Trovix AI Integration

Trovix Reach ©

Client-facing AI integrated into your portal or website with full compliance controls

Reach is a retrieval-based client-facing AI system deployed on your website, client portal or document portal. Unlike general-purpose chatbots, Reach answers only from content you have approved and indexed — your terms and conditions, policy documentation, process guides and FAQs. It applies a confidence threshold layer: questions it cannot answer with sufficient confidence are escalated to a human, not answered with a guess. Every conversation is logged with the question, the retrieved source and the response, satisfying FCA, SRA and ICO documentation requirements.

Systems Reach integrates with

Reach is deployed inside your web infrastructure and connects to your CRM and case management systems for escalation and logging.

Salesforce Service Cloud
Escalated queries create Service Cloud cases automatically. Conversation transcript attached. Contact matched from CRM record.
Microsoft Dynamics 365
Low-confidence or out-of-scope queries create Dynamics cases with full conversation context. Portal session data included.
Zendesk
Escalations create Zendesk tickets with conversation transcript and source retrieval log. Tag taxonomy configurable by query type.
Client portals
JavaScript embed or iframe deployment. Compatible with any web-based client portal. White-labelled to your brand.
Applied Epic / Acturis
Policy and coverage queries matched against your book. Escalations create broker tasks in your insurance management system.
Your website
JavaScript snippet deployment. Works alongside existing live chat tools. Configurable escalation to human agents when confidence threshold not met.

Integration architecture

Client Queryportal / website / chatReach Knowledgeyour content onlyConfidence Checkthreshold logicHIGH CONFIDENCELOW CONFIDENCEOUT OF SCOPEAnswer Deliveredwith source refEscalate to HumanCRM ticket createdStandard Responsecontact routingConversation LogFCA / SRA compliantReach does not generate answers from general knowledge. It retrieves from your approved content only. No hallucination risk.

Technical specification

Retrieval approach
Sparse + dense hybrid retrieval over your approved content index. Returns answer only when retrieval confidence exceeds configurable threshold.
Confidence threshold
Per-topic threshold configuration. High-risk topics (e.g. coverage confirmation, investment advice) can be set to always escalate.
Escalation logic
Low confidence, out-of-scope queries and configurable topic flags trigger escalation. Creates CRM ticket with full conversation context.
Content management
Admin interface for managing indexed content. Version control on approved content. Immediate removal of outdated content from index.
Session logging
Every session logged with timestamp, user identifier (if authenticated), query, retrieved sources, response and confidence score.
Deployment
JavaScript embed, REST API or iframe. Deployed inside your cloud tenant or on-premise. No queries transmitted to external AI APIs.
Languages
English by default. Additional language support via separate indexed content. No machine translation of client queries.

Regulatory compliance

FCA COBS 4Communications must be fair, clear and not misleading. Reach only answers from approved content. Confidence threshold prevents misleading responses.
FCA Consumer DutyClient communication logs satisfy Consumer Duty evidence requirements. Escalation path ensures complex needs reach a human.
SRA Code r.1.4Client communication logged and attributable. Reach does not give legal advice. Out-of-scope queries routed to fee-earners.
ICO UK GDPR Art.13Clients informed of AI use in portal settings. Conversation data processed under your existing privacy notice legal basis.

Discuss Reach deployment in your client portal infrastructure

A technical conversation about your existing systems and integration approach. 30 minutes.

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