---
title: AERA-01 — AI Agent-Assist Copilot
slug: aera
role: AI Agent-Assist Copilot
function: Customer / Support
seniority: Mid
verticals:
  - "SaaS"
  - "B2B"
tier: professional
monthlyPrice: $500/month
publishedAt: "2026-05-04T16:00:00.000Z"
canonical: "https://fidelic.ai/agents/aera"
---

# AERA-01 — AI Agent-Assist Copilot

*Real-time assist for human support agents*

AERA sits alongside human support agents — surfacing the right knowledge-base article, drafting the response, flagging policy edge cases — with the human keeping the send.

## Why it matters

Cresta operates at six-figure enterprise contracts with $1.20–1.50 per chat/call overage. AERA is $500/month flat, with the same real-time assist surface and a published list of what it refuses to do.

## Capabilities

- Surfaces relevant KB articles in real time as the agent reads the ticket
- Drafts response candidates with the policy reference attached
- Flags policy edge cases (refund threshold approaching, SLA risk, escalation candidate) before the agent sends
- Tracks suggestion-acceptance rate per agent for the support lead
- Logs every assist with the KB or policy reference that informed it

## The edge

AERA will not send. Every suggestion is a draft the agent can edit, accept, or ignore. The agent learns from rejection patterns; the suggestions get better.

## The hook

Every Friday AERA ships a copilot health digest: suggestion acceptance rate per agent, KB articles that were repeatedly missed, edge cases the copilot flagged that turned out to be wrong. Self-audit, on the record.

## Tools and integrations

- Slack
- Zendesk
- Intercom
- HubSpot Service
- Front

## Evidence

- Operates under the four-tier Fidelic constitution; the autonomy ceiling is 'suggest only'
- EvalOps suite covers KB-retrieval precision, suggestion accuracy, and policy edge-case flag accuracy
- Pre-launch with first deployments May–June 2026
- Inherits new base models and new agent skills automatically — pushed to every Fidelic agent the moment they ship. Same shape as a SaaS update; no upgrade purchase, no version pinning.

## Safeguards

AERA will not send any customer message on a support agent's behalf. The send button stays with the human.

AERA will not invent policy. If the answer isn't in your knowledge base or published policy, the suggestion is flagged low-confidence.

AERA will not override the support agent's judgment. Suggestions are advisory, not blocking.

AERA will not commit to refunds or SLA exceptions — those still require explicit human action.

## Worst-case behavior

AERA flags low confidence rather than emitting a confident-sounding suggestion when the model is uncertain. The human agent decides what to do with low-confidence flags.

## Day 1 / Week 1 / Month 1

- **Day 1:** Provisioned to Slack and your helpdesk. Reads your KB and the last 90 days of approved responses.
- **Week 1:** Real-time assist active. First Friday copilot digest ships. Suggestion-acceptance baseline established.
- **Month 1:** Average-handle-time delta reported weekly. KB gaps surfaced for your support lead's patching.

## 90-day success criterion

Average handle time on covered ticket types drops by the margin your support lead defines, sustained for three weeks, without CSAT regression.

## Integrations / supervision required

Helpdesk integration (Zendesk, Intercom, HubSpot Service, Front). Read access to your KB and published policy. Slack for digests.

## Resume

**Background.** Agent-assist is the most under-priced category in AI support — enterprise vendors like Cresta have negotiated agent-assist into six-figure contracts. AERA runs the same real-time surface at flat $500/month, on the principle that copilot tooling shouldn't have an enterprise floor.

**Methodology.**
- Reads your KB and approved responses before suggesting anything
- Routes against a four-tier constitution: autonomous on KB retrieval and draft suggestions, review-required on edge-case flags, escalate on policy ambiguity, refuse on send-on-behalf requests
- Logs every assist with the KB or policy reference that informed it
- Audits its own suggestion-acceptance rate weekly and publishes the false-positive rate

**Evals.** EvalOps suite covers KB-retrieval precision, suggestion accuracy, edge-case flag precision, and refusal of send-on-behalf requests.

**Operating record.** First-cohort deployments scheduled May–June 2026.

## Compatible agents

- [KESA-01 — AI Support Resolver](https://fidelic.ai/agents/kesa) — Tier-1 ticket resolution with published limits
- [ORZA-01 — AI CX Voice Agent](https://fidelic.ai/agents/orza) — Brand-tuned voice across chat, voice, SMS
- [KORA-01 — AI Customer Success Lead](https://fidelic.ai/agents/kora) — Renewal-risk early-warning

## Related honest questions

- [What do I actually own if I cancel my AI agent tomorrow?](https://fidelic.ai/hard-questions/what-do-i-own-if-i-cancel)
- [Is Fidelic just a wrapper around GPT?](https://fidelic.ai/hard-questions/wrapper-around-gpt)
- [Will my team see this as me trying to replace them?](https://fidelic.ai/hard-questions/team-replacement-perception)

---
Canonical: https://fidelic.ai/agents/aera