San Jose–based SupportLogic is taking aim at one of the biggest challenges facing enterprises deploying AI chatbots: maintaining trust while automating at scale. The company this week announced the launch of Chatbot SX for Salesforce Agentforce, a product that provides real-time signal intelligence, sentiment analysis, precision RAG, and proactive oversight for every chatbot conversation.

Oversight as a Business Necessity

“Recent high-profile incidents have shown how quickly chatbot errors can escalate into brand, legal, and revenue risks,” the company noted in its launch statement. “Inaccurate or misleading responses can lead to customer frustration, viral backlash, regulatory scrutiny, and even legal liability.”

SupportLogic’s new product is designed to stop those issues before they spread. By ingesting real-time conversation data from Salesforce’s Agentforce platform, Chatbot SX detects early signs of dissatisfaction, urgency, or escalation, then correlates those signals with customer case histories for a 360° view of intent and health.

“The real danger isn’t that AI will be wrong—it’s that we won’t know when to double-check it,” said Cassie Kozyrkov, Chief Decision Scientist and former Head of Applied AI at Google. “For conversational systems like chatbots, that opacity can erode trust at lightning speed. That’s why real-time oversight—identifying when the bot is hallucinating or drifting—isn’t just nice to have, it’s a necessity.”

Quotes From Leadership

“We’re giving CX teams the power to see inside every chatbot conversation, extract the signals that matter, and take intelligent action—automatically,” said Karan Sood, Chief Product Officer at SupportLogic. “This is a foundational product release that lays the groundwork for even deeper chatbot collaboration across the entire support lifecycle.”

The product also leverages precision retrieval (RAG) to improve accuracy by pulling answers from verified sources, which reduces hallucinations and raises first-contact resolution rates.

Beyond Salesforce Agentforce

Although Salesforce’s Agentforce is the first supported integration, SupportLogic emphasizes that Chatbot SX was built for the broader enterprise ecosystem. The company plans to extend the same oversight and monitoring capabilities to other chatbot platforms in upcoming releases.

The broader ambition is to provide one layer of governance, sentiment detection, and accountability across the entire landscape of enterprise conversational AI.

Looking Toward the Enterprise AI for CX Summit

SupportLogic will showcase Chatbot SX at the upcoming Enterprise AI for CX Summit, scheduled for September 16–17 in San Jose. The event is expected to draw customer experience leaders and AI innovators from across California and beyond.

The company says the product will be available in Q3 through its Early Access Program, and interested enterprises can reserve their spot now.

A Silicon Valley Example of Responsible AI

SupportLogic’s announcement reflects a broader shift in the Valley: the move from pure AI enthusiasm to AI accountability infrastructure. Just as cybersecurity became a must-have with the rise of the internet, enterprise leaders now recognize that AI-powered support systems require governance as much as innovation.

By launching Chatbot SX, SupportLogic is positioning itself not just as a builder of smarter tools, but as an enabler of smarter, safer customer relationships—a message California businesses may find increasingly relevant as adoption of AI accelerates.