Presence with Expert Symphony

Expertise at the center. Intelligence in every thread.

Presence is the workflow platform for support, guided execution, and review. Expert Symphony brings intelligence into every thread with image understanding, summaries, translation, knowledge retrieval, and orchestration.

Abstract orchestration visual for Expert Symphony

Proof at a glance

Three capabilities that make expertise transfer reliable at scale.

Human + AI orchestration

Route each Help Thread to the right combination of human experts and AI agents with confidence-aware guardrails.

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.

Messaging, files, calls, and AI — unified in a single thread.

Point a camera at the problem. Expert Symphony extracts what matters.

Every thread summarized automatically. Experts see the full picture.

Agents compose their outputs into a single, coherent thread of intelligence.

Capabilities

Expert Symphony brings intelligence into Presence.

Five capabilities that help teams see more, understand faster, and turn every Help Thread in Presence into a structured, reusable record of expertise.

Image + Document Intelligence

See

Point a camera at the problem. Expert Symphony inside Presence 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

Procedures in Presence

Standardize field work with guided procedures.

Presence Procedures turn SOPs, checklists, and expert know-how into guided digital workflows. Expert Symphony helps teams create them faster. Presence helps teams run them with consistency, proof, and reviewability.

Apple factory setup use case

Assign an equipment setup SOP into a Help Thread, guide the technician step by step, capture measurements and proof in the field, then review the completion record for quality and compliance before the line starts running.

From expert knowledge to a live workflow

Create and assign

Turn SOPs, checklists, and expert know-how into guided workflows, then place them directly into the thread where the work is happening.

Author

Build procedures manually or use Expert Symphony AI to generate and refine them from prompts or PDFs.

Assign

Share a procedure into an existing Help Thread or create a new thread and assign it immediately.

Step-by-step in the field

Execute with proof

Guide technicians through each step with the clarity of a digital SOP and the accountability of captured evidence.

Execute

Technicians complete the procedure in a dedicated player with progress tracking, required actions, and a focused flow.

Capture

Photos, video, signatures, barcode scans, checklist states, measurements, and structured inputs are preserved as the work happens.

From completion record to compliance

Review and export

Every run becomes a durable outcome record that quality teams can review, verify, and move into downstream analysis.

Review

Completed runs create forensic-style records with evidence, traceability, exceptions, and the full execution history.

Export

Browse outcomes across threads and export summary or step-level data into spreadsheets, PDFs, and analytics workflows.

For technicians

Nothing extra to manage.

Follow the SOP, complete each step, capture the required evidence, and move on. The workflow stays familiar. The proof is simply preserved.

For managers and quality teams

Review outcomes across every run.

Browse outcomes across threads, inspect exceptions, verify evidence, and export the results for compliance, reporting, and analysis.

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

Google

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.

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-Space

Business 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

Expert Symphony knowledge

Your documentation. Your expertise. Always in reach inside Presence.

Expert Symphony ingests manuals, service bulletins, troubleshooting guides, and SOPs, then brings that knowledge directly into Presence. 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.

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

Presence is the product. Governance makes it production-ready.

Presence is where teams collaborate, execute procedures, and review outcomes. Expert Symphony adds orchestration, observability, and intelligence so the workflow scales with the controls 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 workflow platform for guided execution, review, and intelligence.

Presence gives teams one place to guide work, capture proof, and review outcomes. Expert Symphony adds intelligence throughout the workflow.

Open Presence Explore N-Space

Built by Help Lightning