An AI agent that answers from your articles, or gets a person.
It cites what it read. It hands over within one turn when a customer asks, with a summary your teammate can act on. And it is billed only for conversations it verifiably solved.
I was charged twice for September. Can one of them be refunded?
Can a person check which charge was the duplicate?
Hi Daniel, Jonas here. I can see both charges. I'm refunding the second one now.
Jonas Lindqvist · 10:45No source, no answer.
That is the whole rule. Before a reply is sent, the agent must be able to point at the article, snippet or record it came from. If it cannot, it does not improvise.
With a source, it answers and attaches the article.
Every AI message carries an AI label and numbered citations the customer can open.
Without one, it hands over and says why.
Your teammate gets three lines: what was asked, what the AI already answered, what is still open.
When the customer asks, a person within one turn.
"Talk to a person" is always on screen, on every channel. It cannot be hidden, disabled or moved into a menu.
Change the AI the way you would ship code.
Nothing reaches customers until it has passed your own questions. These controls are on every plan.
- A trace for every message: what it retrieved, what the guard checked, which version replied.
- Versions you can compare and roll back.
- Test sets built from your real questions, run before each publish.
- A publish gate that blocks a version below your pass mark, and an approval inbox for the actions the AI wants to take.
1 retrieve "Refunds and duplicate charges", help article 2 guard answer is supported by source 1 3 commitment no refund promised, policy quoted 4 reply sent with 1 citation
Billed when it is solved, and only then.
A resolution is billable when the customer confirms it, or when an independent check judges it solved and the customer does not come back for 7 days. Tidewater's September, as a sample:
- Conversations the AI handled
- 1,140
- Handed to a person, spam or test
- − 235
- Customer said no, or the issue came back
- − 43
- Verified resolutions
- 862
- Included in Growth
- − 750
- Billable, at $0.59 each
- 112 = $66.08
- Free
- 50
- Starter
- 200
- Growth
- 750
- Scale
- 2,500
After that, one rate card on every paid plan, per cycle: $0.59 each for 1 to 1,000, $0.49 for 1,001 to 10,000, $0.39 above 10,000. Free has no overage. Sample prices.