Knowledge
Scan your website to draft knowledge entries, then review and approve them before the assistant can use them. Tag an entry to a skill graded from 1 to 5, and draft a queue setup from approved knowledge. Your team approves what goes live.
Alloy HX
The intelligence engine inside KenetiCX.
Built by OmnisonrAI, Alloy HX brings approved knowledge, routing explanations, customer memory, sentiment analysis, and Co-Agent assistance into KenetiCX. Intelligence your team can understand and put to work.
Routing
Stay, escalate, or assign — onto a named queue, not a hardcoded label. Optional enhanced suggestions, with a 30-day backtest, once a workspace has real history and opts in.
Version history
Every routing change — human edit, AI draft, approved suggestion — snapshots what came before. Restore is whole-config, and that restore is itself a version.
Memory & tone
Customer context across email, phone, and chat, with sentiment and urgency scored on redacted text. The assistant can answer in English, Spanish, Portuguese, or French using your approved knowledge.
Co-Agent
Drafts and warnings on escalated threads. They land in the box. A person on the team still has to hit send.
Governance
Review escalation reasons, daily trends, and audit completeness, then export the governance report. Card-number and formatted SSN detection redacts matching text before storage and AI processing; it does not redact call audio.
How it sits
KenetiCX is the contact center. Alloy HX is the engine. OpenAI writes when you turn it on.
Alloy — because it fuses distinct parts into one stronger whole. HX for Human Experience. The engine lives inside KenetiCX, sold with the contact center, not instead of it.
Suggest, a human approves, then it goes live. Co-Agent never sends itself. Enhanced routing is human-approved by default; autonomous only if a workspace chooses it. Review the evidence behind a suggestion and preview how a routing change would have affected recorded history before approving it.
Every decision writes why. That discipline is glass-box. It is not the product you buy.