Cura reads the whole case before a person does — the thread, the internal notes, the linked tickets, and every prior case on the same question — then hands over a customer-ready reply with its evidence attached.
Eight stages on every case. The first six are retrieval — the part that is slow 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.
Full text written against the thread and the internal notes, addressed to whoever actually owes the next message — not a template with blanks in it.
Prior cases on the same question, each scored on how closely it matches and cited by case number.
Every claim marked high or medium confidence and traced to the case, ticket or page it came from — plus what the agent deliberately did not say, so a reviewer can check it in minutes instead of redoing it in hours.
Review is the default on every plan. Auto-reply is opt-in, switched on per queue, and only fires when every criterion you set is met — you decide where the bar sits.
A STRONG match on record — same symptom, same cause, a fix that was confirmed. Medium and weak never qualify.
High confidence on every claim in the draft. One medium-confidence assertion sends it to a person.
No strategic, sensitive or escalated account flag, and no open complaint on the relationship.
Case types you have allow-listed — typically known issues, how-to questions and access requests with a settled answer.
Auto-replied cases are logged with the criteria they met and the precedent they cited, and can be sampled or rolled back like any other reply. Available from the Team plan.
Every assertion names the case number, ticket or page it came from. Every draft states its confidence and its gaps. That is what lets a specialist check the work rather than repeat it — and it is why the review gate is a feature, not a limitation.
See what that saved a real queueIndexed and searchable by full correspondence, not just subject lines.
Confluence, runbooks and known-issue pages, kept in sync as they change.
Jira defects, states and fix versions behind the case.
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 reaches a draft.