15th April 2025 – Tel Aviv, Israel – Glassix, a leader in AI-powered customer engagement software, is proud to announce the launch of its latest feature AI Agent, a transformative advancement in virtual customer assistance. This powerful new feature redefines how businesses interact with customers by combining the best of AI and automation to create an intelligent virtual assistant that understands, responds, and drives action in real time.

The Future of Customer Interaction: Introducing the AI Agent

The AI Agent is designed to seamlessly integrate with Glassix’s platform, offering businesses an unparalleled solution for handling customer queries and requests with efficiency and precision. By leveraging the latest advancements in natural language processing (NLP), the AI Agent understands customer intent and delivers the appropriate response or action automatically, ensuring a smoother and more personalized experience for users.

“Glassix’s AI Agent brings a revolutionary leap forward in the way companies can engage with customers. It’s no longer just about answering questions – it’s about anticipating needs, offering real-time solutions, and improving operational efficiency,” said Guy Shalom, CEO of Glassix. “With this launch, we’re empowering businesses to provide the most effective, AI-driven support while reducing the need for human intervention.” Shalom added: “If it used to take months to train your AI bot, now you can achieve better results in less than an hour."

How the AI Agent Works?

Glassix’s AI Agent uses dynamic prompts and customizable instructions to detect customer needs and take immediate action. The system is designed to:

• Understand customer intent using natural language.
• Route conversations to the appropriate flow or action.
• Collect relevant information to complete tasks without delay.
• Offer accurate answers based on a company’s knowledge base, streamlining support for complex requests.
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For example, when a customer requests a flight booking, the AI Agent automatically detects the intent to book a flight, gathers necessary details such as departure city, dates, number of passengers, and then completes the booking process or passes the information to the appropriate workflow, all by accessing internal connected systems like the organization’s CRM system, or any other relevant platform using API requests.

AI Agent as a Multi-Tasking Powerhouse

One of the standout features of the new AI Agent is its ability to handle multiple customer queries simultaneously, directing them to the relevant departments or AI agents based on context. This multi-step, multi-topic functionality empowers businesses to offer robust, uninterrupted customer service across a variety of channels, all without requiring human intervention.

For example, if a customer changes their mind mid-conversation and requests a different service – such as changing an inflight meal – the AI Agent will automatically reroute the request to the “Manage Meals” AI agent, ensuring that the conversation continues seamlessly.

A Smarter Way to Train and Manage AI Agents

The setup of AI Agents is designed to be simple and intuitive, allowing businesses to create agents tailored to specific use cases or departments. Managers can configure the AI Agent within Glassix’s admin panel, setting up its behavior, defining its role, and even connecting it to the company’s knowledge base to ensure more accurate responses from one their available sources.

Moreover, businesses have complete flexibility in defining the parameters of the AI Agent’s responses and the actions it triggers. Glassix’s AI agents are highly customizable, capable of gathering up to 20 actions per agent, while handling a potentially unlimited number of parameters. This flexibility is key to ensuring that the AI Agent meets the diverse needs of each department or business function.

Seamless Integration with the Glassix Knowledge Base

To further enhance the AI Agent’s capabilities, Glassix has incorporated the option to integrate with a company’s knowledge base. This allows the AI Agent to answer questions based on pre-defined content, improving response accuracy and relevance.

Key Features of Glassix AI Agent:

• Intent Recognition: The AI Agent can understand customer intent with high precision, enabling it to provide relevant responses or actions.
• Seamless Routing: Whether handling booking requests or support issues, the AI Agent can route customers to the appropriate department or specialist.
• Dynamic Parameter Collection: The AI Agent collects essential information from users, such as travel details, account information, or product queries, in real time.
• Knowledge Base Integration: AI Agents can pull relevant data from the company’s knowledge base, delivering highly accurate and personalized responses.
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Accessibility and Customization

Accessing and managing the AI Agent is straightforward within Glassix’s admin interface, where businesses can:

• Create a new agent for a specific use case or department.
• Define its specific role and the required parameters.
• Connect it to knowledge bases to ensure that it answers questions accurately.

This level of customization allows companies to fine-tune their customer service processes, making the AI Agent an ideal solution for businesses of all sizes across various industries.
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Improved Operational Efficiency and Cost Reduction

Glassix’s AI Agent not only enhances customer satisfaction but also drives significant operational efficiencies. By automating routine customer interactions, businesses can reduce the burden on support teams and provide 24/7 customer service without increasing overhead costs. AI agents are capable of handling a wide range of customer service scenarios, from simple queries to complex requests, ensuring fast response times and consistent service.

What’s Next for Glassix?

With the release of the AI Agent, Glassix continues to innovate in the AI-powered customer engagement space. The company plans to further enhance the AI Agent’s capabilities, including the integration of more advanced machine learning techniques to improve decision-making and response accuracy. Glassixis committed to pushing the boundaries of customer service automation, offering businesses tools that improve customer satisfaction, operational efficiency, and overall business performance.

Learn More About Glassix’s AI Agent

To explore the full capabilities of Glassix’s AI Agent and learn how it can transform your customer service experience, visit the official Glassix AI Agent Documentation.

About Glassix

Glassix is a leading provider of AI-driven customer engagement solutions, helping businesses optimize their customer service operations. By leveraging leading-edge artificial intelligence and machine learning technologies, Glassix empowers companies to provide fast, accurate, and personalized support across all communication channels. Glassix is committed to delivering solutions that drive customer satisfaction, improve business efficiency, and enable sustainable growth.