CXI AGENTIC ARCHITECTURE
Build CX intelligence on an AI-native architecture
Any agent can do feedback analysis. Doing analysis worth its weight is all in the architecture. Our intelligence layer was purpose-built by leading CX experts to make sure agents get it right. Accurate, secure, and engineered for enterprise.
Book a demoDesigned for better agentic work
Specifically engineered for feedback analysis, our CXI agentic architecture is optimized at every layer for accuracy, trust, and reliability. It’s the foundation agents need to get it right, every time.
Chattermill Agentic CX Intelligence Architecture
Data Layer
Surveys
Reviews
Contact Center
Support
Social
Business Context
AI Insights Engine
CX Context Engine
Frontier LLMs for open-ended reasoning, and fine-tuned specialist models for precision tasks.
Strategic insights track trends, precision insights pinpoint specific issues.
Every signal, structured into intelligence agents can act on.
Triggered reports and dashboards, anomaly detection, real-time alerting.
Ensures the highest accuracy, precision, and reliability of every insight.
A skills library teaching agents how to use the insights engine, evaluated continuously.
A knowledge layer agents consult automatically, with a memory system built on top.
Multi-layer controls across the agentic stack — so every output can be trusted.
All activity logged — data access, configuration changes, user actions.
A structured, queryable record of every insight path an organization produces, helping agents get smarter.
Agent Layer
A Chattermill-native agent, purpose-built for CX
intelligence workflows.
DATA INGESTION & UNIFICATION
Data layer you can actually depend on
Data cleanup & normalization
Chattermill cleans, structures, and transforms ingested data into a machine learning-ready format — eliminating noise, standardizing data inconsistencies, and aligning every source for full consistency.
PII redaction
Every record is scanned and stripped of personally identifiable information before it enters the analysis stage, protecting customer privacy and meeting compliance requirements.
Translation & transcription
Voice data is transcribed with speaker diarization, and multi-language feedback is translated while preserving company-specific terminology.
Denoising
Low-signal content — bot responses, greetings, signatures — is filtered out so analysis stays focused on genuine customer feedback.
LYRA INSIGHTS ENGINE
Proprietary AI technology, designed for CX
Lyra is our proprietary AI system, designed for CX intelligence. It blends multiple technologies to ensure the highest levels of precision in customer feedback analysis.
LLMs & proprietary SLMs
Frontier LLMs for open-ended reasoning, and fine-tuned specialist models for precision tasks.
Strategic & precision insights
Track customer trends over time, and pinpoint the insights that need attention now.
Built for enterprise
Strict controls at every layer, so data access and permissions are easy to govern at scale.
CX analytical engine
A full analytical suite that turns intelligence into decisions the whole organization can act on.
Insight governance
No estimates by language models. Every metric is easy to trace, reproduce and defend.
Agent-native
Clean APIs and full analytical access, so agents deliver analyst-quality answers at AI speed.
Most AI models are generalists, not specialists. Lyra, our proprietary AI model, is different - trained specifically for customer experience intelligence.
The context every agent needs
Our team of AI experts spent years refining an extra layer of intelligence for smarter agents. Context, consistency and security you can't replicate – that's why world-leading teams trust us every day.
Skills
Skills
Skills
Use pre-built analysis recipes crafted by expert analysts.
Evaluations
Evaluations
Evaluations
Get continuous evaluations of your model's performance.
Knowledge & memory
Knowledge & memory
Knowledge & memory
Give your agent the business context it needs to apply reason to data correctly.
Governance
Governance
Governance
Apply enterprise-grade guardrails at every layer of your agentic stack.
Collaboration & audit
Collaboration & audit
Collaboration & audit
See a full audit trail of system activity, retained for compliance and available for review.
CX Context Graph
CX Context Graph
CX Context Graph
Record every question, insight and decision, and make agents smarter with every answer.
MCP & SKILLS
A new era of customer feedback analysis with AI agents
The future of CX isn't just unified feedback. It's best-in-class intelligence that helps you use it wisely. Plug verified CX intelligence straight into the AI agents you already use via MCP.
Connects with any agent
Works with Claude, ChatGPT, and any MCP-compatible agent.
Answers you can trust
Pull from robust data that's instantly-verifiable through customer quotes.
Master-crafted skills
Ensure every analysis your agent runs is accurate, reliable, and top-tier.
Streamlined tech stack
Create Linear tickets, Notion docs, or slides enriched with customer intelligence.
Secure by design
Rely on technology that meets the highest standards in data protection and information security.
SECURITY & GOVERNANCE
AI security & governance
Rigorously governed and continuously monitored, our use of AI — across the product and the organization — stays within clear boundaries.
SOC 2 Type II
ISO27001
GDPR & CCPA COMPLIANCE
RESPONSIBLE AI POLICY
AI RISK ASSESSMENTS
AI IMPACT ASSESSMENTS
TEAM
Leading the team behind Chattermill's AI
Aji Ghose
Chief Scientist
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Aji Ghose is Chief Scientist at Chattermill, leading Data Science, MLOps, and MLEng teams.
Aji holds a PhD in Computational Cognitive Science from Birkbeck, University of London, specializing in multimodal deep learning, and an MSc in Computer Science with Artificial Intelligence from the University of York.
He also chairs and lectures on Data Science, Statistics, and AI at the Market Research Society.
CX intelligence.
For teams and agents.
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Learn more about how it works
