Broa puts AI to work on the customer messages you choose—using your business knowledge, information, and rules to respond. It works on email, web chat, text, web forms and mobile apps. Your data is used to answer your customers, not to train AI.
Product
Broa
A multi-tenant AI agent platform for customer service. It takes messages from every channel you use, classifies intent, runs an intent-specific reasoning pipeline over your own data, and answers — automatically, or after review. You decide which, per intent.
The pipeline
Six stages, whatever the channel
A pipeline is a declarative graph of steps, and it does not care whether the message came from a mailbox or a chat widget. Every step records what went in and what came out, so a reply is never a black box you have to take on trust.
1 · Ingestion
Email, web chat, text, web forms, mobile apps and API all feed one admission pipeline. Messages are normalized to a channel-neutral shape, de-duplicated, threaded, and anything suspicious is quarantined before it reaches a model.
2 · Classification
Each message is triaged and given an intent — an FAQ, a quote request, an order status query. The intent selects which pipeline runs. Anything the classifier is unsure of goes to a person.
3 · Retrieval
Hybrid retrieval over your indexed corpora: product catalogue, FAQ library, response templates, order records and prior correspondence. Scoped to your tenant, always.
4 · Generation
A reply is drafted from the retrieved facts, using your response templates and your tone rules, then validated before it is allowed to become a draft.
5 · Approval
Your policy decides: send it, or hold it for a person. A held reply enters a queue with a full lifecycle — assignment, review, edit, approve or reject, with SLA and expiry. Set the line per intent, not once for everything.
6 · Delivery
Replies go back down the channel they arrived on, are written back to the originating system where one exists, and their delivery outcome is tracked rather than assumed.
Channels
Seven ways in, one canonical message
Every intake path converges on a single admission gate, and produces a record with a channel-neutral core. Classification, retrieval, generation and approval read that core — a step that reaches for the channel envelope has taken a channel dependency and has to declare it.
Language
The language of a message is detected at admission, carried on the canonical record, and used to select tone rules and to generate the reply. Grounding data is not duplicated per language — the catalogue is read once and the answer is written in the language the customer used.
Detected at admission
Per message, not per correspondent. Nobody maintains a language preference list.
Tone rules per market
Formality, greeting and sign-off vary by language and region from one set of facts.
Unapproved languages escalate
A language a tenant has not enabled routes to a person rather than being attempted.
Tools
What the agent is allowed to reach for
A pipeline step may invoke a tool. Tools are the only way an agent touches your systems, which is what makes the boundary enforceable rather than hoped for.
Product lookup
Specifications, availability and variants from your catalogue.
Order lookup
Status, history and fulfilment detail for a named order.
Pricing
Price at quantity, under the terms that apply to that account.
Template fetch
The approved wording you already use for this kind of reply.
Configuration, not code
New intents and new businesses are settings
The pipeline engine is generic. Onboarding a business, or teaching the platform a new kind of message, does not mean writing a new service.
- Versioned
- Every configuration change is a version. You can see what was in force at any past moment, which is what makes a historic draft explainable.
- Validated and staged
- Changes are validated, then published deliberately rather than taking effect the instant they are typed.
- Reversible
- Roll back to the previous version. A bad prompt or a wrong template is a rollback, not an incident.
- Inherited
- Workspaces — a brand, a region, a single mailbox — inherit tenant configuration and override only what differs.
The console
Two jobs, one interface
For reviewers
Every channel in one queue, built for someone working it for hours rather than glancing at it once a week. AI-generated content is visually distinct from content a person wrote, and untrusted customer content is rendered so it cannot act on the page.
For administrators
Channels, pipelines, templates, catalogues, approval policies, autonomy thresholds and users. Navigation is derived from your permissions, so you are not shown doors you cannot open.
Autonomy
Three levels, set per intent
Autonomy is per-tenant, per-intent configuration — so order status can answer itself while a pricing dispute always waits for a person.
Gets better with use
It learns from every reply your team touches
Broa improves the more it is used — from the questions your customers ask, and from what your customer service reps do with its drafts. What it learns stays with your business.
From your reps' corrections
When someone edits a draft, rejects it with a reason, or fixes how a message was understood, that is kept as feedback. The next similar question starts from what your team said, not from Broa's first attempt.
From every question it could not answer
A question Broa cannot ground is reported as a gap rather than guessed at. Close it with a page or a rule, and the next customer who asks gets an answer.
Learning, not training
What improves is your business's own examples, rules and knowledge. Nothing your team does trains an AI model, and none of it reaches another business.
Also included
The parts that make it a platform
Identity & access
Tenants, workspaces, memberships and roles, with per-tenant OpenID Connect federation so your people sign in with the identity provider you already run.
Counterparties
A record of who you correspond with — accounts, prospects, the people acting for them, and their contact points.
Metering & budgets
Usage captured per tenant and aggregated into billing periods, with quota and budget enforcement so cost cannot run away unobserved.
Point it at a real message
The useful demo is one of your own emails, and an honest look at what it refuses to answer.