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Use cases / Customer support

Let support agents resolve more without giving them unlimited authority.

Give support agents room to complete routine work while holding account, identity, and financial actions to a clear policy.

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Maya ChenOrder #9182 · ChatSupport agent

  1. My order arrived damaged. Can I get a refund for the SGD 5,000?

  2. Sorry about that. I've found order #9182 and I'm starting the refund now.

  3. refund.createSGD 5,000.00
    Above the SGD 500 agent limit · held before the toolApproved once by Priya · refund re_3P9A4 issued

  4. Done. Your refund of SGD 5,000 has been issued and should reach you in 3–5 days.

Why Aethis

A boundary that understands the proposed action.

Context before consequence

Evaluate a refund differently from a recovery-email change, even when the same support agent proposes both.

Focused human judgment

Hold only the sensitive action and give the reviewer the exact request that needs a decision.

Evidence from request to outcome

Keep the policy decision, review, execution attempt, and reported result in one Action Record.

The opportunity

Support is moving from answers to action.

An agent can find an order, change a plan, or propose a refund. Give it room to help, with a boundary around the actions that carry consequences.

  1. Refunds and credits

    Keep small concessions moving and put larger ones in front of a person.

  2. Account recovery

    Give identity-changing actions a stronger boundary.

  3. Subscription changes

    Separate routine plan maintenance from actions with commercial impact.

  4. Customer data access

    Make useful retrieval possible without opening broad export authority.

Example workflows · Your tools, your policies

How it works

The agent proposes. Aethis decides. The tool runs.

Every support action takes the same governed path, so routine requests stay fast and consequential ones wait for a person.

  1. 01Agent

    Proposes the support action

    The agent calls a tool exposed by its connected remote MCP server.

  2. 02Aethis

    Evaluates context and policy

    Observe records the decision. Enforce can allow, hold for approval, or block.

  3. 03Tool

    Runs on the governed path

    For a held request, Approve Once authorizes the exact reviewed action; the agent then continues execution.

Inside Aethis

The reviewer gets the whole picture.

a refund is held with its amount, reason, and exact proposed action visible to the reviewer.

Explore the technical guide
Illustrative Aethis console with demo data. In the Approval Queue one held request is open: refund.create for SGD 5,000.00 from Support Agent through Stripe MCP, order #9182, reason damaged on arrival, matched rule refunds above SGD 500. The request was captured and the policy requires approval, so it is waiting for a reviewer to deny it or approve it once, and nothing has been executed.

Go deeper

Review an approval request

See how reviewers inspect an exact proposed action and choose Approve Once or Deny.

Read the guide

Works with your stack

Keep the tools you use.

  • Remote MCP servers
  • OpenAI direct route

MCP tools through your connected servers. OpenAI for supported direct model requests.

Give support agents a safer path to resolution.

Start with one consequential support workflow and a boundary your team can explain.

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