The connected AI ecosystem

AI that understands every interaction — and acts on it.

Most teams sample one or two calls per agent per month. SystemsX analyses 100% of your customer interactions — every call, every agent, automatically — then turns what it learns into customer profiles, trusted answers and goal-driven action. Four products, one connected ecosystem.

100%

of customer interactions analysed — not a monthly sample

55%

of supervisor hours saved per week at World Travel Holdings

300+

team members on one platform at Hays Travel

Trusted by customer-facing teams at

One platform, four products

Measure. Understand. Know. Act.

Each product is complete on its own — smart alone, powerful together. Connected, they form one loop: every interaction is measured, every customer is understood, every answer is governed, and every action is scored right back where it started.

Sense

AI scoring, compliance and coaching across 100% of your customer interactions. The interaction analysis and performance layer.

Intelligence

Structured, lasting customer profiles built from what customers actually tell you. The customer understanding layer.

Knowledge

A private, governed knowledge base that gives every team the same trusted answer. The business brain.

AI Agents

Configurable, goal-driven AI agents that handle conversations and deliver outcomes. The action layer.

First, understand — every interaction, every customer.

Hear everything, not a sample. Sense scores 100% of your interactions while Intelligence captures what customers actually tell you — so quality, compliance and coaching run on evidence from every conversation.

100% of interactions scored — QA, Compliance, Empathy, Behaviour, one CXS per call
Every explicit disclosure captured into a lasting, structured customer profile
Configurable per business — your metrics, your compliance rules, your tags

Agent reviewing scored customer conversations

Then act — with governed answers and agents that close the loop.

Act from one trusted source. Knowledge gives every team and every AI the same governed answer, and goal-driven AI Agents put it to work — then Sense scores each agent call like a human one, closing the loop.

One governed answer for every team and every AI — Main, Storage and External libraries
Goal-driven agents configured per campaign — Personality, Briefing, Flow, Guardrails
Every AI agent conversation scored by Sense, exactly like a human one

Human agents working alongside AI agents

WORLD TRAVEL HOLDINGS

55%

of supervisor hours saved per week with Sense.

From monthly sampling to 100% coverage

Every call analysed

World Travel Holdings — the cruise retailer behind Cruise118, Six Star Cruises and River Voyages — moved from manual sampling to Sense analysing 100% of calls. Supervisors won back 55% of their week to coach instead of listen and score.

Coaching that lands

Quality call scores improved 85% post-coaching, because feedback now runs on evidence from every conversation. In a two-month trial, agents using Sense outperformed their teams and brands on brand adherence and booking conversions.

Every agent, not just the strugglers

All agents now receive quality monitoring feedback — not only low performers — and 100% of actionable insights from Sense monthly summaries were acted upon.

What our customers say

"It doesn't matter how big or small the team is, it still works for you."

Sukie Rapal

Head of Digital Sales, Hays Travel

See Customer Stories

55%

of supervisor hours saved per week

Sense automated call analysis across the cruise retailer's contact centres — supervisors now spend that time coaching, not downloading and scoring calls.

Read their story

85%

improvement in quality call scores

With Sense scoring every call, coaching runs on evidence — and post-coaching quality scores rose 85%, with every agent receiving feedback, not just low performers.

Read their story

300+

team members on one platform

Hays Travel runs Sense across contact centres, customer service, tour operations and learning & development — with consistent, standardised scoring replacing subjective manual reviews.

Read their story

Sectors

Built for high-volume, high-stakes conversations

The platform is configured per business — your metrics, your compliance rules, your knowledge — so it fits the way your sector actually talks to customers. Eleven sectors, one loop.

Travel

Designed and proven in travel — booking calls scored for conversion, service and brand adherence, with both of our flagship Sense case studies run by travel businesses.

Built around:

Booking conversions Brand adherence Coaching at scale

BPO & Outsourcing

Run different scorecards per client, campaign and brand from one platform — and prove quality to every client with evidence from 100% of calls, not a sample.

Built around:

Per-client scorecards Multi-brand rules Client-ready evidence

Financial Services

Every required disclosure checked on every call — built for teams working under FCA expectations, with pass/fail compliance evidence behind each conversation.

Built around:

Compliance checks Audit evidence Consistent scoring

Healthcare

Patient and member conversations handled with care — private AI, every interaction scored for empathy and accuracy, for teams working under HIPAA and GDPR expectations.

Built around:

Empathy scoring Private AI Quality assurance

Frequently asked questions

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The short version of how the ecosystem works — and what it means for your data, your AI strategy and your first ninety days.

SystemsX is a connected AI ecosystem of four products: Sense analyses and scores 100% of your customer interactions; Intelligence builds lasting customer profiles from what customers explicitly tell you; Knowledge is your private, governed knowledge base; and AI Agents execute goal-driven conversations — scored by Sense like any human call.

Each product is a complete standalone product. Most customers start with one — usually Sense — and connect more as the value compounds. You never need all four to get started.

Traditional quality monitoring samples one or two calls per agent per month, scored manually and subjectively. Sense analyses every qualifying interaction automatically and scores it against your own frameworks — QA, Compliance, Empathy and Behaviour, rolled into a single CXS — so coaching, compliance and reporting run on evidence from 100% of conversations, with feedback landing the same day rather than weeks later.

Your data and knowledge live in a private system built for your business — not in a public consumer LLM. Knowledge is a governed, business-specific source of truth with structured libraries (Main, Storage and External), and Intelligence only captures what customers explicitly state. Your data is yours: it is not used to train public models.

No. The platform is AI-agnostic — it is not built on a single AI provider. Underlying models can change as the technology improves; your configuration, your scoring frameworks, your knowledge and your history remain. You get the benefit of better models without rebuilding your system around them.

Fast — because nothing waits on a data project. Your scoring frameworks are configured to your business (with proven defaults to start from), and analysis begins as soon as interactions flow. From the first scored calls you have transcripts, scores and coaching evidence; within the first weeks, supervisors typically stop manual call reviews entirely — at World Travel Holdings that meant 55% of supervisor hours back each week.

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AI that understands every interaction — and acts on it.

Measure. Understand. Know. Act.

Sense

Intelligence

Knowledge

AI Agents

First, understand — every interaction, every customer.

Then act — with governed answers and agents that close the loop.

From monthly sampling to 100% coverage

Built for high-volume, high-stakes conversations

Frequently asked questions

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