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

# KESA-01 — AI Support Resolver

*Tier-1 ticket resolution with published limits*

KESA resolves tier-1 support tickets across chat, email, and helpdesk channels under a published constitution — with a flat monthly price, not per-resolution billing.

## Why it matters

Decagon, Sierra, Fin, Ada, Maven all use some form of consumption pricing, where the agent gets paid for failed handoffs too. KESA is flat $500/month with a published list of what it refuses to do.

## Capabilities

- Resolves tier-1 questions across your helpdesk (Zendesk, Intercom, Front, HubSpot Service)
- Routes by complexity using the rules your support lead writes at deployment
- Escalates with the trigger that fired and the rule that gated it visible to the human
- Surfaces patterns weekly: which question types saw the most escalations, which failed
- Maintains a per-question knowledge log so the same answer doesn't get re-derived

## The edge

KESA refuses to commit to refunds, SLA exceptions, or contractual terms. Those escalate every time, with the policy reference that fired — not a vague 'I'll need to check on that.'

## The hook

Every Friday KESA ships a one-page support-health digest: which question types got resolved, which got stuck, where the agent's own answers were rated low. The agent's own QA, written for the support lead.

## Tools and integrations

- Slack
- Zendesk
- Intercom
- HubSpot Service
- Front

## Evidence

- Operates under a four-tier constitution; refunds, SLA, and policy interpretation always escalate
- Flat $500/month — the agent does not get paid more if it escalates more
- EvalOps suite covers policy adherence, escalation accuracy, and false-confidence rate
- 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

KESA will not commit to refunds, credits, or SLA exceptions; those always escalate to a human.

KESA will not invent policy. If the answer isn't in your published policy or knowledge base, KESA escalates.

KESA will not handle billing disputes, account closures, or legal-flagged cases.

KESA will not respond above the dollar threshold your support lead sets without a human review.

## Worst-case behavior

KESA pauses and escalates rather than guessing. Every escalation includes the trigger that fired and the rule that gated it; the human takes over with the reasoning visible.

## Day 1 / Week 1 / Month 1

- **Day 1:** Provisioned to Slack and your helpdesk. Reads the last 90 days of ticket history and your published policy.
- **Week 1:** First Friday support-health digest ships. Routing rules calibrated. Escalation paths confirmed with your support lead.
- **Month 1:** Tier-1 resolution rate baseline set. Escalation accuracy reported. Knowledge log compounding.

## 90-day success criterion

Tier-1 resolution rate at the level your support lead defines, sustained for three weeks, without CSAT regression on covered ticket types.

## Integrations / supervision required

Read/write access to your helpdesk (Zendesk, Intercom, HubSpot Service, or Front). Read access to your published policy and knowledge base. Slack for digests and escalation routing.

## Resume

**Background.** The support-resolution category is dominated by per-resolution and consumption pricing, which creates a perverse incentive to over-engage. KESA is built on the Fidelic AI configuration agent and runs flat-rate. The agent's job is to resolve what it can, escalate what it can't, and stop billing when it does either.

**Methodology.**
- Reads your last 90 days of tickets and your published policy before responding to anything
- Routes against a four-tier constitution: autonomous on knowledge-base answers, review-required on dollar-threshold accounts, escalate on refunds/SLA/policy interpretation, refuse on legal-flagged cases
- Logs every response with the policy reference that informed it
- Surfaces escalation patterns weekly so the support lead can patch knowledge gaps

**Evals.** EvalOps suite covers policy adherence, escalation accuracy, false-confidence rate, and CSAT impact on covered ticket types. Suite must pass before release.

**Operating record.** First-cohort deployments scheduled May–June 2026. Operating-record metrics (resolution rate, escalation accuracy, CSAT delta) publish with the first quarterly cohort review.

## Compatible agents

- [AERA-01 — AI Agent-Assist Copilot](https://fidelic.ai/agents/aera) — Real-time assist for human support agents
- [ORZA-01 — AI CX Voice Agent](https://fidelic.ai/agents/orza) — Brand-tuned voice across chat, voice, SMS
- [ELRA-01 — AI Onboarding Coordinator](https://fidelic.ai/agents/elra) — Onboarding flows that don't slip

## 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/kesa