Hear every conversation, and grade it.
A Fibric operator senses the queue and the call, reasons about intent and quality, and acts to resolve, route, and score, with a receipt on every step. Governed, on your real conversations.
The queue, the call, and the thread, as one signal.
Connectors pull tickets from your help desk, Kustomer or Zendesk through the same capability, plus voice from Amazon Connect and the live state of the queue, into one canonical event the operator can reason over. Swapping a help-desk vendor is config, not a rewrite, because capability points to a connector through indirection. Every connector is MCP, so the operator never hardcodes one. A chat that started in email and finished on a call is still one conversation, not three disconnected records nobody is watching.
Triage, summarize, and score, on real conversations.
The base model proposes a plan against your data. It never invents a verdict.
What the customer needs
It reads each new contact for intent and urgency, deflects the answerable ones to a known reply, and flags the rest for a person, in plain language you can check.
The long thread, in a glance
It condenses a sprawling ticket or a recorded call into what happened, what was promised, and what is still open, so the next agent picks it up without rereading everything.
Graded against your rubric
It scores a conversation category by category against the rubric you define, on the real transcript, and shows the line that earned each mark instead of a number with no reason behind it.
Resolve, route, and write the score.
The model proposes the action and a deterministic executor disposes it, single-flight per conversation and idempotent, so a retry can never double-send.
It drafts the reply and closes the ticket, routes or escalates the ones a human should own, and writes a QA score with the supporting evidence attached. Trust fails closed, not open, so a low-confidence action waits for a person. Every step is attributable and reversible, with a receipt you can read back later.
Point an operator at your conversations.
Governed QA scoring that grades real conversations against your rubric and shows its receipts. Connect one system and see it in an afternoon.