Compliance & safety
Disclosures, hardship, vulnerability and escalation always win.
Behavioural Engine
A policy system for how agents behave.
Every turn is sensed, classified, arbitrated, decided, acted and logged—so the agent can respond to the moment without losing its purpose or crossing its boundaries.
One turn · fully traceableDecision trace
Boundary heldCaller signal
“I’m done arguing. Just cancel it.”
Frustration high · underlying value concern unresolved- 01Sense
Transcript, affect signal, account and CRM state
- 02Classify
Framework diagnostics run in parallel
- 03Arbitrate
Priority order picks what leads this turn
- 04Decide
Reading maps to a concrete strategy
- 05Act
Response, tool calls, persona voice
- 06Log
What fired, what was said, what happened next
Strategy selectedRestore choice, then test the real value gap
BlockedDefault discount
LoggedSignal · rule · action · outcome
Priority rules
When several signals fire, something has to win.
An angry caller can also be vulnerable, quoting policy and threatening to leave. The response cannot optimise every objective at once. AdaptiveX uses a fixed order to choose the behaviour that matters most.
Emotional repair
If affect is above threshold, de-escalate before persuading or closing.
Resolution mode
Set the right frame for the dispute before generating options.
Influence & value
Only once the caller is regulated and the mode is set.
Structure
Framing and agenda control run underneath throughout.
The engine contract
Every turn passes six non-negotiable checks.
The Behavioural Engine is the decision layer between a caller’s words and the agent’s response. It turns live context into a governed next move, with an evidence trail that can be tested and reviewed.
- 01Sense→
Transcript, affect signal, account and CRM state
- 02Classify→
Framework diagnostics run in parallel
- 03Arbitrate→
Priority order picks what leads this turn
- 04Decide→
Reading maps to a concrete strategy
- 05Act→
Response, tool calls, persona voice
- 06Log→
What fired, what was said, what happened next
Objection handling
An objection is a signal—not a line to defeat.
The engine classifies what sits underneath the words, selects an eligible strategy and keeps prohibited tactics blocked. That makes objection handling specific, reviewable and consistent across calls.
- Read as
- Uncertainty or missing confidence
- Next move
- Find the unresolved question
- Blocked
- Manufactured urgency
- Read as
- Price or perceived-value gap
- Next move
- Reframe fit before trading value
- Blocked
- Default discount
- Read as
- Exit request with control lost
- Next move
- Restore choice, then diagnose
- Blocked
- Friction or concealment
- Read as
- Hardship and vulnerability risk
- Next move
- Switch to a safe specialist mode
- Blocked
- Pressure for commitment
AdaptiveX IP
Behaviour made operational.
Established behavioural methods become a versioned production system: explicit enough to govern, observable enough to review and measurable enough to improve.
Specialist mandate, eligible skills, boundaries and arbitration are represented in one configuration.
Persona × behaviour scenarios expose regressions before a changed agent reaches a live caller.
Decision traces and post-call evaluation feed the next configuration and proof cycle.
Walk the engine
See why the agent chose its next move.
Bring a difficult caller moment. We will trace the signal, priority rule, selected behaviour and blocked alternatives.