The AI Inflection Point in CCM: From Assistance to Governed Automation
Agentic AI that transforms how the work of CCM gets done
CCM, Reinvented.
MARCIEAssist is Messagepoint’s agentic AI capability that fundamentally transforms how customer communications work gets done. Users simply describe what they need, and MARCIEAssist intelligently plans and executes supported actions across the system—while keeping users fully in control.
Providing agentic AI support throughout Messagepoint
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A conversational experience built for business users
Users interact with MARCIEAssist through a modern chat interface using natural language requests and voice commands. It interprets intent, seeks clarification when needed, and explains actions before execution.
Do the work of CCM faster
MARCIEAssist accelerates communications work by intelligently automating key tasks using a deterministic engine, such as:
- Creating and managing touchpoints
- Editing and refactoring content
- Applying and modifying targeting rules
- Applying and editing styles
The result: faster updates, less manual effort, and easier access for business users.
Ensure consistency with deterministic execution
MARCIEAssist executes every change through a deterministic engine, which delivers the consistent, repeatable results regulated communications require. AI plans the work, seeks approvals from the user, then passes the work to be executed through the APIs by the deterministic engine, so the approved actions are carried out exactly as intended.
Onboard new communications in seconds
MARCIEAssist automates the manual work of onboarding communications, by creating touchpoints in Messagepoint from PDF, Word, or Adobe files. MARCIEAssist builds the touchpoint, creates the layout, maps the data, adds the content, and applies the formatting and styles to match your original design.
Ensure accuracy with integrated testing
MARCIEAssist tests its own work to confirm changes were made accurately and match what you requested. As part of its automation workflow, MARCIEAssist can build and run test scenarios for the affected communications, flag discrepancies for review, and generate proofs for sign-off.
Tailored to how your organization works
MARCIEAssist adapts to your organization’s unique business context. Administrators provide MARCIEAssist with an understanding of your terminology, industry, and communications practices so it can apply that context to delivering more accurate, relevant, and consistent results.
Built-in guardrails for governance, privacy and trust
MARCIEAssist operates within strict governance boundaries aligned to user roles, permissions, data access, and defined system actions. It never has access to PII, is never trained on your data, does not perform unauthorized actions, and provides guidance when a request falls outside its approved boundaries. These guardrails prevent unintended changes, support security and privacy requirements, and ensure trust in AI-assisted workflows.
Total confidence with full visibility and control
Every action MARCIEAssist takes is fully visible, traceable and reversible.
Users can review detailed audit trails to see exactly what MARCIEAssist has done in the system and roll back changes or restore previous versions of content and rules at any time.
Get answers, guidance and insight in the flow of work
MARCIEAssist provides contextual guidance and insights as users work—helping them understand how to complete tasks and what impact changes may have. This reduces manual investigation, accelerates impact analysis, reinforces system learning, and helps users make changes more confidently.
Frequently asked questions
What is agentic AI in customer communications management (CCM)?
How is agentic AI different from traditional AI or AI assistants in CCM?
How can AI automate customer communications management?
Is AI safe and compliant for managing customer communications?
