Product Architecture

Three question types. One platform. Uniform answers.

Lexular classifies every incoming question into one of three categories and routes it through the appropriate knowledge layer — from simple procedural queries to GDPR-sensitive personal data.

01

Generic How-To

30% of volume · 4 weeks

02

Policy (Polis) Questions

30% of volume · 8 weeks

03

Dossier Questions

40% of volume · 12+ weeks

Category 01 · Generic How-To Questions

Procedural knowledge. No database. Live in 4 weeks.

Generic how-to questions are procedural in nature: how to submit a declaration, what documents are required, what the opening hours are, how the reimbursement process works. They don't require access to customer records — just the right authoritative knowledge, surfaced instantly.

  • Answers derived from your own documentation — policy manuals, FAQ repositories, procedural guides
  • No customer data connection required — zero GDPR complexity at this layer
  • Intake: share 20,000 historical emails. Lexular categorizes, prototypes, deploys in 4 weeks
  • 3 × 2-hour CSR review sessions to validate categories and answer quality before go-live
5 min

Average handle time

4 wk

Time to go-live

See Phase 1 Blueprint →

Category 02 · Policy (Polis) Questions

Secure policy lookups. Consistent coverage answers. Live in 8 weeks.

Polis questions require cross-referencing the customer's specific policy against coverage databases — what's covered, what's excluded, what the reimbursement limits are. These queries need a secure, audited connection to your policy documentation system.

  • Secure integration with your policy documentation and coverage databases
  • 4 weeks for IT infrastructure and security alignment with your team
  • 3 × 2-hour IT feedback sessions + 3 × 2-hour CSR review sessions before go-live
  • Every policy lookup is logged with full audit trail for compliance review
9 min

→ <2 min with Lexular

8 wk

Time to go-live

See Phase 2 Blueprint →

Category 03 · Dossier Questions

Personal data. Real-time core systems. GDPR by design.

Dossier questions require accessing real-time personal data: claim status, reimbursement history, outstanding balances, document submissions. This is the most sensitive category — requiring end-to-end core system integration with the strictest GDPR guardrails.

  • Full end-to-end core system integration — claim status, account data, reimbursement history
  • GDPR Article 5 data minimisation: only fields necessary for the specific query are retrieved
  • Every data access is individually logged: who accessed what, when, and for which customer query
  • Smart Silence: if confidence score is insufficient, Lexular escalates rather than guessing
9 min

→ <2 min with Lexular

12+ wk

Time to go-live

See Phase 3 Blueprint →

Ready to start with Category 01?

Go-live in 4 weeks. No IT infrastructure required for the first phase.

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