ConvyAI Platform Overview - AI Orchestration for CX, EX and Operations
What is ConvyAI
ConvyAI is an AI orchestration platform designed to integrate and govern artificial intelligence across customer experience, employee experience, and operational automation - including documentary and industrial processes.
It acts as an AI Operating System: a single orchestration layer that connects data, systems, and channels, providing control, accountability, compliance, and resilience for AI-powered operations end-to-end.
The platform supports both fully self-service and operator-assisted interaction models. Human intervention remains available at any stage - as an alternative to AI or as a follow-up - without ever breaking the operational flow.
Platform capabilities
Generative AI
Native support for Large Language Model (LLM) integration across the entire platform. ConvyAI provides three building blocks for generative AI-powered automation:
- AI Agent - an autonomous agent that executes multi-step tasks using function calling, external tool integrations via MCP servers, and structured reasoning. Designed to handle complex requests that go beyond simple Q&A.
- Knowledge Base - a RAG-based (Retrieval-Augmented Generation) system that ingests, indexes, and retrieves documents to power generative bots grounded in your own content.
- AI Models - a unified configuration layer to connect and manage LLM providers, including OpenAI, Azure OpenAI, Google Gemini, AWS Bedrock, and custom BYOM (Bring Your Own Model) endpoints.
Agentic Orchestrator
A ConvyAI module for automating complex business processes. It allows you to design, execute, and monitor Agentic Flows - autonomous processes that orchestrate AI reasoning, external system integrations, and business logic to complete multi-step workflows without human intervention.
Agentic Flows are built in the AgenticDesigner, a dedicated drag-and-drop environment for process automation. AgenticDesigner is a separate tool from FlowDesigner, reflecting the different execution model of agentic processes.
Typical use cases: back-office automation, CRM or ERP event processing, multi-step approval workflows, and any scenario requiring AI-guided decisions across multiple steps.
AVA
A virtual assistant designed to increase enterprise productivity through intelligent, customizable, and deeply integrated conversational experiences. Built on top of FlowDesigner and the Generative AI module, AVA adapts to modern work environments and empowers teams at every level.
Through its AI Agents, AVA enables intelligent automation of complex tasks - including onboarding, CRM ticket updates, customer support, and email drafting - delivering a truly agentic and adaptive experience.
FlowDesigner
A no-code/low-code environment to design and deploy conversational automation across channels. Integrates natively with major Natural Language Understanding (NLU) engines - including AWS Lex, Expert.AI, Google Dialogflow, Microsoft LUIS, and IBM Watson - as well as the LLM providers configured in the Generative AI module.
Digital Contact Center
A full-featured contact center module including an agent desktop for handling live conversations and a set of supervisor tools for monitoring, routing, and quality management.
Customer Data Platform
Stores and surfaces the complete interaction history for each customer across all channels, enabling context-aware routing and reporting.
Video Platform
Enables brands to set up virtual branches, shops, or agencies - live video-based interaction channels managed through the same platform.