How does an AI agent integrate with a CRM or ERP?

The agent connects to your CRM, ERP and APIs to look up orders, stock and customer records and to record data during the conversation. The language model is connected to your channels and knowledge base, and the flow is designed from real support cases, with defined points for escalating to a human.

Which channels does the AI agent handle?

The same agent handles WhatsApp, website chat, email and voice, sharing the same history across every channel. It answers repetitive questions with no queue, at any hour, and hands off to someone on the team when the case calls for it, carrying the conversation history along.

What happens when the AI agent cannot answer?

It hands the conversation to a human agent with the full history, at the escalation points defined in the flow design. After the agent goes live, conversations are reviewed regularly to fix answers and expand what the agent can resolve on its own.

How do you measure whether the AI agent is working?

With automatic reports on conversation volume, the most frequent topics and resolution rate, generated from real conversations. Those reports feed the regular review of answers and show what customers ask about most, which guides what the agent should learn to resolve next.

AI Agents — Cortex IQ

A good AI agent isn't the one that answers everything. It's the one that handles repetitive questions, looks up orders, stock or records in your system and knows when to call someone on the team. We design conversation flows from real support tickets, integrate them with the channels and systems you already use and keep reviewing answer quality after the agent goes live.

A first project usually follows three steps. First, we map real support cases and design the conversation flows, including the points where the agent should call a person. Then we connect the language model to your channels, CRM and knowledge base. Finally, we review conversations after launch to fix answers and expand what the agent can resolve.

When a case goes beyond what the agent can handle, it hands the conversation to someone on the team with the full history. That person picks up where the customer left off, without asking them to repeat anything.

Benefits

Repetitive questions answered with no queue, at any hour
Order, stock and customer lookups straight from your CRM or ERP
Hand-off to a human agent with the full conversation history
One agent across WhatsApp, website chat and email
Reports on what customers ask about most
Ongoing answer tuning based on real conversations

Process

01

Mapping & design

Conversation flows designed from real support cases, including when to escalate to a human.

02

Training & integration

A language model connected to your channels, CRM and knowledge base.

03

Follow-up

Regular conversation reviews to fix answers and expand what the agent can resolve.

Pillars

Generative AI agents

Answers that understand the conversation context, not just keywords.

Multichannel service

Voice, chat, WhatsApp and email sharing the same history.

System integration

ERP, CRM and API connections to look up and record data.

Conversation analytics

Automatic reports on volume, topics and resolution rate.

What it connects to

WhatsApp Business API
Website chat
Email
Instagram Direct and Messenger
Telephony and voice (IVR)
CRM (HubSpot, RD Station, Salesforce)
ERP (TOTVS, SAP, Omie)
Help desk platforms (Zendesk, Freshdesk)
Internal knowledge base
Spreadsheets and databases
Your own APIs

AI agent, platform chatbot or RPA?

All three automate work, but they solve different problems and ask different things of your company.

Criterion	AI agent	Platform chatbot	RPA
Understands natural language	Yes, including off-script questions	Partially, via keywords and menus	No, runs fixed steps
Needs a predefined flow	No, follows goals and rules	Yes, every path is designed	Yes, step by step
Looks up systems	Yes, via APIs and integrations	Limited to what the platform offers	Yes, by mimicking screen clicks
Hands off to a human with context	Yes, with summary and history	Transfers, usually without a summary	Not applicable
Best for	Support and triage with variation	Simple FAQs and option menus	Repetitive tasks on legacy screens
What it asks of the company	Accessible data and conversation reviews	Flow maintenance	Stable screens and clear rules

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Frequently asked questions

How does an AI agent integrate with a CRM or ERP?: The agent connects to your CRM, ERP and APIs to look up orders, stock and customer records and to record data during the conversation. The language model is connected to your channels and knowledge base, and the flow is designed from real support cases, with defined points for escalating to a human.
Which channels does the AI agent handle?: The same agent handles WhatsApp, website chat, email and voice, sharing the same history across every channel. It answers repetitive questions with no queue, at any hour, and hands off to someone on the team when the case calls for it, carrying the conversation history along.
What happens when the AI agent cannot answer?: It hands the conversation to a human agent with the full history, at the escalation points defined in the flow design. After the agent goes live, conversations are reviewed regularly to fix answers and expand what the agent can resolve on its own.
How do you measure whether the AI agent is working?: With automatic reports on conversation volume, the most frequent topics and resolution rate, generated from real conversations. Those reports feed the regular review of answers and show what customers ask about most, which guides what the agent should learn to resolve next.