AI agents for customer support

Agents that read the whole conversation.

Oriel resolves support tickets end to end — across chat, email and voice — grounded in your knowledge, your policies and your systems of record. Not a chatbot. A colleague.

Book a demo Watch it resolve a ticket
71%Autonomous resolution
38sMedian time to resolve
4.8CSAT on agent-handled
SOC 2Type II · GDPR · HIPAA
#48211 Refund issued $42.00 · Stripe · 31s #48212 Shipping address updated · Shopify · 19s #48214 Subscription paused 2 cycles · Chargebee · 44s #48215 Password reset verified · Okta · 12s #48217 Warranty claim opened RMA-7731 · 58s #48218 Invoice re-sent with PO number · NetSuite · 22s #48219 Escalated to Tier 2 with summary · 1m 04s #48211 Refund issued $42.00 · Stripe · 31s #48212 Shipping address updated · Shopify · 19s #48214 Subscription paused 2 cycles · Chargebee · 44s #48215 Password reset verified · Okta · 12s #48217 Warranty claim opened RMA-7731 · 58s #48218 Invoice re-sent with PO number · NetSuite · 22s #48219 Escalated to Tier 2 with summary · 1m 04s
Trusted by support teams at
01 — Resolution, not deflection

Deflection is a metric for walls. We measure doors.

Most AI support tools count a ticket as “handled” when the customer gives up. Oriel only counts it when the problem is gone — the refund issued, the address changed, the bug filed with the right team.

Autonomous resolution
0%

Of conversations fully resolved by the agent, with no human in the loop. Audited weekly against customer confirmation.

Median time to resolve
0sec

From the customer’s first message to the action confirmed in your system of record.

Cost per resolution
$0.00

Flat, per resolved conversation. Nothing for conversations we hand to your team.

02 — How Oriel works

Four moves, every ticket.

01

Read

Ingests the conversation, the customer’s account, order history and the last 90 days of related tickets before writing a word.

02

Reason

Plans a resolution against your policies — refund windows, eligibility rules, tone — and shows its reasoning in plain English.

03

Act

Executes in your systems: Stripe, Shopify, Zendesk, Salesforce, your own APIs. Every action is logged, reversible and scoped.

04

Hand off

When a human should decide, the agent escalates with a one-paragraph summary, suggested reply and the evidence attached.

Reading context12 sources · 0.8s
Zendesk threadShopify orderHelp center · 3 articlesRefund policy v12VIP tier
ReasoningPlan · 4 steps
01Customer is eligible for a late-delivery credit (policy §4.2, delivered >48h late).PASS
02Second occurrence in 60 days → upgrade credit to full shipping refund ($42.00).PASS
03Tone: customer is frustrated but polite. Apologise once, don’t over-explain.PASS
04Refund > $25 on VIP tier requires action log, not approval.AUTO
Acting2 actions · reversible
Refund shipping fee — $42.00stripe.refunds.create · re_3Pq…9Kd
DONE
Tag order #88213 “late-delivery-credit”shopify.orders.update
DONE
Post internal note to Zendesk ticketSummary + policy citation + refund id
DONE
HandoffConfidence 0.62 · Tier 2
Summary for Priya (Tier 2)

Customer reports the replacement unit also overheats. Two prior RMAs on this SKU this month. Likely a batch defect, not user error. Suggest advance replacement + flag to Hardware QA.

Suggested reply

“I’m sorry — two faulty units is not acceptable. I’ve asked a specialist to ship a replacement today, and we’re looking into this batch.”

Evidence attached
  • Photos from customer (2)
  • RMA-7731, RMA-7702
  • Device telemetry excerpt
03 — A real resolution

Read one ticket, start to finish.

This is a verbatim conversation from a customer pilot, with names changed. Note what the agent does not do: ask for the order number twice, deflect to an article, or promise to “pass it along”.

More customer stories
Customer
Hi — my order arrived three days late and the box was crushed. This is the second time. Honestly considering cancelling.
Oriel
Reasoning · shown to agents, hidden from customersOrder #88213 delivered 72h late (carrier scan). Previous late delivery 41 days ago → second occurrence. Policy §4.2 allows full shipping refund. Customer is VIP tier; tone frustrated. Don’t ask for order number — already on account.

I’m really sorry, Dana — twice in six weeks isn’t the experience you should have with us. I can see order #88213 arrived on the 9th instead of the 6th. I’ve refunded the full $42.00 shipping fee to your card; it will show within 3–5 business days. For the crushed box: were any items damaged, or just the packaging?

Refund $42.00 · stripe · re_3Pq…9Kd
Customer
Just the box, the mugs are fine. Ok that’s… actually fast. Thanks.
Oriel

Glad the mugs made it. I’ve flagged the carrier lane on your route so our logistics team can look at why it keeps slipping — you shouldn’t have to tell us a third time. Anything else I can sort out while I’m here?

Logistics issue opened · LOG-2291
Customer
No that’s it. Appreciate it.
Resolved · 1m 51s · CSAT 5/5
04 — Every channel, one agent

One memory. Every doorway.

A customer who emailed on Tuesday and calls on Thursday meets the same agent, with the same context. No “let me pull up your account”.

01

Chat

Web, in-app and messaging. Typing indicators that mean something.

02

Email

Threads, attachments, forwarded chaos. Replies in your brand voice.

03

Voice

Sub-second latency, interruptible, hands off to a human mid-call without the hold music.

04

In-product

Resolves inside your app: sees the screen state, not a screenshot of it.

05 — Customers

Stories from the queue.

-61% tickets
Northwind

From 48-hour email backlog to same-hour replies.

A D2C furniture brand with 3 agents and 14,000 monthly conversations. Oriel took the first reply on 100% of email within a week.

Read the story
4.9CSAT
Kestrel

Voice support for a fintech, without the IVR maze.

Kestrel replaced a 7-level phone tree with one agent that verifies identity, explains a charge and disputes it — in a single call.

Read the story
$2.1M saved
tidewater_

Tier-1 for a developer platform, with real debugging.

Oriel reads stack traces, reproduces against the docs and files reproducible bugs. Engineers stopped doing support rotations.

Read the story

All customer stories

See them all
06 — Trust

Built for the teams that get audited.

Every action is scoped, logged and reversible. Every answer cites its source. Your data trains nothing but your own agent.

SOC 2 Type II

Annual audit, report available under NDA. ISO 27001 in progress.

Zero retention

Model providers see nothing after the request. We keep transcripts only as long as you tell us to.

Data residency

US, EU and UK regions. Your customers’ data never leaves the region you choose.

Action scopes

Granular permissions per action, per tier. Dollar limits, rate limits, approval queues.

Pilot in two weeks

Let your agents see the whole picture.

Connect your help desk, point us at your policies, and watch Oriel resolve your real backlog in shadow mode before it talks to a single customer.

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