Hybrid control
Safe answers send automatically. Discounts, refunds, complaints, and low-confidence responses wait for approval.
Auto-send FAQsApprove discountsEscalate complaints
Safe by design
Automate the routine. Escalate the meaningful.
Rules decide when Hermes can answer immediately, when it should draft, and when a person must step in.
244 replies automated
84% of eligible messages were resolved without operator intervention.
Low confidence guardrail
If answer confidence falls below 72%, create a draft and notify an operator.
Commercial exceptions
Require approval for discounts above 5%, custom payment terms, or price matching.
Thoughtful follow-up
Follow up after 24 hours only when the customer expressed clear purchase intent.