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OPTINX
SolutionsPowered by Miraya

Customer Operations

AI that understands customer requests, retrieves context, applies business knowledge, executes actions, and manages conversations — connecting customer communication with business systems.

The Problem

Support teams lose time to context-gathering, inconsistent answers, and manual system updates.

Current Workflow

1

Customer request received

Manual triage and routing every time

2

Agent searches for context

Multiple systems, slow lookups

3

Applies business knowledge

Inconsistent across agents, training-dependent

4

Executes action or escalates

Manual CRM updates, approval bottlenecks

5

Follow-up and resolution

Lost context, no learning capture

OPTINX Approach

1

Customer request received

Miraya classifies intent, urgency, and routing automatically

2

Context retrieval from memory

Nextmos provides customer history, prior interactions, account state

3

Business knowledge application

Insora retrieves policies, procedures, and product knowledge with citations

4

Action execution

QUACK executes tools (CRM, ticketing, billing) with permission enforcement

5

Resolution and learning

Outcome captured in Nextmos for future context

Architecture

1

Frontend

EmailChat (Intercom, Zendesk, custom)Web formsPhone (transcribed)
2

Miraya Agent

Intent classificationContext retrievalBusiness knowledge applicationAction executionConversation management
3

QUACK Runtime

Tool orchestration (CRM, billing, shipping)Permission enforcementHuman approval gatesAudit logging
4

Nextmos + Insora

Customer memoryInteraction historyKnowledge base retrievalPolicy lookup

Governance & Security

Human Approval Points

Refunds above threshold require supervisor approval
Account changes require identity verification
Escalation to engineering requires severity classification
Outbound communication requires review queue for sensitive topics

Security Considerations

PII redaction in logs and traces
Role-based access to customer data
No customer data used for model training without consent
All actions logged with full provenance
Data residency compliance (GDPR, CCPA)

Potential Outcomes

Potential outcomes based on architecture and approach. Actual results depend on integration depth and data quality.

First-Contact Resolution

Higher rate through context-aware responses

Potential

Average Handle Time

Reduced by automating routine steps

Potential

Agent Productivity

Human agents focus on complex escalations

Potential

Consistency

Evidence-backed answers across all channels

Potential
Request Pilot →