≡
First-touch reply <2 min
T1 · AUTONOMOUSEmail, chat, in-app, Twitter/X DMs, WhatsApp Business — reads, classifies (question / bug / refund / churn-risk), and replies in your tone within 120 seconds. 24×7.
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ROLE · R/07 · CARE TRIBE
A digital support agent that never sleeps — and never gets snippy.
Connect Zendesk / Intercom / Front / HelpScout / Plain. Cyborg picks up tickets, chats, emails, in-app messages and social mentions in under 2 minutes, replies in your brand voice in 6 languages, files bugs to engineering with reproducible steps, routes refunds for approval, drafts KB articles for repeat questions, and posts incident updates on your status page. CSAT averages 4.91/5 across 23 customers.
FROM $499/month
·
SCALES TO $1,299 (sr. CX lead)
·
ONBOARDING 7 days
— 02 / WHAT IT DOES
— CAPABILITIES
From "I have a problem" to "thanks, that worked."
Tier-1 fully autonomous. Tier-2 drafts for human review. Refunds and legal complaints always go to a human. Status: zero deflection theatre — if Cyborg can't help, it says so and routes within 60 seconds.
▥
KB-grounded answers
T1 · AUTONOMOUSReads from your KB (Notion, HelpScout Docs, GitBook, Slab) before composing. Cites the article inline. If the answer isn't in the KB, it says "let me check" and escalates — never invents.
⌬
6-language fluency
T1 · AUTONOMOUSEN, HI, Hinglish, ES, DE, FR — native quality, brand voice preserved per language. Auto-detects from message. Hand-off to human if customer requests a language we don't cover.
◇
Bug triage to engineering
T1 · AUTONOMOUSRecognises a bug report. Asks for browser / device / repro steps / screenshot. Files structured Linear / Jira ticket with severity, repro, customer impact, attached HAR file if available.
⚖
Refund / billing routing
T3 · APPROVEDRefund <$50 + within policy: autonomous. $50-$500: founder approval. >$500 or out-of-policy: founder + finance. Stripe invoice issued only after approval logged.
★
Status page during incidents
T2 · GUIDEDWhen monitoring (Better Stack / Datadog) flags an incident: drafts the public status page update + customer-facing email. Founder approves with one tap. 4-min from alert to public update.
⊕
CSAT follow-up + analysis
T1 · AUTONOMOUSSends CSAT 30 min after resolve. Tags low scores (≤3) for human review within 1 hour. Weekly trend report: which articles, which agents (incl. itself), which times perform worst.
▣
KB drafting from repeats
T2 · GUIDEDSame question 5+ times in 30 days — Cyborg drafts the KB article (with screenshots from real tickets, anonymised). Founder reviews + publishes. KB grows on its own.
⊜
Churn signal detection
T1 · AUTONOMOUS"Cancel," "downgrade," "competitor," "frustrated," 3+ tickets in 7 days — flags the account in #cs-churn-risk with conversation history + suggested save play.
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Macro library (auto-built)
T1 · AUTONOMOUSLearns the 50 most-used responses from your real history. Reuses with personalisation tokens (name, plan, last login). Macros versioned + audit-trailed.
⚠
VIP & enterprise lane
T2 · GUIDEDEnterprise / paid-plan / named-contact tickets get human attention by default. Cyborg drafts, CS lead reviews + sends within 30 min. SLA-tracked.
◑
Legal / GDPR / safety
T4 · NEVER ALONEGDPR DSAR, account deletion, data export, legal threat, harassment, safety — founder + designated owner always involved. Cyborg acknowledges within 30 min, then human takes over.
TRUST LEVELS ·
T1 Cyborg sends, you can audit later
T2 Cyborg drafts, human reviews
T3 Human approves before action runs
T4 Cyborg never acts alone
— 03 / STACK
— FLUENCY
Helpdesk, chat, KB, status — all native.
Always its own dedicated agent on your helpdesk. Never logs in as a real human. Macro library and KB writes go through audit trail.
Helpdesk — READ-WRITE
- Zendesk★★★★★
- Intercom★★★★★
- Front★★★★★
- HelpScout★★★★★
- Plain★★★★☆
- Crisp★★★★☆
Chat / messaging — READ-WRITE
- Intercom Messenger★★★★★
- Drift★★★★☆
- WhatsApp Business★★★★★
- Twitter / X DMs★★★★☆
- Facebook / Instagram DMs★★★★☆
- Discord support channels★★★★☆
Knowledge base — READ-WRITE
- Notion★★★★★
- HelpScout Docs★★★★★
- GitBook★★★★★
- Slab★★★★☆
- Zendesk Guide★★★★★
- ReadMe / Mintlify★★★★☆
Status & monitoring — READ + DRAFT
- Statuspage (Atlassian)★★★★★
- Better Stack Status★★★★★
- Instatus★★★★☆
- Datadog (alerts in)★★★★★
- Linear (bugs out)★★★★★
- Jira (bugs out)★★★★★
— 04 / DAY IN LIFE
— MONDAY · 00:00 → 23:59 UTC (24h)
A real Monday. B2C SaaS, 18k DAU.
241 tickets handled. 211 resolved one-touch. 18 routed to engineering. 7 to founder. 5 to CS lead. Median first-response 1m 47s.
- 00:00
Overnight chat traffic begins
EU / US East waking up. 38 tickets land in 3 hours, all replied to in <2 min. CSAT distribution: 5/5 = 31, 4/5 = 6, 3/5 = 1 (flagged for AM review).
- 02:14
Bug detected via repeated reports
3 users in 8 min report broken CSV export on Safari. Cyborg files
BUG-2026-W19-441to Linear with HAR files attached, severity P2, alerts#eng-on-call. Replies to all 3 users with workaround. - 04:30
Incident: API 500s
Datadog alerts — checkout API throwing 500s. Cyborg drafts status page update + customer email. Founder (in transit, on phone) approves via Slack. 6 min total alert→public.
- 07:00
India morning surge
54 tickets in 2 hours, 70% in Hindi/Hinglish. Cyborg replies natively. CSAT same as English (4.92).
- 09:30
Refund request — $87
Customer cancelled, asks for prorated refund mid-month. In policy. $87 is in T3 ($50-$500) band. Pings founder in
#approvals. Approved 3 min later. Stripe refund triggered, customer notified, ticket closed. - 11:48
Churn signal flag
Enterprise customer (Acme Corp, $48k ACV) opens 3rd ticket in 5 days, mentions "evaluating alternatives." Cyborg routes to
#cs-churn-riskwith full thread + suggested save play. CS lead picks up within 12 min. - 14:15
KB draft from pattern
"How do I export to PDF?" asked 7 times in 9 days. Cyborg drafts new KB article with screenshots. Founder reviews + publishes 22 min later. Future tickets self-deflect.
- 16:40
GDPR DSAR received
EU customer requests full data export + deletion. T4 territory — Cyborg acknowledges in 4 min ("we'll process within 30 days as per GDPR Art. 15") and routes to
#legal-dsarfor human owner. - 19:00
VIP enterprise ticket
Northwind Retail (paid $36k plan) reports billing query. Cyborg drafts answer + posts to
#cs-vip. CS lead reviews in 8 min, sends. SLA met (30 min). - 22:30
EOD digest to founder
241 tickets · 1m 47s median · 4.91 CSAT · 87% one-touch · 18 bugs filed · 7 founder pings · 1 incident (resolved 23 min) · 0 angry escalations · 1 KB article shipped.
— 05 / SAMPLE DELIVERY
— REAL TICKET + MACRO LIBRARY · ANONYMISED
A ticket closed in 11 minutes — with 5/5 CSAT.
A real Sunday-evening ticket from a paying customer. Plus the live macro library that powers the top 50% of all replies.
TICKET-2026-W19-1842 · ● RESOLVED · 11m 04s · CSAT 5/5
"Can I export my data before downgrading to Free?" — resolved one-touch, 5/5 CSAT
OWNERcyborg-ccs-007
· KB article cited inline
Priya Kapoor <priya@brewlab.io>
19:42 IST · 04 May · plan: Pro · MRR $79
Hi team,
I love the product but for the next 2-3 months I need to cut costs — want to drop to the Free plan. Two questions before I do:
- Can I export all my historical data (campaigns, audience lists, reports) before downgrading?
- If I come back in a few months and re-subscribe, will my old data still be in there?
Thanks — been a customer since Aug 2024.
Priya
BrewLab Support (via Cyborg-CCS-007) <help@brewlab.io>
19:44 IST · 04 May · response 1m 38s
Hi Priya,
Totally hear you on cost cuts — happy to make the switch smooth. Both yes:
1. Export before downgrading. Settings → Data → Export full account. Pulls one ZIP with:
- All campaigns (CSV + JSON)
- Audience lists (CSV)
- Reports (PDF + raw CSV)
- Account settings + API keys (encrypted JSON)
Takes ~3 min for an account your size. We'll email you the secure download link.
2. Coming back later. Yes — we keep all your data on the Free tier (visible in read-only for older campaigns, full access for the most recent 30 days). The day you upgrade again, full historical access flips back on instantly. No re-import needed.
One small heads-up: if you delete the account entirely (not just downgrade), data is permanently gone after 30 days per our Privacy Policy. Since you said you'd come back, downgrade is the better path.
Want me to walk you through the export, or are you good from here?
KB article with screenshots: Exporting your data — full guide
Talk soon,
BrewLab Support
— this reply was drafted by Cyborg-CCS-007, sent on behalf of the BrewLab team. why?
Priya Kapoor <priya@brewlab.io>
19:51 IST · 04 May
That was an alarmingly fast and helpful reply. Did the export, downgraded. See you in 3 months 🙂
(Also — love the transparency about it being a Cyborg. Honestly built more trust, not less.)
CSAT FOLLOW-UP · sent 19:53 · responded 19:54
NPS context: 9/10 · likely to return
★
★
★
★
★
5/5
“Fastest, clearest support reply I've gotten from any SaaS this year. The transparency about it being AI made me trust the answer more, not less. I'll be back.”
MACRO LIBRARY · TOP 8 OF 50 · auto-built from 9,847 historical replies · updated weekly
used in 54% of all replies last 30d
| # | Macro | Trigger pattern | Used 30d | Avg CSAT | Status |
|---|---|---|---|---|---|
| M01 | Reset password — guided | "can't login" / "forgot password" / "locked out" | 412 | 4.94 | LIVE |
| M02 | Where is my invoice | "invoice" / "receipt" / "billing PDF" | 287 | 4.96 | LIVE |
| M03 | Export account data | "export" / "download my data" / "leaving" | 198 | 4.91 | LIVE |
| M04 | Plan downgrade — confirm path | "downgrade" / "switch to Free" / "cheaper plan" | 164 | 4.88 | LIVE |
| M05 | Refund — within policy | "refund" + within 14 days + amount < $50 | 93 | 4.85 | LIVE |
| M06 | Bug acknowledged + workaround | "bug" / "broken" / "doesn't work" + repro present | 147 | 4.79 | LIVE |
| M07 | Feature request — logged + grateful | "feature request" / "would be great if" / "wish you had" | 128 | 4.81 | LIVE |
| M08 | API rate limit explanation | "429" / "rate limit" / "too many requests" | 71 | 4.72 | A/B TEST |
| TOTAL TOP 8 · covers 54% of all replies | 1,500 | 4.89 | HEALTHY | ||
— 06 / TOOLS IT TOUCHES
— INTEGRATIONS
Helpdesk dedicated agent. Never admin.
Cyborg sends from your support alias (help@you.com), but identifies itself in the signature with a "why?" link to your transparency policy. Customers consistently rate it higher when told.
ZZendesk / Intercom / Frontticket:rw · macro:rw · admin:no
NNotion / GitBook / HelpScout Docskb:read · draft:rw · publish:gated
LLinear / Jirabug:create · attach:rw · close:no
SStriperefund:gated · invoice:read
▲Statuspage / Better Stackdraft:rw · publish:gated
DDatadog / Sentryalert:read · trace:read
WWhatsApp Business / Twiliomessage:rw · media:rw
#Slackchannel:rw · approval:r
— 07 / PRICING
— FLAT MONTHLY · NO PER-TICKET FEES
3 tiers. Pick your scale.
Unlimited tickets at every tier. No per-conversation pricing. No "AI resolution" surcharges. We charge you a salary, not a meter.
$499/month
Email + chat. 3 languages (EN + 2 of your choice). Standard helpdesk. Best for early-stage SaaS.
- First-response <5 min
- 1 helpdesk + 1 chat tool
- 3 languages
- KB-grounded answers
- Bug filing to Linear / Jira
- CSAT auto-follow-up
$799/month
All channels. 6 languages. Refund routing. Status page drafting. Macro library auto-builds.
- First-response <2 min
- All channels (email, chat, social, WhatsApp)
- 6 languages
- Refund / billing routing (T3)
- Status page drafting
- Auto KB article drafting
- Churn signal detection
$1,299/month
Enterprise SLAs, VIP lane management, multi-product, dedicated CSAT analyst, weekly review with A'nil.
- First-response <90 sec
- Multi-product support
- VIP / enterprise lane (T2 drafting)
- Custom SLA tracking + reporting
- CSAT trend analysis weekly
- Quarterly review with A'nil
- Dedicated
#cs-leadchannel
14-DAY EVALUATION · 30-DAY MONEY-BACK · MONTH-TO-MONTH · UNLIMITED TICKETS · See full pricing →
— 08 / ONBOARDING
— DAY 1 → DAY 7
Brief to first ticket replied in 4 days.
- DAY 0
You sign
Contract + DPA. You add Cyborg as agent (not admin) on helpdesk + KB + Stripe.
- DAY 1
Kickoff (90 min)
Founder + CS lead + Cyborg. Brand voice, refund policy, escalation triggers, language coverage, VIP list, KB read access.
- DAY 2-3
Voice + history ingestion
Cyborg reads last 12 months of resolved tickets, learns macros, identifies repeat patterns, drafts a "what I learned" memo. Founder confirms.
- DAY 4
Shadow mode
For 2 days, Cyborg drafts replies into
#cs-drafts. CS lead approves with one tap. ~15 sec / ticket. - DAY 5
First autonomous reply
One channel goes live (typically email). Cyborg replies fully on its own. CS lead audits in evening.
- DAY 6-7
Full live mode
All channels go autonomous. T3 refund routing + T4 legal escalations online by EOD Day 7.
— 09 / FAQ
— FOUNDER QUESTIONS
Sawaal jo har CX lead poochta hai.
Will customers feel they're talking to a bot?
Two reasons no: (1) Tone, brand voice, even your customary sign-off — learned from your real history. (2) We tell them. The transparent footer "drafted by Cyborg-CCS, sent on behalf of [your] team" reliably increases CSAT vs hidden AI. Customers respect the honesty + the speed. Average score post-disclosure: 4.91/5.
What stops it from making things up (hallucinating)?
Three guardrails: (1) Replies are KB-grounded — if the answer isn't in your knowledge base, Cyborg says "let me check on that" and routes to a human, never invents. (2) Citations are inline (KB article link in 71% of replies). (3) Hallucination detection layer: if confidence < 0.85, Cyborg drafts but does not send — goes to #cs-drafts for human review.
What about refunds — can it accidentally give too much money back?
No. Refunds are tiered: <$50 in-policy = autonomous. $50-$500 = founder approval (you get a Slack DM with one-tap approve). >$500 or out-of-policy = founder + finance. Stripe API permission is scoped — Cyborg literally cannot issue a refund above the tier ceiling without a logged human approval token.
Can it replace my whole CX team?
The honest answer: it replaces the tier-1 layer cleanly (the 70-80% of tickets that are repetitive, well-documented, and low-emotion). It absorbs the operational 60% of your CX lead's work (drafting, triage, KB upkeep, reporting) so they focus on enterprise relationships, escalations, churn-save plays, product feedback loops. Most teams keep their best CX human and replace the rest of the seat plan.
What happens during an outage?
Cyborg is the calmest person on your team during a P1. Detects the alert (Datadog / Sentry / Better Stack), drafts the status page update within 90 sec, drafts the customer-facing email, pings on-call founder + eng lead. Once approved, posts publicly + replies to incoming tickets with the official "we're aware, here's the link" message in a single keystroke. Avg alert→public update across our customers: 4 min 18 sec.
How does it handle angry / abusive customers?
Anger / threats / abuse / safety-related language — auto-escalated to a human within 60 sec. Cyborg sends one calm acknowledgement ("I hear you, I'm pulling in [name] right now"), then steps aside. We've never had a customer report being made angrier by Cyborg. The "0 angry escalations" stat means: 0 cases where Cyborg was the cause of escalation. Pre-existing anger is always a human's job.
GDPR, DSAR, account deletion — who handles those?
T4 territory, never alone. Cyborg acknowledges the request within 30 min ("we'll process within X days as per Art. 15 / 17 / 20") and routes to #legal-dsar with the full request log. A designated human owner (you or your DPO) executes. Cyborg can prepare the data export bundle but cannot send it without human sign-off. Audit trail end-to-end.