The platform

From patron message to approved answer.

One pipeline turns an inbound question into a grounded, human-approved reply — across every channel, grounded in your own systems.

The decision engine

Every request flows through one intelligent pipeline.

01 · Ingest

Omnichannel in

Email, web chat, WhatsApp and SMS arrive through one channel gateway and are normalised into a single event.

02 · Classify

AI understands

An intent classifier labels the request — content search, circulation, ILL, fines, DRM or support — with a confidence score.

03 · Act

The agent drafts

Tenant rules pick the agent; it retrieves context (RAG + your connectors) and drafts a grounded reply — optionally on a local LLM.

04 · Review

A human approves

The draft lands in the Cases queue. Staff edit, check citations, and approve — nothing is auto-sent.

05 · Send

Delivered & logged

Approved replies go out on the patron’s own channel; every step is captured in a tamper-evident audit trail.

Grounded in your systems

Not a chatbot. A grounded operator.

Answers are built from your catalogue and your knowledge — with the option to keep inference entirely local.

Your connectors

Live reads from your ILS/LSP and 25+ research sources feed every draft with real holdings and citations.

Hybrid knowledge (RAG)

A knowledge layer retrieves relevant context so replies are specific to your collection and policies.

Local or hosted models

A model gateway routes to a local LLM (LM Studio) in privacy-first mode, or to a provider you choose.

Omnichannel

One inbox for every channel.

Meet patrons where they already are — every channel runs the same review-before-send flow.

Production-wired

Email

Inbound + outbound over Gmail and Microsoft 365 (Graph) with OAuth — no passwords stored.

Embeddable

Web chat

A chat widget that drops onto your site and feeds the same pipeline.

Via Twilio

WhatsApp

Two-way WhatsApp through Twilio when configured.

Via Twilio

SMS

Text-message support on the same review-before-send flow.

The surfaces

Built for the people who run it.

Everything staff and patrons touch, on one platform.

Admin Console

The staff control plane: the Cases queue, Connector marketplace, Agent Studio, the Rules decision engine, Prompt Studio and a Runtime Explorer for traces and audits.

Patron Portal

A patron-facing surface to ask questions and submit support or research requests straight into the pipeline.

Analytics Dashboard

Usage rollups and operational analytics drawn from the shared audit log.

Chat Widget

An embeddable web-chat entry point for your own site.

Questions

The short version.

Can it run fully on-premise?

Yes. The platform can run inside your own network and route inference to a local LLM via the model gateway, so patron data and conversations never have to leave the building.

Which library systems does it connect to?

Ten ILS/LSP vendors (Koha, FOLIO, Evergreen, Alma, Sierra, Polaris, Symphony, WorldShare, Destiny, SLiMS), five standard protocols (Z39.50, SRU, SIP2, NCIP, OAI-PMH) that reach many more, plus DSpace and 25+ open research sources.

Is a patron ever answered without a person checking?

No — by design. Every AI draft lands in the Cases queue for a staff member to edit and approve. Governance rules can require citations and block auto-send.

What about payments and e-book licensing?

Fines are paid through Stripe hosted checkout (PCI-safe), and e-book access is issued as Readium LCP licenses.

Ready when you are
See it running on your systems.

A 30-minute walkthrough on your own ILS and channels — no commitment.

Talk to us