Contained means the customer gave up. Resolved means the refund went out. Inflection does the second one — inside the app you already built — and only bills when the action completes.
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The AI you already bought is good at the first reply and useless after it. It answers “where's my order”, then routes every refund, cancellation and address change to a person — which is exactly the volume that costs money. You now pay for the bot and the team, and the loop still doesn't close.
| Today | With Inflection |
|---|---|
| The bot sends a help article and escalates the refund | The refund is issued in your app, during the chat |
| “Resolved” means the customer stopped replying | Resolved means a named control was pressed and logged |
| Each new action is an integration project, per system | Point it at a URL and a test account |
| Apps without a clean API can't be automated at all | It uses the interface — anything a person can click, it can do |
| You pay per conversation, or per customer who gave up | You pay when the action completes. Answers and escalations are free |
| A UI change breaks the automation silently | Flows re-verify nightly; a broken flow goes quiet instead of guessing |
It opens your product in a real browser and walks every screen a signed-in customer can reach, recording the controls it finds. No integration spec, no API to map, no tool schema to maintain — setup is a URL and a test account.
It explores, tries things, and keeps only what it could confirm twice. Every control gets a durable identity — your test id first, then the accessibility tree, then the trained path. Your team can also just use the product while it watches, and it keeps the flow.
When someone asks, it generates the exact control for what they asked, pre-filled from live state, and runs it behind a confirm gate they press. Nothing is re-derived at conversation time — it follows a path it has already walked and verified.
Pixel agents look at a picture and guess. This resolves the real element — your test ids first, then the accessibility tree, then the path it was trained on. Position is available and thrown away, because position moves when the page does. Every action has a name, which is the only reason a log of them is worth anything.
Everything that changes state stops at a gate the customer presses, phrased as the thing they asked for.
Declare what it may never do. That check runs before a model is involved, so it is a rule and not a prompt.
Card numbers and credentials are refused at the source rather than redacted afterwards.
Every action logged with the exact control it touched, the verdict, and how long it took.
Not a satisfaction score and not a containment rate. The share of conversations that finished without a human — and under it, a line per problem naming the control that was touched and what happened when it was.
Containment counts the conversations that never reached a human. Resolution counts the problems that actually went away. The whole industry reports the first one.
There are three ways to build a support agent that acts, and two of them are detours. You can ask the customer to act. You can wire yourself into every backend system, one project at a time. Or you can operate the interface the company already built and tested — the one that already enforces its own rules, permissions and edge cases.
| Approach | Completes the action | No integration project | Works apps without APIs | Grounded, not pixels | Per-action audit |
|---|---|---|---|---|---|
| Deflection bots | no | yes | n/a | n/a | n/a |
| Backend agents | yes | per system | no | yes | yes |
| Computer-use | unreliable | yes | yes | pixels | coordinates |
| Inflection | yes | yes | yes | yes | yes |
Approach-level comparison. Individual products vary.
We would rather lose a deal than lose a deployment. Four situations where you should buy something else.
If almost none of your volume needs an action performed, a knowledge-base agent will serve you better and cost less.
Inflection operates an interface. If your customer-facing surface is phone and email with no web or mobile product, there is nothing for it to work.
If procurement requires a completed SOC 2 report today, we are not there yet — and we will tell you that before you spend the time.
Inflection is a resolution layer, not a ticketing system. Keep the helpdesk you have and run Inflection alongside it.