Customer service AI we run on our own store.
Resolve answers and acts on its own, and brings in a human only when one is really needed. We built it for our own e-commerce operation first.
Resolution inbox
Built for our own e-commerce operation. Resolve handled our store's order queries, returns, and refunds before we offered it to anyone else.
Read the story →The queue grows faster than the team
We run our own e-commerce support operation, so the problems Resolve solves are the ones we live with.
Repetitive tickets bury the real ones
Order status, return requests, refund questions. The same asks arrive every day, and each one waits on a person.
Coverage always has gaps
Evenings, weekends, and peak season all bring tickets. Shift rotas and temp staff are expensive answers to a predictable problem.
Consistency is hard to train
Every new hire learns the same policies, and every agent still applies them a little differently.
How it works
From connected channels to resolved tickets in three steps.
Connect
Link your support channels and let Resolve ingest your knowledge base, FAQs, and business rules.
Teach
Write your policies in plain language: refund rules, shipping terms, escalation triggers. Resolve learns from your examples, no code required.
Resolve
Customers get accurate answers around the clock. Anything complex or sensitive escalates to your team, and you review and improve from there.
One brain, every channel
One set of business rules applies everywhere, so customers get the same answer whether they email, chat, or message. See how Resolve works across every channel.
Triage, response, and resolution for the inbox where most tickets still arrive.
Chat
Real-time conversations with instant answers drawn from your own policies.
Native WhatsApp Business conversations, handled with the same rules as every other channel.
Social
Facebook, Instagram, and X messages answered where customers actually post them.
SMS
Text-based support and order notifications.
Voice (coming soon)
Planned: an AI voice agent that follows the same rules and escalation paths.
Your policies, applied every time
Resolve runs on rules you write and examples you approve, with escalation built in from the start.
Plain-language rules
Refund windows, shipping promises, and exceptions, written the way you'd explain them to a new hire.
Confidence-based escalation
When Resolve isn't sure, it doesn't guess. The conversation routes to a person.
Full-context handoff
Escalations arrive with the conversation history and a recommended next step.
You review and improve
Corrections feed back into the rules, so the same case is handled next time.
Automation rules
The automation rules view: your policies as rules Resolve applies to every ticket. Sample data shown.
The tickets your team shouldn't handle manually
The everyday work of a support queue, handled by rule and escalated by judgment.
Refunds and returns
Checks eligibility against your policy, then processes the refund or return.
Order tracking
Shipping status and delivery estimates pulled from your order data.
Resends and replacements
Missing or damaged items handled end to end.
Cancellations
Order cancellations with your policy enforced every time.
Complaints
Detects frustration, responds with care, and escalates when it should.
Product questions
Answers drawn from your knowledge base, specs, and catalog.
Account changes
Address updates, subscription changes, and preferences.
Smart escalation
A human takes over for complex or sensitive issues, with full context attached.
Scale support without scaling headcount
Resolve replaces the grind of the queue, not the judgment of your team. Read why support teams pick Resolve over hiring more agents.
The usual approach
- A bigger team every time ticket volume grows
- Night and weekend coverage that costs extra, or doesn't exist
- Weeks of training for every new hire
- Quality that depends on who picks up the ticket
With Resolve
- One system that already knows your policies
- The same answers at 3am as at 3pm
- Escalation to your team when judgment is needed
- Capacity that flexes with peak season
Plans sized by ticket volume
Every plan includes human escalation. Starter is the pilot tier, with a 14-day free trial and no credit card required. Full details, currencies, and annual billing are on the Resolve pricing page.
Starter
Up to 1,000 tickets/month
£500/month
Growth
Up to 10,000 tickets/month
£2500/month
Enterprise
Unlimited tickets
£5000/month
FAQ
Frequently asked questions
What is Statera Resolve?
Resolve is a customer service AI engine that we built for our own e-commerce operation and run in production on our own store. It answers and acts on support tickets autonomously: checking refund and return eligibility against your policy and processing the outcome, pulling order tracking status from your order data, handling resends for missing or damaged items, processing cancellations, answering product questions from your knowledge base, and making account changes. It works across email, chat, WhatsApp, social, and SMS, applying one set of business rules everywhere so customers get the same answer on every channel. When a ticket needs judgment, Resolve escalates to a human on your team with the full conversation history and a recommended next step attached. It learned its trade on our own order queries, returns, and refunds before we offered it to anyone else.
When does Resolve escalate to a human?
Escalation is built in from the start, not bolted on. Resolve runs on plain-language rules you write yourself: refund windows, shipping promises, exceptions, and explicit escalation triggers, written the way you would explain them to a new hire. When a conversation matches a trigger, or when Resolve's confidence in an answer is low, it does not guess. The conversation routes to a person on your team, and the handoff arrives with the full conversation history and a recommended next step, so nobody starts from scratch. Complaints get particular care: Resolve detects frustration, responds carefully, and escalates when it should. Corrections your team makes feed back into the rules, so the same case is handled correctly the next time it appears. Every plan includes human escalation, from the Starter pilot through Enterprise, because judgment calls belong with your team rather than with the AI.
Which channels does Resolve support?
Email, chat, WhatsApp Business, social (Facebook, Instagram, and X messages), and SMS are live today. A voice agent is planned and will follow the same rules and escalation paths as every other channel. One brain runs all of them: the same business rules apply everywhere, so a customer asking about a refund gets the same answer whether they email, chat, or message. Channel availability varies by plan: Starter includes email and chat, while Growth and Enterprise include all five channels.
How much does Resolve cost?
Plans are sized by monthly ticket volume, and every plan includes human escalation. Starter is £500 per month for up to 1,000 tickets on email and chat, and includes Shopify plus one help desk integration. Growth is £2,500 per month for up to 10,000 tickets across all five channels, with an advanced rules engine and analytics dashboard. Enterprise is £5,000 per month for unlimited tickets, custom integrations, a dedicated success manager, and SLA guarantees. Tickets are counted per calendar month; overages on Starter and Growth are charged per ticket, and you can upgrade mid-month. Prices are listed in GBP, USD, and AED, with a 20% discount on annual billing.
What counts as a ticket?
Any customer interaction that Resolve processes, whether it resolves the ticket autonomously or escalates it to a human. Tickets are counted per calendar month against your plan's allowance: 1,000 on Starter, 10,000 on Growth, and unlimited on Enterprise. Overages on Starter and Growth are charged at a per-ticket rate, and you can upgrade mid-month if volume grows.
See Resolve on your ticket queue
Book a demo and we'll walk through how Resolve handles the tickets we see every day on our own store: order queries, returns, refunds, and the escalations in between.