Sector — Customer support
Resolve the ticket. Don't just route it.
Most support automation deflects. Brain Engine decides — it reads the customer's real account state, applies your policy, and resolves the case end to end, escalating only what genuinely needs a human.
The decisions you make every day
- Refund, replace, or hold — and exactly how much, within policy.
- Is this an edge case that needs a human, or one you've solved a hundred times?
- Which promise can you actually keep given live inventory and SLAs?
- When does a frustrated customer warrant an exception — and who approves it?
What Brain Engine automates
- Reading the customer's real order, account, and entitlement state before responding.
- Applying refund and replacement policy consistently, with the math done correctly.
- Resolving repeat cases instantly and escalating genuine edge cases with full context.
- Holding any action above your thresholds for human approval, reasoning attached.
How it decides
- Situation
- A customer reports a damaged item, second time this quarter.
- Decision
- The engine verifies the order history, confirms the damage falls within policy, and the cumulative refund stays under the auto-approve threshold.
- Outcome
- Replacement issued and the customer notified in seconds — with the full evidence trail logged for audit.
- Situation
- A high-value customer demands a refund outside the return window.
- Decision
- The engine recognizes the account value and the out-of-policy request, and routes it to a human with a recommended exception.
- Outcome
- An agent approves in one click, the decision is captured, and similar future cases are handled the same way.
Autonomy, on your terms
Observe
The engine drafts responses and recommends actions; your agents send them.
Assist
It resolves routine cases on its own and asks before anything above a threshold.
Autopilot
It owns the full resolution flow for proven case types, escalating only true exceptions.
Why you can trust it here
Built on a catalog of hundreds of real support scenarios — and every resolution is traceable to the policy and account state behind it.
Questions
No — it removes the repetitive volume so your team handles the cases that genuinely need judgment. Autonomy is something you grant gradually, per case type.
It escalates with full context rather than guessing. Grounding and confidence thresholds decide what a human sees.
See it on your data
See Brain Engine decide on your data.
A 30-minute, tailored walkthrough on a real operation you run. No obligation — we reply within one business day.