Why Hybrid Systems Work for Connecting CX Agents to Knowledge

By combining platform-native accessibility with federated access to documentation, enterprises provide AI agents with context while preserving data integrity.

Enterprise CX and IT leaders face an ongoing architectural challenge when deploying AI agents. Customer service workflows require real-time access to information such as operational data, product documentation, policies, and legal guidelines. But connecting AI agents to disparate repositories often creates operational friction or information silos. Metrigy’s data shows that relying on a hybrid knowledge model is the top method for customer service and support use cases.The value gap nobody’s talking about

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Author(s)

Beth Schultz