Product
Before anyone on your team opens a case, Cura has read the thread, the internal notes, the linked tickets and every past case on the same question. What it hands over is a reply ready for the customer, with the evidence attached.
How it works
Every case goes through eight stages. The first six are research, the slow part by hand and where things get missed. Only the seventh writes anything, and the eighth is a person.
An anonymised case from a live pilot. Nothing was sent on it without a reviewer.
The handover
Written in your voice against the thread and the internal notes, and addressed to whoever actually owes the next message. Not a template with blanks.
Past cases on the same question, each scored on how closely it matches and cited by case number.
Every claim is marked high or medium confidence and traced to the case, ticket or page it came from, along with what the agent chose not to say. A reviewer can check it in minutes instead of redoing it in hours.
Auto-reply
Review is the default on every package. Auto-reply is opt-in, switched on per queue, and only fires when every rule you set is met. You decide where the bar sits.
A STRONG match on record: same symptom, same cause, a confirmed fix. Medium and weak never qualify.
High confidence on every claim. A single medium-confidence statement sends it to a person.
No strategic, sensitive or escalated account flag, and no open complaint on the relationship.
Only case types you've allow-listed, usually known issues, how-to questions and access requests with a settled answer.
Auto-replied cases are logged with the rules they met and the precedent they cited, and you can sample or roll them back like any other reply. Available from the Team package.
Every statement names the case, ticket or page it came from, and every draft states its confidence and its gaps. That's what lets a specialist check the work rather than repeat it, and it's why the review step is a feature, not a limitation.
See what it saved a real queueGuardrails
Sources
Searchable by the full correspondence, not just subject lines.
Confluence, runbooks, known-issue pages and your knowledge base articles, kept in sync as they change.
Jira defects, their states and fix versions.
A playbook of confirmed case patterns and a log of every mistake it has made.
The index is a cache, never the source of truth. Every candidate is re-read live before it goes into a draft.
Start with a live demo on our sandbox, then we'll talk about your cases.
Book a demoLive on our sandbox. Nothing to prepare, no access to your systems.