ResponseCX

What is ResponseCX?

ResponseCX by StateSet is an autonomous customer-experience and commerce-operations platform for direct-to-consumer brands. Unlike a read-only chatbot that only answers or routes a request, its agents have controlled write access to connected systems so they can cancel an eligible order, process a return, issue a refund, update a subscription, and close the ticket.

Each action is governed by the brand's policies, recorded in an audit log, and attributed to a verified state change. When confidence is too low or a policy requires judgment, the agent escalates to a person with the conversation and operational context. Supported channels include email, chat, social, and voice, with commerce and support connectors such as Shopify, Recharge, Gorgias, and Stripe.

How to Use ResponseCX

1. Select a repeatable support workflow with clear eligibility, limits, exceptions, and required approvals.
2. Map the SOP, escalation rules, refund authority, return conditions, and systems that hold customer and order data.
3. Connect only the required commerce, subscription, support, logistics, and payment systems with least-privilege access.
4. Configure brand voice, policy thresholds, allowed write actions, QA checks, and mandatory human handoff.
5. Test shipped orders, partial refunds, fraud signals, subscription edge cases, integration outages, and ambiguous requests.
6. Launch on limited channels and ticket types, then audit state changes against source records.
7. Reconcile refunds and cancellations, monitor complaints and reversals, and expand only after approved accuracy and control targets.

Core Features

• Write-access agents: Executes approved changes instead of only suggesting steps.
• Commerce resolutions: Handles order cancellation, returns, refunds, exchanges, and subscription updates.
• Policy engine: Applies brand rules and thresholds before changing a connected system.
• Audit trail: Records the request, policy checks, API actions, and final state change.
• Human escalation: Transfers low-confidence or judgment-sensitive cases with full context.
• Omnichannel support: Operates across email, chat, social, and voice.
• Commerce integrations: Connects major storefront, subscription, support, payment, and returns tools.
• Outcome measurement: Treats a verified end-to-end ticket closure as the billable result.

Use Cases

• Cancel an unshipped order and return payment to the original method.
• Generate a return label and authorize a refund under the approved policy.
• Pause, skip, or update a subscription in a connected billing system.
• Resolve repetitive order-status, replacement, and exchange requests.
• Escalate fraud, exceptional refunds, or uncertain policy cases to a person.
• Replace manual handoffs across customer support and commerce operations.

Pricing

The self-serve Starter offer currently lists no platform fee and $2.50 per AI-resolved outcome. Published commercial plans start at a $5,000 monthly base plus $2 per outcome; one- and two-year commitments list lower base and outcome rates. Human escalations, abandoned sessions, and incorrect resolutions are listed as uncharged. Confirm the applicable offer and outcome definition before purchase.

Frequently Asked Questions

What counts as a resolved outcome?

A ticket must close end to end with a verified state change, such as an issued refund, processed cancellation, or updated subscription, attributable to ResponseCX and recorded against policy.

Can the agent approve every refund automatically?

No. Brands should enforce refund limits, fraud checks, policy exceptions, separation of duties, and mandatory human review for higher-risk cases.

Does an audit log guarantee the action was correct?

No. Teams must reconcile actions with commerce and payment records, sample completed tickets, review customer disputes, and monitor connector or policy failures.