Salted CX is an AI-native customer-service and contact-center platform where AI agents, human agents, and external experts operate customer conversations together.
Salted combines customer-facing AI agents, Live Conversations, Agent Desktop, programmable automation, Quality Intelligence, coaching, and Conversation Intelligence in one system. It can run customer conversations directly or work alongside existing contact-center platforms.
The Salted operating model
Operate conversations
AI agents can answer questions, collect information, use connected business systems, perform permitted actions, route work, and resolve eligible customer requests. Human agents operate in the same conversation environment when a person should lead the interaction. Authorized supervisors can monitor ongoing AI-led and human conversations, inspect them without joining, and then join or take over when intervention is needed.
Add human judgment without losing context
When judgment is needed, an AI agent can ask a human for guidance or approval, invite a specific person or external expert, or hand over the conversation. The human sees the conversation and customer context. When the human contribution ends, AI can continue where the workflow allows it.
Prove and improve outcomes
Salted connects conversation execution with automated and manual quality review, agent feedback, coaching, customer-journey context, search, Ask, and analytics. This helps teams improve human performance, AI behavior, knowledge, policies, routing, and operational workflows from the same evidence.
Product areas
- AI Agents. Customer-facing automation that interprets requests, uses knowledge and tools, performs permitted actions, and operates conversations.
- Live Conversations. The environment where AI agents, human agents, and external experts operate active customer conversations together. It is not only the interface people see; behind the interface, it coordinates conversation state, participants, routing, engagements, events, actions, handoffs, joining, leaving, and channel behavior. See Live Conversations.
- Agent Desktop. The human and supervisory workspace inside Live Conversations, with the transcript, customer context, replies, information, actions, and controls needed to monitor or work the conversation. Authorized supervisors can observe all in-progress conversations and proactively join or take over AI-led work.
- Automation logic. The rules, AI, workflows, and connected systems that decide what should happen next in a customer conversation and which actions Salted should perform. In Salted configuration and technical documentation, this automation logic is called Your Logic. See Your Logic.
- Quality Intelligence. Automated and human evaluation and improvement for service delivered by human agents, AI agents, and mixed human-AI workflows. See Quality Assurance and Agent Home.
- Conversation Intelligence. Search, Ask, analytics, and customer-journey context for understanding what happened and what should change. See Ask.
Replace or complement an existing contact center
Salted can be adopted as the operating environment for customer conversations or as an intelligence and automation layer alongside existing platforms. The appropriate model depends on the channels, integrations, controls, and migration scope required by your organization.
Terminology used in this documentation
- A live conversation is an active customer interaction.
- Live Conversations is the Salted product workspace used to operate active customer interactions.
- An engagement represents one participant's period of involvement in a conversation.
- Resolution can mean several things. Individual articles should state whether it means conversation closure, customer confirmation, completion of the required action, or a quality-verified outcome.
Availability
Capabilities, channels, deployment modes, and maturity can vary by account and integration. Use the relevant setup and reference articles to confirm current availability and limitations before production rollout.
