How Fidiora works

The short version

Fidiora sits in front of your support team. Customers ask questions in the chat widget or another connected channel. Fidiora looks for the answer in the content you have connected, and one of two things happens: it gives a grounded answer that cites the source, or it hands the conversation to a person with everything they need to reply.

It does not replace your helpdesk and it does not replace your team. It takes the repetitive, well-documented questions off their plate, and it makes sure every other conversation arrives in better shape than it would have on its own. You pay only when a conversation is genuinely resolved: $0.69 per resolution, dropping to $0.45 above 1,000 a month. Handoffs are always free.

The four pillars

Everything in Fidiora is configured by your support team, not your engineers. It is built on four parts that work together.

• AI chat. Answers around the clock, grounded strictly in your help docs, website, and past tickets. Every answer cites its source. When a question is beyond it, it hands off instantly.
• Lead capture. Buying signals show up in support all day. Fidiora spots intent, qualifies it inside the same conversation, and routes a warm lead to sales with the transcript attached. See Lead capture.
• Drag-and-drop pipeline. A board of stages and custom statuses that matches how your team actually works, such as AI handling, needs human, and resolved. See Pipeline.
• No-code rule engine. Plain-language rules that segment customers by plan, region, value, or VIP status, and route, prioritize, or force a human accordingly. See Automation rules.

What happens inside a conversation

1. 01

   The customer asks a question

   A question arrives through the chat widget or another connected channel. Fidiora reads it along with any context it has about the customer, such as their plan or whether they are a VIP.

2. 02

   Rules run first

   Before Fidiora tries to answer, your rules are checked. If a rule says this category always goes to a person (a billing dispute, a legal question, a VIP account), the conversation routes to your team immediately, whatever the AI could have said.

3. 03

   Fidiora retrieves from your content

   If no rule forces a handoff, Fidiora searches the knowledge sources you connected: help center, website, and past tickets. It answers only from what it finds. This is called grounding, and it is what keeps answers accurate and on-brand rather than made up.

4. 04

   Confidence decides: answer or hand off

   If the content clearly answers the question, Fidiora replies and cites the source. If the content is missing, ambiguous, or contradictory, it does not guess. It tells the customer a person is coming and hands off.

5. 05

   The conversation resolves or reaches a human

   If the customer is helped and the issue is closed without a human, that is a resolution. If not, the conversation moves to your team with the full transcript, customer context, what Fidiora already tried, and why it handed off.

6. 06

   Your team reviews and improves

   Agents and leads review a sample of AI-resolved conversations and every handoff. When an answer was wrong or missing, they fix the source doc, and Fidiora answers better from then on.

Grounded answers, not guesses

Fidiora answers from your content and cites it. That has three practical consequences.

Accuracy depends on your docs. If an article is clear and current, the answer will be too. If an article is outdated, the answer will be confidently outdated. This is why the fix for a wrong answer is almost always to fix the source. See how to write help docs an AI can answer from.

You can check every answer. Because answers cite their source, an agent reviewing a conversation can see exactly which article Fidiora relied on, and whether that article said what the customer needed.

Gaps become visible. Questions Fidiora could not answer from your content are a list of what your documentation is missing. That list is one of the most useful outputs of running AI support. See knowledge gap analysis.

Humans stay in control

The design principle behind Fidiora is that AI is level zero of your support, not the whole of it. It handles the questions your docs already answer. People handle judgement, exceptions, emotion, and anything with real money or risk attached. Your team decides where that line sits, and can move it at any time.

In practice, humans stay in control in five ways:

• Handoff triggers. An explicit request for a human, low confidence, sensitive topics, frustration, and VIP rules all send the conversation to a person.
• Forced routing by category. Rules can send whole categories, such as billing disputes or security questions, straight to your team regardless of what the AI could answer.
• Live takeover. An agent can step into a live conversation and take it over.
• Review. Your team reads a sample of AI-resolved conversations every week, plus every handoff, and checks the work.
• Corrections flow into the docs. When review finds a wrong answer, the fix goes into the source article, so the improvement is permanent and visible to human readers too.

How Fidiora fits your existing stack

Fidiora works alongside the helpdesk and tools you already use. There is no migration. Handoffs can land in the Fidiora pipeline, in your existing helpdesk such as Zendesk, or as alerts in a team channel such as Slack, depending on how you connect it. Connections use standard methods: API, webhooks, and automation tools like Zapier. See Integrations overview and AI layer vs. replatforming for the reasoning.

How you pay

Fidiora charges $0.69 per genuine resolution, dropping to $0.45 for every resolution above 1,000 a month. There are no seat fees, so your whole team can use it. A resolution means the customer got a correct, complete answer or had their task completed, and the conversation closed without a human. Handoffs are always free. Abandoned chats and silent timeouts are never billed. Monthly spend caps keep the bill predictable. The full definition is on how we define a resolution, and the practical detail is in Resolutions and billing.

The pricing model matters for how the product behaves. Because Fidiora only earns when a customer is genuinely helped, there is no incentive to keep customers away from your team. A clean handoff costs you nothing, and it is often the right answer.

What Fidiora is not

• Not a replacement for your support team. It is the front line for repetitive, documented questions.
• Not a helpdesk migration. Your existing tools and history stay where they are.
• Not a deflection engine. A closed chat is not counted as success unless the customer was actually helped. See deflection vs. resolution.
• Not trained on your data for anyone else. Your data is never sold or used to train third-party models. See Data and security.