Five AI Workflows. One Intelligent System.
CX-Catalyst combines five powerful AI workflows into a seamless support automation platform.
1
Smart Intake & Triage
Every Request, Instantly Understood
The moment a support request arrives, AI analyzes and routes it to the right path.
AI-Powered Classification
- Category Detection – Authentication, Billing, Configuration, Bug, Enhancement, General
- Priority Assignment – Critical, High, Medium, Low based on urgency and impact
- Sentiment Analysis – Understand customer emotion and frustration level
- Confidence Scoring – AI certainty level determines routing path
Intelligent Routing
- High confidence (85%+) → Self-Service Resolution
- Medium confidence (60-85%) → Collaborative Review
- Low confidence (<60%) → Human Escalation
- Critical priority → Immediate alert + escalation
2
Self-Service Resolution Engine
85% of Issues Resolved Automatically
For high-confidence cases, AI generates accurate solutions instantly.
Knowledge Base Intelligence
- Vector similarity search across your entire knowledge base
- Semantic matching, not just keyword search
- Finds relevant articles even with different terminology
AI-Generated Solutions
- Personalized responses based on customer context
- Step-by-step instructions when needed
- Links to relevant documentation
- Confidence-based response formatting
Quality Assurance
- Solution approval workflows for sensitive categories
- Automatic escalation if customer marks “not helpful”
- Continuous improvement from feedback
3
Proactive Issue Detection
Find Problems Before Customers Report Them
Don’t wait for complaints. Detect and address issues proactively.
System Health Monitoring
- Track error patterns across support requests
- Identify trending issues in real-time
- Anomaly detection for unusual patterns
Pattern Recognition
- Cluster similar issues automatically
- Identify root causes across multiple reports
- Surface systemic problems early
Automatic Actions
- Alert relevant teams via Slack
- Create bug tickets in Jira
- Update knowledge base with workarounds
- Send proactive customer communications
4
Collaborative Support Hub
Human-in-the-Loop for Complex Cases
When AI needs help, your team gets AI-powered assistance.
AI-Drafted Responses
- AI prepares suggested responses for review
- Includes relevant context and documentation
- Team can approve, edit, or reject
Slack Integration
- Review queue notifications in your team channel
- One-click approve with inline editing
- Reject with feedback for AI learning
Escalation Management
- Clear escalation paths by category and priority
- SLA tracking and alerts
- Manager notifications for critical issues
5
Continuous Learning
Your System Gets Smarter Every Day
Daily analysis identifies improvements and closes knowledge gaps.
Trend Analysis
- What issues are increasing/decreasing?
- Which categories need more documentation?
- Where is AI confidence lowest?
Knowledge Gap Detection
- Identify topics with no KB coverage
- Surface questions AI couldn’t answer
- Prioritize content creation needs
Automatic Improvements
- Generate draft KB articles for gaps
- Create bug tickets for recurring issues
- Update confidence thresholds based on feedback
- Performance insights and recommendations
Feature Comparison by Tier
| Feature | Small Business | SMB | Enterprise |
|---|---|---|---|
| Smart Intake & Triage | ✓ | ✓ | ✓ |
| Self-Service Resolution | ✓ | ✓ | ✓ |
| Collaborative Hub | – | ✓ | ✓ |
| Proactive Detection | – | – | ✓ |
| Continuous Learning | – | – | ✓ |
| AI Classifications/Month | 1,000 | 10,000 | Unlimited |
| Knowledge Base Articles | 25 | 100 | Unlimited |
| Slack Integration | – | ✓ | ✓ |
| Jira Integration | – | – | ✓ |
| Custom AI Training | – | – | ✓ |
| Support Level | Community | Standard | Priority |
Ready to See It in Action?
Experience all five workflows working together in our interactive demo.
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