Human + AI orchestration
Route each Help Thread to the right combination of human experts and AI agents with confidence-aware guardrails.
Expert Symphony Platform
Expertise at the center. Intelligence in every thread.
Expert Symphony is the orchestration platform for expertise at scale. Human guidance, agentic coordination, and memory-driven learning improve delivery velocity and demand readiness with every interaction.
Proof at a glance
Three capabilities that make expertise transfer reliable at scale.
Secure, customer-controlled context
Access and process customer context within defined trust boundaries while preserving data control and governance.
Continuous learning from outcomes
Capture thread signals, decisions, and resolutions to improve future routing, guidance, and delivery speed.
Capabilities
Intelligence that works inside the thread.
Five capabilities that turn every Help Thread into a structured, reusable record of expertise.
Image + Document Intelligence
See
Point a camera at the problem. Expert Symphony extracts model numbers, part references, procedures, and condition details from photos and technical documents.
Image AnalysisDocument Analysis
Thread + Transcript Summaries
Understand
Every Help Thread and call transcript is summarized automatically. Experts see the full picture without reading every message.
Thread SummariesTranscript Summaries
Real-time Translation
Translate
Conversations translate in real time. Every participant reads the thread in their language. Collaboration stays continuous across borders.
Per-message TranslationGlobal Collaboration
Workflow Integration
Operationalize
Intelligence flows back into Presence. Transcripts, custom fields, admin controls, and usage history connect directly to the systems teams already use.
Transcript CaptureAdmin Controls
Knowledge + Memory
Learn
Retrieve guidance from prior threads, documentation, and resolved patterns. Detect recurring issues before they escalate. Every interaction sharpens the next one.
Knowledge RetrievalCross-thread LearningProactive Intelligence
Product screenshot
Expert Symphony inside a Help Thread.
Capture a Help Thread showing an AI summary, translation pill, or image analysis result inline — the product in action.
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Agent architecture
Specialized agents. Independent models. One orchestration layer.
Each agent has a focused role and its own model configuration. They work alone when the task is simple. They work together when it isn't. The Conductor decides.
Supported model providers
OpenAI
GPT-4o, GPT-4.1, o-series
Anthropic
Claude Sonnet, Haiku
Gemini Pro, Flash
Custom
Customer-provided or fine-tuned models
Each agent can be configured independently. Switch models per agent, per workspace, without changing anything else.
Image Analysis
Reads photos. Extracts model numbers, part references, condition details, and safety context.
Document Analysis
Parses technical PDFs, manuals, and service bulletins into structured, retrievable knowledge.
Thread Summary
Condenses full Help Thread history into a clear, actionable summary.
Transcript Summary
Summarizes live call transcripts so the next participant starts informed.
Translation
Translates messages in real time. Every participant reads the thread in their own language.
Knowledge Retrieval
Searches ingested documentation and prior thread patterns to surface relevant guidance.
Orchestration
Agents don't just run in isolation.
Image Analysis identifies a part number. Knowledge Retrieval finds the matching service procedure. Thread Summary adds both to the context for the next expert. This is orchestration — agents composing their outputs into a single, coherent thread of intelligence.
Per-agent transparency
Every agent call is tracked independently.
Model used. Tokens consumed. Latency. Cost. Cache hit rate. All visible per agent, per workspace, per time period. No black boxes. The customer sees exactly what is happening, what it costs, and where to optimize.
Admin screenshot
Model configuration and per-agent metrics.
Capture the admin panel showing model selection per agent, or the usage dashboard with per-agent cost, latency, tokens, and cache hit rate.
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Platform
Five connected layers turn request signals into guided execution, governed decisions, and measurable learning at enterprise scale.
Each layer does one thing well. Together they form a single orchestration model that connects the first request signal to durable, reusable knowledge.
Signal
Start with the right context
Capture request intent, equipment details, and thread signals early so every downstream action has better input quality.
Section
Connect systems and agents
Bring documents, transcripts, translation, and enterprise integrations into the same thread without moving the work elsewhere.
Conductor
Coordinate intelligence
Route the thread through the right combination of AI services, human judgment, and guardrails for the situation at hand.
Score
Standardize execution
Design, operate, and improve repeatable workflows. Consistency goes up. Manual review goes down.
Memory + Foundation
Turn outcomes into durable knowledge
Persist thread intelligence and resolved patterns. Enforce governance. Build the foundation for cross-thread retrieval, learning, and analytics.
Presence is the collaboration platform. Expert Symphony is the orchestration layer that makes every expertise transaction more aware, more useful, and more scalable.
Explore N-SpaceBusiness lane spotlight
One orchestration score, adapted to three operating contexts.
Primary score lane
Apple Intelligence for Business
Expert Symphony serves as the orchestration front end for Apple AI in Presence, converting operations into a measurable score: signal capture, AI and human routing, governed execution, and continuous learning.
- Conductor layer routes each Help Thread with enterprise AI agents and confidence-aware guardrails
- Score layer standardizes Design, Operate, and Improve across Apple teams
- Memory and Foundation layers enforce Apple-bound secure contexts with no data leakage outside the enterprise boundary
Scale execution lane
Factory Success
Factory workflows apply the same orchestration score to high-consequence moments, helping Apple ship products faster and continue accelerating delivery.
- Factory teams are already sending 20k+ messages per week in Help Threads
- Requestor signals route rapidly to the right COEE expert or AI agent with repeatable lifecycle handoffs
Experience lane
Consumer Transfer of Expertise (ToE)
Consumer quality improves as each thread feeds memory, tightening first response, continuity, and resolution confidence.
- ToE means Transfer of Expertise from the right expert or AI agent to the receiver
- Human expertise remains visible while AI speeds context handling
- Resolved patterns flow back to Telemetric RAG and Memory Architecture
Knowledge-aware AI
Your documentation. Your expertise. Always in reach.
Expert Symphony ingests manuals, service bulletins, troubleshooting guides, and SOPs — then connects what it sees to what your documentation says. Every technician gets a specific, actionable answer grounded in your own materials.
Institutional knowledge that used to live in binders or senior technicians' heads becomes instantly accessible to every technician on every call.
Video · 15–30s loop
Knowledge-grounded response in a live thread.
Capture a walkthrough: tech shares a photo → AI responds with an answer that references the customer's own documentation. MP4, 1920x1080+, muted autoplay loop.
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A technician photographs an error code.
Without knowledge ingestion
"The display shows error code E-47."
With knowledge ingestion
"Error E-47 indicates a rinse temperature sensor fault. Per your service manual, check the thermistor connection at J14. If resistance is outside spec, replace sensor assembly — part number 0517-2843."
A thread has 30 messages about a unit that keeps overheating.
Without knowledge ingestion
The AI summarizes the conversation — who said what, what files were shared.
With knowledge ingestion
The AI summarizes the conversation and adds: "These symptoms match Known Issue KI-2024-089 in your service bulletin — a failed thermal fuse on the booster heater board. The documented fix is to replace the full booster board assembly, not just the fuse."
A tech asks what's compatible with a specific injector.
Without knowledge ingestion
No answer. The technician searches through binders or calls a senior tech.
With knowledge ingestion
The system retrieves the answer directly from the customer's chemical compatibility matrix: "Rated for Solid Brilliance and Apex Rinse Additive. Do not use chlorinated products — they degrade the injector O-rings."
Built for enterprise support
Built for enterprise scale. Governed for production trust.
Presence remains the collaboration platform. Expert Symphony adds governance, observability, and orchestration so teams operate with the controls and visibility enterprise environments require.
Control what runs
Governed and traceable
Workspace-level controls manage enablement, model selection, and how intelligence is exposed in production. Every recommendation is auditable.
- Feature enablement by workspace
- Model selection and visibility controls
- Explainability and compliance readiness
Observe what matters
Measurable
Usage, latency, cost, cache performance, and activity history. Visible enough to manage like any other production system.
- Request counts and response latency
- Cost and cache visibility
- Full activity history
Action, not just output
Connected
Intelligence connects back to Presence through transcripts, summaries, translation, custom fields, and operational integrations.
- Transcript capture inside the thread
- Thread context tied to operational fields
- ERP and inventory integration foundation
Start in Presence
The orchestration platform for expertise at scale.
Moves knowledge, not people. Turns every interaction into reusable capability. Presence is the platform. Expert Symphony is the intelligence.