Today we’re launching Zowie Decision Engine, the most advanced process automation tool on the market. Powered by GenAI, Decision Engine transforms complex business processes into simple, enjoyable customer interactions. As the core of Zowie's AI Agent capabilities, Decision Engine represents a significant leap forward in our mission to fully automate customer interactions. The product is now available to all existing and new Zowie customers.

The new era of process automation

Until now, process automation has been constrained by conversational flows that were:

• Expensive to create and manage
• Limited by available integrations and data
• Lacking flexibility and intelligence

These limitations often resulted in frustrated customers and unresolved issues. Zowie Decision Engine overcomes these challenges by combining deterministic decision-making with LLM-powered conversational experiences.

Decision Engine empowers your company to:

1. Automate 100% of your customer-facing business flows
2. Significantly improve business efficiency - our early tests optimize time needed to solve cases by 92%
3. Create human-like, conversational interactions that delight customers and solve problems instantly increasing your CSAT by up to 43%
4. Scale your processes without additional overhead

What sets Zowie Decision Engine apart?

Why is Decision Engine more capable than any other process automation solution?

#1 GenAI-enabled information gathering

Collect and validate information needed to execute processes in a simple, conversational way. Automatically retrieve the data from available sources and only ask users for missing information. Decision Engine is able to extract multiple data points from customer messages. No more unnecessary forms and questions!

#2 Intelligent context

Decision Engine keeps the relevant data throughout the conversation. Customers will no longer be asked to provide the same information twice. At the same time, Decision Engine is intelligent enough to recognize when context reset is necessary based on customer inquiries.

#3 Detailed reasoning and reporting

Decision Engine enables you to track AI Agent’s decisions and actions step by step, providing you with detailed logs for each interaction. This unparalleled transparency gives you greater control over the automated experiences and ensures continuous improvement.

#4 Advanced customization tools

Decision Engine lets you incorporate custom code as part of the business flow. You can now call virtually any integration or include even the most sophisticated logic right within your workflow. This gives you depth of customization that no other tool on the market is able to support.

#5 Modular approach 

Decision Engine enables you to include one process as part of another, which helps you break down the complexity and manage your business flows more efficiently. Scaling your processes is no longer limited by never ending flows, but rather enabled by puzzle-like customization.

#6 Interface for technical and non-technical users

Decision Engine unlocks all of that through a simple, drag-and-drop interface that’s intuitive and easy to use for non-technical team members, but powerful enough for your core tech team members. For example, your technical team might prefer to validate data provided using Regex, but your non-technical team can simply use natural language description.

AI Agent at its best

Decision Engine utilizes existing functionalities and benefits of the AI Agent to unlock scalability and personalized experiences.  

Multichannel support

Decision Engine works out of the box on all of your customer-facing channels: Chats, Emails and Voice. This means that you can now define the process once, and start offering the same level of support on all of your customer channels without additional overhead. This also means savings later on during maintenance.

Natural conversation flows 

Zowie's AI Agent seamlessly combines two key functions: Knowledge hub for answering FAQ-like questions, and Decision Engine for executing complete business processes when more complex solutions are needed.

Segmentation & Language 

As with all AI Agent’s experiences, Decision Engine enables you to flexibly differentiate the experiences depending on the customer segments. Touchpoints delivered by Decision Engine can be delivered to customers in one of the 56 languages supported by Zowie’s AI Agent today

Early adoption use case

One of our early adopters transformed their exchange and return process using Decision Engine. Previously, their agents struggled with a labor-intensive workflow that required navigating multiple applications, performing numerous actions, and executing hundreds of mouse clicks, keypresses, and text entries—taking over 8 minutes to process each return.

Decision Engine now manages the entire workflow, applying sophisticated business rules through the Order Management System API while using generative AI to gather information conversationally from customers. The system automatically verifies order details, requests only missing information, and creates replacement orders without agent intervention. What's revolutionary is how it maintains a personalized, natural conversation throughout this complex process—something impossible with traditional automation tools.

The results speak for themselves: the same process now completes in just 39 seconds—a 92% reduction in processing time. This dramatic efficiency gain doesn't come at the expense of customer experience; in fact, customers enjoy faster resolution without the frustration of repeating information or waiting for agents to navigate complex systems.

Rollout

For existing Zowie customers, Decision Engine is now available and will overtime take over the function of all existing modules, including Workflows and REST Automation. Contact your Customer Success Manager for more information on how to use Decision Engine in automating your processes.