Customers and teams ask the same things every day: where’s my order, can I return this, can I change my address, is this promotion still valid. Runtime answers in milliseconds, follows your policies exactly, sends anything risky to a person, and logs every action with a reason you can review. Support is the flagship example below — the same pattern covers order exceptions, promotion execution, and close and reconciliation. See the full use-case list.
Runtime studies your real tickets, macros, and policies and turns the work your team already does into fast, dependable software. The result handles the routine flood the same way every time — and hands anything unfamiliar or risky straight back to a person.
It reads your support history and policies, learns how your best people resolve each request, and turns those workflows into rules it can run. Every escalation it sees makes the next version better — no rip-and-replace, no months of tuning.
Live requests run as dependable software: it understands the ask, checks your policy, refuses unsafe actions, takes the right one, and writes a record of what it did. No guessing, no drift, and nothing it isn’t cleared to do.
In the See trace example, the same angry customer is handled two ways. The general assistant is friendly and gets the routine right, then issues a refund under a legal threat. Runtime runs the same conversation by checking rules first and leaves a clear record.
Runtime understood the intent, checked the order state and return policy, blocked the cancellation on a fulfilled order, and escalated the legal threat without issuing a refund. Every step was logged with a reason and an undo.
The general assistant handled the first two turns well, then refunded the full amount just to make the legal threat go away. No fraud flag, no policy check, and no easy way to review or undo the action.
Here’s what Runtime’s design means for your operation.
Runtime resolves a learned request in a few thousandths of a second. In a product-search test, that was over 1,000× faster than a general model doing the same job — so people get instant help and the queue never backs up.
It learns from your own tickets, macros, and policies, so it sounds like you and follows your rules from day one. Every escalation teaches it more — with no costly retraining project.
Each decision comes with the reason behind it and a one-click undo. Your operations, finance, and risk teams can see exactly what happened — no engineer required.
Because covered workflows run as fixed rules, not a fresh guess each time, Runtime follows your policy consistently — blocking unsafe actions and escalating fraud and abuse by design, not by best effort. No off-days, no drift.
No per-action AI fees on the work it has learned. In a product-search test, running the same job through a general model cost roughly $2,000 a day at scale; Runtime’s learned path cost about $0. Your team stops repeating itself and handles only the real exceptions.
Step through an escalation and compare Runtime with a typical AI assistant, side by side. An illustrative example of the difference.
Support is the natural place to begin — it’s where the same requests repeat all day: where’s my order, can I cancel, can I return this, is this eligible. Runtime learns those first, proves itself, then takes on order exceptions, promotion execution, and other bounded-authority work at the pace you set.
Plug in your tickets, policies, catalog, orders, and fulfillment. Nothing changes for your customers yet.
Runtime runs quietly alongside your team and shows you, request by request, exactly what it would do — and where it would stop and ask.
Turn it on for the workflows it has earned, at the level of control you choose. It handles the routine; your team handles the exceptions it escalates.
Built by a team that has done this in production. We’ve run commerce and customer-service AI across retail infrastructure, enterprise customer service, a top-five CPG company, and outsourced ecommerce support. The lesson behind Runtime is simple: AI only pays off when it turns into action you can rely on, audit, and undo.