Resolves, not deflects
Order status, refunds, address changes, and onboarding are completed end-to-end in the systems of record — not summarised into a ticket.
AI Support Resolution Agent
An AI support agent that resolves L1 in Arabic and English.
Resolve L1 without growing the team. Natiq handles order status, refunds, onboarding, FAQs, and routine change requests — with read and write access to your commerce and ERP systems.
What it does
Grounded in your knowledge base
Policies, SLAs, and product docs ground every answer, so the agent doesn't invent a refund window you don't offer.
Escalates with full context
When a case needs a human, the handoff carries the transcript, the customer record, and what has already been tried.
Follows up until it's closed
No ticket decay. The agent checks back on pending cases and closes the loop with the customer.
Who it's for
E-commerce, marketplaces, regulated service operations, and any business whose L1 ticket volume is growing faster than its support headcount.
The systems it reads and writes
Salla · Zid
Order lookup, order status, address and item changes, refund initiation.
Moyasar
Payment verification, refund status, and settlement confirmation.
ERP
Stock levels, warehouse holds, fulfilment status, and returns processing.
Helpdesk
Ticket creation, enrichment, resolution, and escalation with full context.
Escalation logic
You define the escalation rules — a policy exception, a refund above a threshold, an explicit request for a human. Natiq routes to the right queue and carries the whole conversation with it.
Example outcome metric
40% of L1 tickets resolved end-to-end by a Hyper Human in 30 days.
A target from our pilot reference plan, not a measured historical result.
Where this motion pays off first
Questions about the support motion
Does it just answer, or does it actually process the refund?
It processes it. With write access to Salla, Zid, Moyasar, or your ERP, the Hyper Human completes the action and confirms it to the customer.
What stops it from giving a wrong policy answer?
Answers are grounded in your knowledge base and policy documents. Anything outside that scope is escalated rather than guessed.
Can it run inside our own infrastructure?
Yes. Support deployments run in shared cloud, a dedicated VPC, fully self-hosted, or in a KSA region with NCA CCC-2 alignment.
What is the fastest support pilot to start with?
A single channel plus a single journey — typically L1 deflection on WhatsApp or web with one refund or order-status flow.