Architecture

How the engine thinks

KenetiCX is the contact center. Alloy HX is the intelligence layer on every inbound — routing onto a tenant queue, drafting, memory, sentiment, compliance, and a written reason. OpenAI is the optional language model. ElevenLabs is the voice; Twilio carries the call and the live transcript. None of this is Copilot or Gemini.

Identify

Resolve the person across emails, phone numbers, and chat handles.

Redact

Card and SSN patterns are stripped before storage and before any OpenAI call.

Read the tone

Alloy HX scores the message — sentiment, urgency, confusion — on the redacted text.

Route

Stay, escalate, or assign onto a tenant queue. The reason is written down.

Draft

OpenAI writes when the tenant turns it on; a rule-based match otherwise. Co-Agent never auto-sends.

Speak

ElevenLabs speaks in the voice they chose. Twilio carries the call.