--- title: "Alex by Adelante: The AI Engineer for Your AI Support Agent" description: "Alex is an AI forward deployed engineer that lives in your team chat. Tell it what your support agent got wrong and it comes back with the fix and the proof." canonical_url: https://www.getadelante.com/product/alex type: product --- # Fix your AI support agent from Slack. Alex is Adelante's AI forward deployed engineer for teams running an AI support agent. When the bot gets something wrong, tell Alex like you'd tell a teammate. It works out why and fixes it, then shows you the fix working. It lives in Slack, WhatsApp or iMessage, wherever your team already talks. It's included with Adelante's managed service, and available on its own if you already run your own AI support agent. [Book an Alex demo](https://www.getadelante.com/demo?product=alex) Product pages: [Overview](https://www.getadelante.com/product/overview) · [Launch](https://www.getadelante.com/product/launch) · [Control](https://www.getadelante.com/product/control) · [Improve](https://www.getadelante.com/product/improve) · [Alex](https://www.getadelante.com/product/alex) --- ## An integration fix in Slack Dana, Head of CX at Northline, posts a problem in #cx-ops. Alex works it through to a proven fix in the same thread. 1. Request: Three EU customers got "can't find your order" from the bot this morning. The orders are real. One of them is ticket #20931, order EU-10482. 2. Inspect: Alex pulls EU-10482. The agent ran the order lookup once and it only searched the US store. Zero matches, so it took the "order not found" path and never looked in the EU store. 3. Diagnose: The integration was built before the EU store existed and still only searches the US one. Between Sep 22 and Sep 28 all 23 EU- lookups came back empty and 17 of 19 affected conversations were handed off. US lookups in the same period found an order 412 times out of 412. Alex offers to route EU- numbers to the EU store, and Dana says ship it, leave US as is. 4. Change: EU- numbers now go to the EU store and everything else still goes to the US store. Alex also adds an automatic check so this can't quietly break again. 5. Verify: Alex replays EU-10482 and it finds the order in the EU store. All 14 automatic checks pass, the new one included, and US lookups are untouched. Still open is the first live EU conversation after the change, which Alex asks the team to send over when it comes in. --- ## The stuff that used to wait for an engineer - "Why did the bot say that?" Send Alex the ticket or a screenshot. It reads the whole conversation, checks what the bot looked up and tells you what actually went wrong. On order #20874 the bot read "refund pending" as no refund and offered a second one, and Alex found the same mistake in 6 other conversations since Sep 24. - "We changed the returns policy." Tell Alex what changed. It finds every place the old policy is written down and updates all of them, so the bot stops quoting the old one. Moving holiday returns from 30 to 60 days took two edits and one question about whether the window counts from delivery. - "The order lookup is broken." Alex follows the problem into the integration and fixes it there, even when that means changing code. Then it reruns the case that failed. After a retail order number matched a wholesale order, Alex limited the lookup to the retail store and added an automatic check for numbers that exist in both. - "Why are handoffs up this week?" Alex reads the conversations and tells you what's driving it, with the numbers. When handoffs went from 61 to 97 in a week, 41 of them were questions about the Ridge 40 carry-on, which wasn't in the bot's knowledge at all. - "Hold that until legal signs off." Alex keeps track of what's pending. A warranty change held on Tuesday went live on Thursday from a one-line approval, without anyone explaining it again. - "Check next week if the fix held." Alex schedules the check, runs it once and posts the result in your channel. A week after the EU fix it reported 34 of 34 EU- lookups finding an order, against 0 of 23 before. --- ## Where Alex works It lives in your team chat and works on your agent. - In Slack, WhatsApp or iMessage. Add Alex to the channel or group you already use. Anyone there can ask it things, and it follows the conversation, so you don't have to repeat yourself. When Omer posted the Berlin pop-up details, Alex already had the dates, address and hours when Noa asked about them. - Inside every ticket. Ask about any ticket and Alex shows you the whole story in one reply. You see what the customer said, what the bot looked up and which rule it followed. - Inside the agent itself. Alex can change what the bot knows, the rules it follows, its tool settings and the integrations Adelante built for you. It posts every change in your channel with who asked for it. --- ## The questions CX leads ask us first - "Can it see other companies' data?" No. Every customer gets their own Alex, with its own memory and access. Yours only knows your agent and your setup. - "Will it change things on its own?" No. Alex tells you what it wants to change and waits. Nothing goes live until someone on your team says yes. - "How do I know the fix worked?" Alex reruns the ticket that failed and shows you the result. If something is still open, it says so in the same message. - "What if it can't fix something?" Then it goes to Adelante's engineers, with the error and everything Alex already found. You don't have to chase anyone. --- ## Two ways to get Alex Standalone: If you already run your own AI support agent, Alex joins your team chat and takes the "why did the bot do that" work off your engineers. On the demo we check what it can reach in your setup. [Book an Alex demo](https://www.getadelante.com/demo?product=alex) Included with Adelante: Adelante builds and runs your AI support agent, and Alex is how your team asks for changes. You tell it what needs to change, and we take care of the rest. [See the managed service](https://www.getadelante.com/product/overview) If you're already with Adelante, Alex is included. Tamir switches it on and adds it to your channel. --- ## Frequently asked questions ### What is an AI forward deployed engineer? A forward deployed engineer is the engineer a software company sends to sit with a customer's team and make the product work in their setup. Alex does that job as AI, from your team chat, on your support agent and the integrations around it. ### Does Alex work with the support agent we already run? Depends on your setup. Alex needs to read your agent's conversations and configuration, and to change what you ask it to. On the demo we go through your systems one by one and tell you straight which ones Alex can reach and which it can't. ### What does onboarding involve? One call to start, where we go through which agent you run and what it's connected to. Then we agree on what Alex may read and what it may change, and add it to your Slack channel or your WhatsApp or iMessage group. If you want more access later, you ask and we widen it. ### Who controls what Alex changes? Your team. Alex only changes the agent when someone in your channel asks, and only within the access you agreed to at onboarding. Anyone in the channel can ask for work inside that access. Nobody can widen it from the chat. That stays with Adelante. ### Who in our team can use Alex, and in which language? Anyone in the channel or group it joined, within the access your team agreed at onboarding. It answers in whatever language you write in, so a Hebrew question gets a Hebrew answer. Product names and ticket and order numbers stay exactly as you typed them. ### Can Alex change integration code, or only the agent's text? Both. It changes configuration and code in the custom integrations Adelante built for you, like an order lookup that suddenly has to cover a second store. Before it reports back it runs the integration's automatic checks and replays the ticket that kicked it off. ### Can Alex send us a weekly report automatically? Yes, if you ask for one. Nothing recurring runs by default. Ask for a Friday report and Alex confirms the time and the channel it'll post to. If scheduling fails, it tells you in the thread, so you're never waiting on a report that isn't coming. ### Does Alex talk to our customers? No. Your customers talk to your support agent. Alex talks to your team, about that agent, in your channel. It reads customer conversations when it's investigating something, and that's as close as it gets. It never writes to a customer or edits a ticket, and the channels your agent answers on are off limits to it. ### How does Alex relate to Adelante? Adelante builds and runs Alex. If you're on the managed service, Adelante runs your support agent and Alex is how your team asks for changes to it. Whatever sits outside Alex's reach goes to Adelante's engineers. On its own, Alex works on the agent you already run. Either way you get your own Alex.