Fierce for you.Gentle with them.
We are hard on systems that close a conversation without fixing the problem. We are gentle with the person waiting for help — and with the team trying to help them.
"Deflected" is not "helped."Somebody is still waiting.
A lot of support AI is built to keep customers away from your team. It sends three articles, asks them to rephrase, and hides the "talk to a human" button. Then it counts every person who gave up as a win.
That's not automation. That's giving up on your customer and calling it a metric.
We built Pronomy to do the opposite: take the request all the way to done. Check the account. Take the action in your tools. Reply in your voice. And when it shouldn't handle something, hand it to a person with the full story, so nobody has to repeat themselves.
- ✕Sent 3 help articles
- ✕“I didn’t quite get that. Could you rephrase?”
- ✕No path to a human
- ✕Counted as "resolved"
- ✓Checked the account
- ✓Took the action, confirmed by your system
- ✓Replied with what actually happened
- ✓Or handed off with a summary
Illustrative comparison of two support patterns, not specific products.
Six rules.We built the product around them.
Resolve or hand off. Never trap.
Every conversation ends one of two ways: the problem is fixed, or a person has it with the full context. There is no third option where the customer loops forever.
A promise is not an action.
"I've refunded you" means nothing if the refund call failed. The reply reflects what your system actually confirmed, and Scorecards check it after.
How Scorecards check it →Be honest about limits.
We label what's available and what we're still building. And we'll tell you on the call if we're not a fit.
Read our security promises →Pay for results.
You pay per resolution, not per seat. Escalations and failed scorecards cost $0. Our definition of "resolved" is public, so we can't move the goalposts.
Read the definition →Publish the receipts.
When a product change is ready to discuss publicly, we give it a date and put it in the changelog. Internal work stays private until then.
See the changelog →Partners, not a 5-minute install.
Anyone can promise "live in five minutes." Getting your rules right takes care. We map your flows with you, run shadow mode first, and go live one flow at a time. Onboarding is free.
The never list.Written down, so you can hold us to it.
Rules say what we do. This list says what we won't do, for any customer, at any price. If we ever break one, tell us and we'll fix it in public.
- Never trap a customer in a loop. Every conversation ends fixed, or with a person who has the full story.
- Never bill you for an escalation. If it goes to your team, it costs $0.
- Never call a refund “handled” before the money moves. The reply waits until your billing system confirms it.
- Never count a customer who gave up as “resolved”. Walking away isn't being helped.
- Never hide that it's AI. The agent says what it is, by default.
- Never train models on your data. Not ours, not anyone's. The full data promises.
- Never hide a limit behind a vague claim. If something is not available, we label it. If we are not a fit, we say so.
A short note.From the person who answers your email.
I'm Oleksii. I've worked in customer support, in ML and NLP, in knowledge search, in engineering and in direct sales. Pronomy sits right where all of those meet.
From the support side, I know what it's like to answer the same question for the hundredth time while the hard cases wait. From the engineering side, I know most of those questions don't need a smarter reply. They need someone to actually do the thing: issue the refund, fix the plan, update the record.
So that's what we build. An agent that takes the action, a scorecard that checks it really happened, and analytics that show why customers wrote in at all.
If you book a call, you'll talk to me. I'll tell you honestly whether we fit, and if we don't, I'll say so.
Oleksii Liaskovskyi
Founder · PRONOMY OÜ
If you ever catch us breaking one of those nevers, email me. You’ll get an apology, a fix and the story of how it happened, in that order.