Knowledge
Approved answers the assistant is allowed to use. A topic can be tagged to a tenant queue so the next match lands there.
Alloy HX
The intelligence engine inside KenetiCX.
Not a contact center. Not a glass-box product. Alloy HX is what thinks on every conversation — knowledge, routing, memory, sentiment, Co-Agent, governance. Glass-box is how it shows its 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
The same person across email, phone, and chat. Sentiment and urgency scored the moment a message lands, on redacted text.
Co-Agent
Drafts and warnings on escalated threads. They land in the box. A person on the team still has to hit send.
Governance
Compliance flags, a governance report, and a written reason next to every decision. That last part is glass-box — a method, not a product.
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 Unified 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. Workflow generation is a designed pillar that is not shipped — we do not market it.
Every decision writes why. That discipline is glass-box. It is not the product you buy.