KeyAI™ by Radiant is an AI-powered orchestration platform that unifies automation, analytics, and human intelligence across your enterprise. It extends far beyond the contact center — integrating seamlessly with CRM, banking, HR, logistics, and other core systems to create intelligent, connected workflows.
By bridging people, processes, and platforms through secure APIs and AI-driven insights, KeyAI helps organisations resolve faster, operate smarter, and continuously evolve. It transforms data into action, automation into outcomes, and every interaction into measurable value.
The foundation of KeyAI lies in four interconnected pillars — Engage, Anticipate, Empower, and Evolve.
Each pillar represents a strategic phase in how intelligence transforms everyday operations into exceptional experiences. Together, they form a continuous cycle that connects customers, employees, and systems across your entire organisation — enabling smarter engagement, faster decisions, and measurable business outcomes.
From the first “hello” to long-term loyalty, Radiant unifies Genesys, RedSquirrel™ and KeyAI™ so every interaction is connected, contextual and monetisable.
Customers reach you on any channel. We recognise who they are and why they are here, so every journey starts with context.
Customers connect via voice, email, WhatsApp, social or web – often switching channels while staying on a single conversation.
Genesys identifies the customer using phone, email or social IDs and attaches the interaction to their profile.
Open cases are detected so customers can jump straight back into their existing journey without repeating information.
CRM segments such as VIP or high-value accounts drive smarter queuing and prioritisation when demand is high.
Routine tasks are automated with IVR, bots and workflows, freeing agents to focus on complex, high-value conversations.
The interaction is classified so the platform decides whether to drive self-service or route to assisted service.
Voice uses IVR / DTMF, while digital channels use keywords or NLP to detect intent and send instant acknowledgements.
KeyAI-powered VoiceBots and ChatBots handle repetitive requests quickly and consistently across channels.
When a human is required, Genesys selects the best agent using skills, availability and predictive routing.
Interactions are queued and routed using SLA, priority and FIFO rules to protect service levels at scale.
Agents get full context, and RedSquirrel™ connects CX with back-office teams to drive end-to-end resolution.
Channel, journey path and contact reason appear instantly on the agent desktop when the interaction lands.
CRM history, cases and marketing or sales context are surfaced to enable richer, more relevant engagement.
Tickets are created or linked to the customer so the full service history and 360° view are always visible.
RedSquirrel routes tickets, notifies owners, tracks SLA, escalates overdue cases and handles webform requests automatically.
AI listens, learns and assists in real time, making every agent more confident, consistent and productive.
KeyAI analyses live conversations, detects intent and suggests responses or knowledge articles directly to the agent.
At the end of the interaction, KeyAI produces an accurate summary and proposes the right wrap-up codes.
RedSquirrel sends outbound updates on case status through SMS, email or WhatsApp, keeping customers informed.
CX becomes a growth engine: quality is measured, journeys are improved, and insights power marketing, sales and new revenue streams.
Supervisors evaluate interactions across channels, coach agents and enforce quality standards using CX and QM insights.
Surveys via IVR and messaging reveal how customers really feel about the service they received.
End-to-end journey maps highlight friction points and design opportunities for better experiences.
Interactional, attitudinal, behavioural and descriptive data combine to drive prediction and next-best action.
Segmentation, upsell and cross-sell campaigns are crafted based on real journey insights and personas.
Leads from CX and campaigns are nurtured into revenue opportunities, increasing customer lifetime value.
Existing customers are offered more of what they use, or adjacent products that match their needs and behaviours.
With the right agreements and APIs, anonymised insights can power cross-merchant offers and entirely new revenue streams.
“Empower your teams, delight your customers,
and accelerate your CX transformation — the intelligent way”.
Deep experience in deploying and managing cloud-based contact center solutions.
We focus on your specific needs to deliver a solution that enhances customer engagement.
From implementation to ongoing management, we provide end-to-end support.
Whether you’re ready to automate processes, enhance customer experiences, or gain actionable insights, Radiant Communication is here to guide you every step of the way.
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