The queue that never
emptied.
2022
The Breaking Point
Managing 14,000 repetitive SaaS tickets monthly across 18 human agents.
Late 2022
The Deflection Trap
Chatbots and fragile regex rules failed to resolve 91% of backend requests.
Early 2023
First Prototype
Built an autonomous worker connecting Stripe, Postgres, and Zendesk via API.
2023 - Now
Synthire Deployed
Over 200 global teams resolving high-intent requests in under 2 seconds.
In 2022, our founding team was running support operations for a mid-size SaaS company. Every day, the same tickets arrived: refund requests, password resets, plan changes, billing questions. Every day, trained support agents spent hours on work that followed the exact same script.
We tried chatbots. They deflected tickets but couldn't resolve them. We tried automation rules. They broke every time something changed. We tried outsourcing. The quality dropped and the cost stayed the same.
ATTEMPT 1
Chatbots
Deflected tickets into knowledge links, but never completed the transaction.
ATTEMPT 2
Automation Rules
Fragile if/else regex that broke every time an API or schema shifted.
ATTEMPT 3
Outsourcing
Quality and CSAT plummeted while billing overhead remained identical.
THE REALIZATION
“What we actually needed was something that could read a ticket, understand what the customer wanted, connect to our systems, and do the thing. Not suggest the thing. Not route the thing to someone else. Do it.”
That tool didn't exist. So in 2023, we built Synthire.
