THE SUPPORTLOGIC SX PLATFORM
AI Infrastructure for the Entire Customer Journey
SupportLogic is built as a layered AI infrastructure starting with three foundation agents that continuously handle data, signals, and context. Next, Ambient AI Agents run workflows. Then it all feeds into open surfaces for the people, AI, and apps that need that context.
// Foundational Agents
Three agents do the hard, invisible work.
Before any ambient workflow can run, the substrate has to work. SupportLogic’s three foundation agents handle the technical problems that have kept enterprise CX from going AI-native for a decade — data extraction, signal extraction, and context.
Data Extraction Agent
Stitches data across every system of record using a common relationship identifier, then normalizes it into a universal schema — without copying or overwhelming the source.
- Differential sync · zero-copy where available
- Cross-cloud data stitching
- Universal data normalization
- Row- and column-level redaction
- Pre-built connectors · live in 45 days
Signal Extraction Agent
Continuously extracts 40+ clean signals from messy business communications — across customer, commercial, product, and agent dimensions. Trained on the language of B2B support.
- Customer signals · frustration, urgency, confusion
- Commercial signals · churn risk, expansion, competitive threat
- Product signals · feature gaps, documentation gaps
- Agent signals · empathy, professionalism, grammar
- Works across cases, chat, voice, and survey
Context Agent
Mines context across the entire history of a customer relationship — across time, channels, contacts, and systems of record. Not limited by LLM token windows.
- Multi-year customer history
- Cross-channel · email, chat, voice, video
- Cross-system · CRM, ITSM, engineering, Slack
- Cross-contact · customer + vendor identities
- Persistent · survives every new ticket and conversation
The layer where workflows live.
The Cognitive AI Cloud is where SupportLogic’s 16 ambient AI agents run continuously — scoring sentiment on every reply, predicting escalations before they’re filed, prioritizing the backlog, routing cases to the right engineer, drafting KB articles from resolved tickets, and surfacing account health to anyone who needs it.
Each agent is purpose-built. Each one writes its outputs back to the Data Cloud and exposes them through the MCP Server and REST API. Nothing is locked behind a UI.
A Snowflake-native system of record for customer signals.
Every signal, score, and prediction SupportLogic generates is queryable directly from your data warehouse. No proprietary lock-in. No nightly batch jobs. No CRM tax to access your own data.
- Snowflake-native. Use your own Snowflake instance or one we provide.
- BI-ready. Connect Tableau, Looker, ThoughtSpot, or Hex directly.
- Customer-facing analytics. Power a hyper-personalized customer portal.
- Read-write. Push signals back into Salesforce, Gainsight, or wherever you act on them.
Ground every assistant in real customer context.
SupportLogic’s MCP Server exposes every agent, signal, and account view through the Model Context Protocol — so Claude, ChatGPT, Gemini, and your in-house copilots can answer questions about your customers using your data, not their imagination.
- Native MCP. Works out of the box with Claude, ChatGPT, Gemini, Microsoft Copilots.
- Grounded. Every response cites the underlying case, call, or signal.
- Permissioned. Respects the access controls of your source systems.
- Composable. Drop into vibe-coded apps, Slack bots, or anything that speaks MCP.
// Surfaces
Meet humans and AI where they already work.
SupportLogic doesn’t ask your team to change tools. The same agents and signals show up wherever the work happens — inside the CRM, in Slack, in Microsoft Teams, in your customer portal, or in whatever app your team is building this quarter.
Command Center
The orchestration console for support, success, and quality leaders. See every signal across every account, in real time.
- Real-time signal feed
- Customizable rubrics and alerts
- Quality and coaching dashboards
- Account, agent, and team views
CRM Widgets
Drop SupportLogic into Salesforce, Zendesk, ServiceNow, Jira, or Freshdesk. Agents see signals and recommendations inside the system they already live in.
- Native iFrame plugins
- Single sign-on with your CRM
- Bi-directional writeback
- No CRM license expansion required
Customer Portal
Hyper-personalized support hub for your customers — powered by the Data Cloud and the Knowledge Agent.
- Predictive answers · precision RAG
- Account health summary
- Embedded in your existing portal
- Salesforce Experience Cloud integration
// Integrations
Connect to everything you already own.
Pre-built native connectors across every category of post-sales infrastructure. Most enterprise customers complete initial integration and see AI insights within 45 days.
- Salesforce Service Cloud
- Zendesk
- ServiceNow
- Jira Service Management
- Microsoft Dynamics 365
- Freshdesk
- NICE CXone
- Genesys
- 8×8
- Cisco Webex
- Zoom
- RingCentral
- Snowflake
- Google BigQuery
- Amazon S3
- Oracle
- Confluence
- SharePoint
- MindTouch
- Salesforce Experience Cloud
- HelpScout
- Google Docs · PDFs
- Slack
- Microsoft Teams
- Gainsight
- Agentforce
- Intercom + Fin
// Security & Compliance
Single-tenant. Zero-copy.
Built for regulated enterprise.
SupportLogic runs in a dedicated Virtual Private Cloud — your data never reaches shared LLM infrastructure. Track record: zero breaches, zero data loss.
Single-Tenant VPC
Models run inside a Virtual Private Cloud dedicated to your data. Inference never leaves your boundary. No multi-tenant LLM shortcuts.
Zero-Copy Architecture
Source data is never replicated to shared infrastructure. The Data Extraction Agent reads, normalizes, and processes — without copying out.
Advanced Data Protection
Row- and column-level filtration. PII and sensitive field redaction. SHA-256 / RSA encryption. OAuth and TLS 1.2+ throughout.
Live on your data in 45 days.
No CRM rip-and-replace. No 18-month implementation. Connect SupportLogic to what you already own, and watch the substrate start working underneath everything else.