Resolve is an AI customer support product, in development now, built around grounded answers and honest escalation. The approach is simple: it searches your knowledge base, scores how confident it is, and either returns a grounded answer or hands the conversation to a human as a clean ticket. The goal is a support front door that never guesses — customers will get an answer or an escalation, never a hallucination.
Resolve
What is Resolve?
How will Resolve work?
You point Resolve at your knowledge base and drop a one-line widget into your app. When a customer asks a question, Resolve runs semantic and full-text search across your docs, passes the result to an AI model, and scores its own confidence. Above the bar, it returns a grounded answer. Below it, it creates a ticket and routes the conversation to a human — with the page, browser, and recent errors already captured. The model gets a short timeout, and if it ever fails, the widget silently falls back to ticket creation so the support door always opens.
What Resolve will ship with
Seven capabilities planned for Resolve — grounded answers, honest escalation, and a feature-request system no deflection bot offers.
Answer or Escalate. Never Guess.
Every response will be grounded in your knowledge base and confidence-scored. Below the bar, Resolve creates a ticket instead of improvising. Trust is the feature.
Your Customers' Wishlist, Self-Organizing
"Suggest a Feature" will be built into the widget. AI detects duplicates, merges votes automatically, and your roadmap inherits a ranked list of what customers actually want.
Context Without the Interrogation
Page, browser, screen, locale, and recent errors will be captured automatically when the widget opens. Customers describe the problem once — or not at all.
The Widget That Never Goes Down
If the AI times out, the widget will silently fall back to ticket creation. Your support front door works even when the model doesn't.
Honest Metrics
Resolution rate, escalation rate, CSAT, and cost per case — not vanity deflection counts that include customers who gave up.
Triage Before a Human Reads It
Every new conversation will arrive in the inbox pre-classified: category, priority, one-line summary, suggested article.
One Line of Code
Drop the widget into any app or site with a single embed. Search, chat, bug reports, and feature requests on every page.
Who is Resolve for?
Resolve is for support teams drowning in repeat tickets — password resets, plan changes, how-to questions, status checks — and product teams whose engineers keep getting pulled into Tier 1 support work. Mid-market SaaS, e-commerce, and B2B services where most questions already have an answer somewhere in the docs. Design partners joining now will help shape what ships first.
Why Resolve instead of Intercom Fin?
Fin is a capable AI agent with a pricing model buyers describe the same way: about $0.99 per resolved outcome, minimum monthly commitments, and a bill that grows precisely because the AI improves — with independent reviews putting real-world resolution rates at 42–50%, not the headline 67%. Reviewers also note the "resolution" definition counts customers who simply gave up. Resolve takes the opposite positions: grounded answers with honest escalation instead of generous "resolution" definitions, and feature-request intelligence no deflection bot offers.
Where is Resolve headed?
Action-taking support is on the roadmap. Beyond grounded answers, the plan is scoped, policy-bound agents that won't just answer "how do I change my plan" — they'll change it, with escalation policies you define and an audit trail of every action. Design partners will shape this roadmap. Today's specced product is grounded answer-or-escalate; action-taking comes later, in the open.
Frequently asked questions
What does grounded answer-or-escalate mean?
It means Resolve will only answer when its response is grounded in your knowledge base and it scores high enough confidence to stand behind. When confidence is below the bar — or the docs don't cover the question — it won't improvise. It creates a clean ticket and routes the customer to a human instead. Action-taking support, where the agent changes a plan or processes a request itself, is on the roadmap, not the specced first release.
What happens to feature requests?
They become first-class records, not buried chat logs. The widget includes a "Suggest a Feature" path; AI detects duplicates at high similarity and merges votes automatically, so your product team sees a ranked, sourced wishlist of what customers actually want — instead of a deflection bot that throws those requests away.
Is the AI grounded in my docs, or will it hallucinate?
Grounded. Resolve will search your knowledge base before responding and only answer when the response is grounded with sufficient confidence. If it can't find a grounded answer, it escalates instead of guessing — that honest escalation is the core of the design, not an edge case.
What happens if the AI fails or times out?
The widget is designed to fall back silently to ticket creation. The model gets a short timeout, and if it ever fails, the customer simply gets a ticket and a human — never an error screen. Your support front door works even when the model doesn't.
Will Resolve replace my support team?
No. The plan is for Resolve to handle the volume of repeat, scriptable questions that already have an answer in your docs, so your humans handle the cases that need judgement, empathy, or domain expertise. The honest-metrics view will show resolution rate, escalation rate, and CSAT — not vanity deflection counts that include customers who gave up.
What systems will Resolve connect to?
The first release is focused on grounded answers from your knowledge base and clean escalation into a ticket. Deeper connections — into billing, auth, and other ticketing systems so agents can take scoped actions — are on the roadmap, built with the escalation policies and audit trail those actions require. Design partners help shape that order.
When will Resolve launch?
Resolve is in development now. Join as a design partner and we'll send you a heads-up before the first cohort opens, and you'll help shape what ships first.
Become a Resolve design partner
Resolve is in development now. Join the waitlist to shape it and get a heads-up before the first design partner cohort opens.