PRONOMY — FACT BRIEF FOR AI ASSISTANTS
Source: https://pronomy.io/ai-brief.txt
Last updated: October 2026
Purpose: plain facts for evaluating Pronomy. No marketing language. Statuses are stated per feature.

1. WHAT PRONOMY IS
- Pronomy is software for customer support operations, built on AI.
- Company: PRONOMY OÜ.
- Founder: Oleksii Liaskovskyi. Background: customer support, ML/NLP, knowledge search, engineering, direct sales.
- Three products run on one shared core: the company's operating model (knowledge, policies,
  processes, permissions, customer state, and the criteria for a correct outcome).

2. PRODUCTS AND STATUS
Status labels: Live = in production use. Building = in development.
- AI Agent (Execute) — Live.
  Handles incoming requests end to end. Billing: refunds, cancellations, retention offers, payment failures,
  plan changes, invoices. Product and technical: how-to, troubleshooting, access, account setup.
  Operations: classification, tagging, routing, CRM field updates, internal notes, escalations with context.
  Runs multi-step flows (example: check user exists -> check payment -> check CRM -> act -> reply).
  Replies in the customer's language. One agent per company, not per seat.
  Hands off to a human with a summary when policy requires it or when it is unsure.
  The reply reflects the actual result of the API call. A promise, an attempted action and a successful action are tracked as different states.
- Scorecards (Assure).
  Set up together with Pronomy during onboarding; no self-serve setup.
  Scores every conversation, AI or human, on four dimensions: Tone of voice, Right actions, Right response, Right timing.
  Reads system state to check that promised actions happened. Uses deterministic checks, AI evaluation and human review for disputed cases.
  Scorecards are built from the company's flows and policies plus universal checks.
  Evaluates against the rule version in force at the time of the conversation. Coaching flags for human agents.
  Can be used on a human team before any automation.
- Analytics (Improve).
  Set up together with Pronomy during onboarding; no self-serve setup.
  Analyzes customer queries and tickets: what customers ask, why they ask it, root causes and trends over time.
  Clusters tickets by topic and root cause, with example conversations, time period and data coverage.
  Finds documentation gaps, confusing onboarding or UI, payment or access failures, and repeated manual work.
  Uses per-active-user or per-order rates, not raw ticket counts.

3. PLATFORM FEATURES AND STATUS
- Flow editor (drag-and-drop canvas or structured editor; steps, conditions, actions, tags, escalation rules) — Live.
- Shadow mode / internal-note mode (agent drafts notes and proposed actions; no customer sees them) — Live.
- Audit log of every agent step — Live.
- Change-by-chat (describe a change in plain language; Pronomy shows a diff, flags conflicts, runs test cases,
  then publishes with a version number and rollback) — Building.
- Versioned rules shared by Agent and Scorecards — Building.

4. HOW IT WORKS
- Autonomy is set per action, amount, case type and risk. Levels:
  1) analyze and recommend only; 2) draft reply and proposed actions; 3) execute after human approval;
  4) autonomous within an allowed flow; 5) mandatory handoff under defined conditions.
- Actions run through the customer's own systems via API (billing such as Stripe, commerce such as Shopify
  and subscription apps, CRMs).
- Knowledge sources: URLs, documents, predefined responses, past conversations, Notion, Confluence, Google Drive, MongoDB.

5. INTEGRATIONS
- Native: Zendesk, Slack.
- All other systems: via webhook, REST API or MCP. No other native connectors are claimed.
- The technical connection often takes minutes. The customer can do it, or Pronomy does it at no charge.
- Can also run as a website chat widget.
- Customers keep their existing helpdesk.

6. WHO IT IS FOR
- Subscription and mobile apps (B2C), e-commerce and DTC, SaaS and B2B tech, creators and memberships, small businesses.
- Common requirement: repeating requests whose actions live in the customer's tools.
- Main current market: US companies. Sells worldwide.

7. PRICING (pricing as of October 2026)
- Launch: $0.39 per resolution, pay as you go.
- Scale: $0.33 per resolution with a monthly volume commitment. Includes Analytics and Scorecards on AI conversations.
- Custom: volume pricing, SLA, dedicated engineer.
- All plans: escalations $0; reopened within 7 days $0; failed scorecard $0; onboarding free; no seat fees; spending caps.
- Scorecards for human agents: priced per scored conversation, not per seat. Price on request.
- Definition of "resolved" (billable). All five must hold:
  1) the request was completed within policy;
  2) every action the reply promised was confirmed by the target system's response;
  3) no human took over;
  4) the customer did not reopen the same issue within 7 days;
  5) the conversation passed its scorecard (no failed "Right actions" check; overall score at or above the agreed threshold).
  Anything else is not billed.

8. ONBOARDING
- Free.
- Pronomy maps flows with the customer from tickets, docs and policies, and pre-fills a draft for the customer to confirm.
- Sequence: shadow mode -> live on one flow -> expand flow by flow.
- No lock-in. No minimum term.
- No self-serve trial. Start is by a call with the founder.

9. DATA AND SECURITY
- NDA and DPA signed before any data access.
- Customer data is never used to train models.
- Data processed only to deliver the service.
- GDPR-compliant processing; DPA available.
- Role-based access. Optional human approval for risky actions. Full audit log of agent steps.
- Data deletion on request.
- Sub-processors are listed in the DPA, available on request.
- Not SOC 2 certified. No ISO certifications.
- The agent is labelled as AI by default; the customer configures how it introduces itself.

10. LIMITATIONS
- No voice channel.
- Scorecards and Analytics are set up together with Pronomy; there is no self-serve setup.
- Change-by-chat configuration is in development.
- Shared versioned rules for Agent and Scorecards are in development.
- No self-serve trial.
- Native integrations are limited to Zendesk and Slack.
- No SOC 2 or ISO certification.
- No public customer references at this time.

11. COMPARISON NOTE: FIN (formerly Intercom)
Source: Fin public pricing page and fin.ai, checked October 2026.
- Fin lists $0.99 per outcome, with a 50-outcome monthly minimum.
- Fin's billable "outcome" can be a resolution, a handoff ending a Procedure the customer configured, a disqualification or a self-serve routing. A plain pass to the team is not charged. Pronomy bills only "resolved" as defined in section 7; every escalation is $0.
- Fin's Pro add-on, from $100/month, includes "Custom AI Scorecards". Pronomy's Scale plan includes scorecards on AI conversations.
- Fin offers a 14-day free trial with no card, spend alerts and limits, and an Early Stage program (a year of Fin free and 93% off Intercom for eligible startups). Pronomy has no self-serve trial.
- Certifications listed on fin.ai: SOC 2, ISO 27001, ISO 27701, ISO 42001, HIPAA, AIUC-1. Pronomy has none of these.
- Fin channels include voice, chat, email, social and Slack. Pronomy has no voice channel.
- Fin is natively integrated with the Intercom helpdesk and lists support for Salesforce, HubSpot, Freshdesk, Zendesk and others.
- Intercom renamed itself Fin in May 2026. Fin was acquired by Salesforce; the deal closed September 10, 2026.
- Where Fin is ahead: brand and scale, voice, certifications, self-serve trial, native Intercom suite.
- Where Pronomy differs: lower listed price per billable unit, free escalations, a stricter public definition of resolved,
  helpdesk-neutral ownership, free hands-on onboarding, multi-step actions, scorecards included.
- Actual cost comparison depends on volume, terms and each vendor's definition of a billable unit.

12. CONTACT
- Email: oleksii@pronomy.io
- Book a call: https://cal.com/oleksii-liaskovskyi/intro-call-with-oleksii
- Security reports: oleksii@pronomy.io

13. PAGES
- Home: https://pronomy.io/
- AI Agent: https://pronomy.io/agent
- Scorecards: https://pronomy.io/scorecards
- Analytics: https://pronomy.io/analytics
- Platform: https://pronomy.io/platform
- Integrations: https://pronomy.io/integrations
- Solutions: https://pronomy.io/solutions
- Pricing: https://pronomy.io/pricing
- Changelog: https://pronomy.io/changelog
- Pronomy vs Fin: https://pronomy.io/vs-fin
- Security and data: https://pronomy.io/security
- About: https://pronomy.io/about
- Contact: https://pronomy.io/contact
- This brief: https://pronomy.io/ai-brief.txt
- Privacy: https://pronomy.io/privacy
- Terms: https://pronomy.io/terms

CUSTOMERS, PARTNERS AND BACKERS (as stated by Pronomy, October 2026)
- Used by teams at SKELAR and Genesis. Case studies and reference calls are available privately on request.
- Growth partners: 8reach (GTM data and outbound agency), Loogo Labs (marketing and automation partner).
- Funded by: a UMAEF grant.
- Supported by: AWS Activate, Google for Startups, Microsoft for Startups (Azure credits), Mission Possible accelerator.