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Chat Core — Orchestration Engine for Sessions, Routing, Handoff & Governed AI | Velaxe

Chat Core

Run A/B routing and model experiments

Split traffic, track KPIs (containment, CSAT, cost), and auto-promote winners.

28 min Advanced Platform Lead, Data Analyst Updated Oct 3, 2025
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Overview

Split traffic, track KPIs (containment, CSAT, cost), and auto-promote winners.

Prerequisites

None.

Permissions required

experiments:write bots:configure

Steps (3)

Estimated: 28 min
  1. 1

    Define variants

    Platform 7 min Back to top

    Variant A: rules-only; Variant B: LLM router with retrieval. Split 50/50.

    Tips

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    Validation

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    Success criteria

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  2. 2

    Choose KPIs & horizon

    Analyst 7 min Back to top

    KPIs: containment, CSAT delta, token cost/session; horizon: 2 weeks or 5k sessions.

    Tips

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    Validation

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    Success criteria

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  3. 3

    Monitor & promote

    Platform 14 min Back to top

    InsightLake → Experiments. Auto-promote winner when significance reached.

    Tips

    —

    Validation

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    Success criteria

    • Winner improves cost/containment by ≥ 10% vs baseline.

About this guide

Chat Core decides what happens next in any live conversation. It stitches identity across channels, maintains durable sessions, detects intent and sentiment, calls tools and knowledge bases, and chooses between automated replies or human handoff with clear SLAs. Operators get routing/skills rules, cost & safety guardrails, experiments, and an orchestration trace for explainability.

Tightly integrated with PulseGate for transport, LiveConnect for real-time inbox, Agent Desk for tickets, FlowForge for automation, Chronicle for audit-ready timelines, and InsightLake for analytics—so you can ship omnichannel support that scales safely.