Zowie

What is Zowie?

Zowie is an enterprise platform for building, deploying, and monitoring customer-facing AI agents. It is designed for workflows such as support, claims, refunds, eligibility checks, identity verification, conversational banking, and commerce, where an agent may need to take an action rather than only produce a reply.

The platform separates natural-language interpretation from business-rule execution. A language model can interpret intent and phrase the response, while a deterministic decision engine applies the organization's policies to the action. Zowie also supports agents built natively on the platform, by an internal team, or by another vendor.

How to Use Zowie

1. Configure the agent's persona, supported intents, knowledge, and flows for tasks such as refunds, exchanges, or identity checks.
2. Define deterministic business rules for actions that must follow organizational policy.
3. Deploy one agent across voice, chat, apps, and contact-center channels.
4. Connect agents created internally or by other vendors when they need to run on the same platform.
5. Monitor every conversation through quality scores and inspect reasoning traces for decisions and actions.

Core Features

• Agent Studio: Configures how an agent communicates, what it knows, which intents it handles, and how its action flows work.
• Deterministic execution: Uses a separate decision engine to run policy-based workflows such as refunds, claims, eligibility, and identity checks.
• Omnichannel deployment: Runs agents across voice, chat, applications, and contact centers while preserving context across channels.
• Model and voice flexibility: Lets teams choose or replace language models and voice providers without rebuilding the complete agent workflow.
• External agent support: Connects native, in-house, and vendor-built agents to shared monitoring and audit capabilities.
• Supervision and traces: Scores conversations and records the reasoning behind decisions so teams can inspect agent behavior.

Use Cases

• Customer support: Service teams deploy agents that answer questions and complete actions through chat, voice, email, or applications.
• Returns and refunds: Commerce teams encode country, tier, and eligibility policies so refund decisions follow defined rules.
• Insurance claims: Insurers combine customer conversations with deterministic claims workflows and identity checks.
• Conversational banking: Financial-services teams provide customer-facing agents while retaining policy control and audit visibility.
• Multi-agent operations: Enterprises run agents from different builders or vendors under common quality monitoring and audit trails.

Frequently Asked Questions

Can Zowie use an existing agent?

Yes. Zowie states that teams can connect agents built in-house or by vendors and run them with the platform's monitoring and audit trail.

Which customer channels does Zowie support?

The website lists voice, chat, apps, contact centers, and email among the supported customer interaction surfaces.

How are agent decisions monitored?

Zowie's Supervisor scores conversations against defined standards, while Traces records the reasoning behind decisions so teams can see what the agent did and why.