Salted CX is an AI-native customer-service and contact-center platform where AI agents, human agents, and external experts can operate customer conversations together.
Salted connects the work of handling customer interactions with the controls and evidence needed to improve that work. Depending on the account, channels, integrations, and deployment model, companies can use Salted to operate conversations directly or add selected Salted capabilities alongside an existing contact-center stack.
The Salted operating model
Operate conversations
AI agents can interpret customer requests, use knowledge, collect information, call connected systems, perform permitted actions, route work, and resolve eligible requests. Human agents can work in the same conversation environment when a person should guide or own the interaction.
Add human judgment without losing context
AI does not always need to disappear when a person becomes involved. A configured workflow can ask a human for guidance or approval, invite a specialist 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 permits it.
Prove and improve outcomes
Salted connects operated conversations with automated and manual quality review, agent feedback, coaching, customer-journey context, Search, Ask, and analytics. This gives teams shared evidence for improving people, AI behavior, knowledge, policy, routing, and operational workflows.
How the product areas fit together
- AI Agents are customer-facing automation that interprets requests, uses knowledge and tools, performs permitted actions, and operates conversations.
- Live Conversations is 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.
- Agent Desktop is the human workspace inside Live Conversations. It brings together the transcript, customer context, replies, information, actions, and controls needed to work the conversation. Authorized supervisors can also monitor ongoing AI-led and human conversations, open them without joining, and then join or take over when intervention is needed.
- Automation logic controls what happens next in a customer conversation. It can combine rules, AI, workflows, and connected systems, then tell Salted which actions to perform. In Salted configuration and technical documentation, this automation logic is called Your Logic.
- Quality Intelligence evaluates and improves service delivered by human agents, AI agents, and mixed human-AI workflows.
- Conversation Intelligence uses Search, Ask, analytics, references, and customer-journey context to explain what happened and what should change.
Two common adoption paths
Operate conversations in Salted
Use Salted channels, Live Conversations, Agent Desktop, AI Agents, and connected automation logic as the operating environment for selected or all customer interactions.
Complement an existing contact-center stack
Connect conversations from existing platforms and adopt selected Salted capabilities for quality, coaching, analytics, customer journeys, or automation. The exact boundary depends on the customer's systems and migration plan.
What makes the operating model different
Salted supports more than a one-way bot-to-human handoff. Depending on the configured workflow, a person can contribute only the judgment that requires a human, take full ownership when needed, or return control to AI afterward. The same interaction can then be evaluated and used to improve the operation.
Availability and maturity
Capabilities, channels, and deployment modes vary by account and integration. A developer primitive, demo, private library, or planned capability is not automatically generally available to every customer. Use the relevant setup and reference articles to confirm current production availability, prerequisites, permissions, and limitations.
Where to go next
- Understand customer-facing automation in What are AI Agents in Salted?.
- Understand the human workspace in What is Agent Desktop?.
- Learn how AI agents and people collaborate in How AI and human agents work together in Salted.
- Follow the interaction from first message to completion in Customer conversation lifecycle in Salted.
- Learn how Your Logic controls conversation behavior in How automation logic controls a customer conversation.
- Learn how Salted evaluates and improves human and AI service in What is Quality Intelligence?.
- Learn how Salted investigates customer and operational behavior in What is Conversation Intelligence?.
- See individual performance, feedback, and coaching in Agent Home.