mind.

A new channel.
The same understanding.

When a customer moves from email to a call, bring the conversation with them. The company brain connects the relevant history, records and policies.

Explore the company brain

02 / Your team, supportedInformation · Policy · People

Useful answers.
Prepared handoffs.

Set the scope of your agent’s work: the information it can use, the actions it can take and the moments that need a person.

Two warehouse colleagues checking a delivery request beside a parcel — The full context, ready for your team.

Answer from the record.

“What’s included?” “Where is my order?” Answer recurring product, policy and delivery questions from the information you connect.

Escalate with a purpose.

A policy exception. A request needing approval. Give your team the conversation, the checks already made and the decision to take.

03 / Start with one support workflow

Which requests
keep coming back?

Start with the questions filling your queue. We’ll connect the right records and actions, then define when a person should step in.

Discuss your support workflow

Resolve the question.Keep the context.

Wherever they ask.Ready to help.

A new channel. The same understanding.