Intelligence

Hybrid retrieval using semantic vectors and BM25. Custom integrations call it over REST; Native agents retrieve automatically.

In-session recall on Custom; cross-session memory for identified visitors on Native Humaner agents.

! Cross-session is Native

Returning visitors, purchase or account context, each user gets attributed with an unique iD for retrieval.

Native agents encode acknowledgment, tone, and emotional judgment in Skills. Custom keeps voice on your own agent.

Native agents learn from approved Loops and your team behavior to become better over time.

When conversations or agents lack knowledge, gaps surface missing points in your dashboard.

Answer gates, forbidden topics, and fallback messages. Configure what the agent can and cannot do.

! Advisory on Custom

Casual, Corporate, or Efficient tone on hosted Humaner agents. Custom integrations keep persona on your own agent.

The How-to framework per industry so Native agents act as expert employees.

When a ticket is requested, or your agent cannot solve the issue, it escalates to your desks. Available to Custom over REST.

Agent Desk: built for low complexity/urgency tickets. Human Desk: built for critical or complex tickets that need your team. Custom reaches both over the API.

Your business step-by-step procedures for known issues. Custom integrations match them over REST; Native agents follow them in Agent Desk.

Loops is Native auto-training for Humaner agents. Learning patterns and problem-solving from your team to get better over time.

Everything defined a low complexity/urgency is resolved by agents. Leaving top priority tickets for your team. Custom exposes this over the API.

Priority is computed during escalation through sentiment, wait, account value and topic risk.

When a ticket is created, set a time limit where a team member can join the conversation right away. Native Humaner agents and widget only.