How we define
a resolution.
This is the most important page on our site, so we kept it short and honest. The definition is written in your favor, because you only pay for resolutions, and we'd rather under-count than over-bill.
A resolution is when Fidiora answers a customer's question and their issue is actually closed, without a human needing to step in.
Counts as a resolution
- The customer asked a question and Fidiora gave a correct, complete answer.
- The customer's task was completed in-chat (e.g. an eligible refund processed, a setting changed).
- The conversation closed without ever needing a human agent.
Never counts (you pay $0)
- A chat the customer abandoned or that timed out in silence.
- Any conversation handed off to a human, handoffs are always free.
- An "assumed" resolution where we can't tell the customer was helped.
- A follow-up to a question already resolved in the same thread.
Why we define it this way
Most AI support tools count a "deflection", a closed chat, as a win they can bill for, whether or not the customer actually got an answer. That puts the vendor's incentive against the customer's experience.
We flipped it. Fidiora only earns when your customer is genuinely helped. If there's any doubt about whether someone got what they needed, it's not a resolution, and you're not charged. We'd rather count conservatively and keep your trust.
You're always in control of the bill
Set a monthly spend cap and the bill can never exceed it. As you approach the cap, Fidiora can notify you or route everything to your team, your choice. No overage surprises, ever.
A few edge cases, handled the same fair way: a thread with several questions counts as a single resolution; a partial or "sort of" answer isn't billed; and if a customer tells us the answer didn't help, we don't charge for it. When in doubt, we don't count it.
Honest by design. See it yourself.
Start free and watch Fidiora resolve, you only pay when it does.
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