Tickets that resolve themselves — safely.
Not a chatbot. A support console that reads the ticket, checks the systems (order status, refund eligibility, subscription state), takes the action, tells the customer, and escalates the ones a human needs. Every action logged, every escalation defensible.
IS THIS YOU?
- Support volume is climbing but headcount can’t.
- The same 5 ticket types eat 60% of your agent time.
- You’ve tried a chatbot — customers hate it because it can’t actually do anything.
- Refund and order-change policies exist but they get applied inconsistently.
WHAT WE DO
- Ticket classification. Intent detection trained on your actual ticket history.
- Action tools. Integrations with Magento, Shopify, Stripe, Zendesk, Freshdesk, your OMS — the console can look up, modify, refund.
- Policy engine. Your refund/change/escalation policies encoded as rules the AI can’t override.
- Escalation logic. Anything ambiguous, high-value, or emotional goes to a human — with context prepared.
- Audit trail. Every action logged with reasoning. Reviewable by ops or legal.
HOW WE WORK
- Ticket audit. We analyse 90 days of tickets. You get a report: auto-resolvable %, high-risk categories, expected deflection.
- Pilot. Deploy on 1–2 high-volume, low-risk ticket types. Human review in the loop. Measure vs baseline.
- Expand. More ticket types, more autonomy, tighter loop.
- Run. Monthly retainer covering policy updates, monitoring, exception handling.
WHAT YOU GET
- 60–80% auto-resolution on the ticket types we deploy.
- Consistent policy application — no more "why did that agent give them a refund?"
- Audit trail on every action.
- Escalations that arrive at your agents already contextualised.
SAMPLE PROJECT
The support team was drowning in repetitive inquiries. Volume was climbing; headcount couldn't. We helped solve this issue with the help of AI. Read the full story
Your questions and concerns, addressed
Which ticket types can it auto-resolve?
Whichever ones your policy allows — order status, tracking, simple refunds, account changes, basic troubleshooting. We audit your 90 days of tickets and tell you honestly what’s automatable versus what should stay human.
What if it makes a wrong decision?
Guardrails: hard rules the AI can’t override (refund limits, approval thresholds). Every action logged with reasoning. Audit trail available to ops and legal.
How do escalations to humans work?
When the AI is uncertain, or the case matches your escalation policy, it hands off with a summary and full ticket context. Your agent picks up an already-framed case, not a cold ticket.
Which support platforms have you integrated with?
Zendesk, Freshdesk, Intercom, Front, custom. Magento OMS, Shopify OMS, custom OMS via API. Payment platforms for refunds. On discovery we confirm your specific stack.
Can we start with just one ticket type?
Yes, always. Pilots deploy on 1–2 low-risk high-volume ticket types first. Expand from there.
HOW PRICING WORKS
The discovery call is free — 45 minutes. If we move forward, we start with a fixed-scope pilot on one source and one deployment surface. You know upfront what the pilot costs and see real answers on real data at the end.
Full rollout is scoped from the pilot. Ongoing runs on a monthly retainer that covers source drift, model updates, and analytics review.
Full rollout is scoped from the pilot. Ongoing runs on a monthly retainer that covers source drift, model updates, and analytics review.
...and this is what they think of us
Daniel Sliwin
Athleticknit Canada
The team has the ability to do what the customer imagines at a reasonable cost. Pushed us to go live sooner on certain tasks vs trying to get to the final product, but this is more my fault. The other one is the same for customers/ systems we have worked with, but make sure to set the same priorities constantly as we get too excited about new projects as a project management team (read full review)
Nubis Limited
Germany
FYB Romania is one of the very few we are still working with because we are happy with them FYB is our long term partner for offshore software development. They always provide help in all kinds of projects, such as ecommerce website development and support and also in creating new kinds of community portals, complex server setup and support. No project seems to be too big for them. (read full review)
Dan Coanda
Bro Rom
They are very accurate, reliable, and helpful in sorting out and finding great solutions. We had various platforms for our webshops, first we migrate one of them on Magento 1 and then we agreed to migrate all of them on Magento multistore. a lot of work &meetings but all went well, we had to learn a lot also :) (read full review)
Cut your ticket queue in half — safely.
— A few seconds to fill in a form and we'll do the rest!
45-minute discovery call. A co-founder plus one senior engineer. You leave with a scope, or a reason to stop.