Unify communication across channels
Integrates email, SMS, chat, and custom connectors into a consistent message structure, so your business service handles communication uniformly regardless of source.
Add an AI engagement layer to your business services
Customer messages arrive from many places — email, SMS, chat, and more — and connecting those touchpoints to the right business service is a coordination challenge that only grows as AI takes on more customer-facing work. This blueprint provides an AI engagement layer that receives incoming messages across channels, identifies the customer and their intent, and routes each request to the appropriate business service. When the service responds, the agent delivers the reply through the customer's preferred channel. Use it as a reusable building block to expose any business process to AI-assisted, multichannel communication.
Features and Benefits
Detect intent and route requests with AI
Uses LLM reasoning to interpret customer intent and dynamically route requests to the appropriate business service, enabling intelligent and context-aware interactions.
Integrate with existing business services
Use Camunda’s orchestration capabilities to integrate with existing business services to fulfill customer requests.
Deliver responses through the right channel
Automatically sends responses back through the appropriate communication channel, maintaining continuity and delivering a consistent experience across all touchpoints.
Connect to any supported AI provider
Works with any LLM supported by Camunda: OpenAI, Azure OpenAI, Ollama, and beyond.
Details
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Associated Product Group Categories:
- Patterns
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