Outcome
You buy the result, not the tool
Priced against the hours removed. Measured on your data before launch. If the worker doesn't do the agreed job, you don't pay to run it.
Faster than your competitors.
AI workers run your back office and resolve your customer support, inside the tools you already use. Your team keeps only what needs judgement.
- Pilot on 100 of your real items
- Fixed price, paid on outcome
- Live in days
Activity
thinking
knowledge graph
tool calls
human asked
actions
Open in your system ↗
Runs inside the tools you already use
In numbers
A worker. Not a chatbot.
88 %no-touch rate by month 6
98 %of the work automated
30 daysto production
M18 figures, 2026. Measured on our clients’ files, low-confidence items routed to a person.
Compliance
- GDPR
- DPA & NDA first
- EU or US hosting
- Full audit log
- Human in the loop
- No training on your data
- SOC 2 ready
Customer support
No more L1. No more L2.
An AI agent resolves your routine tickets end to end, by chat and email, day and night. Your team only sees the cases that need a human, with the investigation already done.
TodayWith M18
L1Where is my order, how do I, reset my accessYour agentsResolved by the AI agent
L2Refunds, changes, cancellations, billing issuesYour agentsResolved by the AI agent, in your tools
L3Disputes, exceptions, high-value customersYour expertsYour experts, case already investigated
J. Carter · web chat · 9:41 pm
“My order never arrived, I want a refund”
- Customer verifiedemail + order #48213
- Order and tracking readShopify · UPS, lost in transit
- Policy checkedrefund allowed, under $150
- Refund issuedStripe · $84.00
- Customer answered, ticket closedZendesk · solved
38 s · 0 agents · 1 resolution billed
01
Resolution, not deflection
We count tickets closed with the problem solved, not conversations pushed to an FAQ.
02
It acts, it doesn’t just reply
Refunds, order changes, cancellations, access, inside your shop, billing and CRM. Within the limits you set.
03
Hands over with the work done
L3 cases reach your team with the customer verified, the history read and an answer drafted.
04
Replayed before launch
We run it on 1,000 of your past tickets. You get the resolution rate in writing before go-live.
- Channels
- Chat · Email · Contact forms
- Helpdesks
- Zendesk · Intercom · Freshdesk · Gorgias · HubSpot · Salesforce
Billed per resolved ticket. Handed to your team? Not billed.Replay my tickets
The foundation for your autonomous workforce
A workflow goes in. A worker comes out. It runs in your systems, and we operate it for you.
Integration
Inside your tools, not next to them
Email, ERP, CRM, portals, spreadsheets. The worker logs in where your team logs in. No migration, no new dashboard to check.
Operation
We run it, every day
Monitoring, edge cases, model upgrades, improvements. Your team receives the output. Nothing to babysit.
What comes in, what your team gets back
The files as they arrive, and the screens that show the work and the trail.
Agreement with team96%
Sent to review3
Disagreements1
acceptance criterion for build: ≥ 95 % · signed
threshold0.82
0.001.00
auto · done87no human touch
review · Jordan13reasoning attached
people on the workflow8 → 2
hours / month1,280 → 320
cost / month$83,200 → $20,800
gain / month+$62,400
Diagnosis · 60 seconds
Is your workflow a fit? What is it costing you?
Three answers. You get a verdict, a yearly figure and what it replaces. Conservative by design.
The pilot
Try it on your data before you buy
No demo on made-up data. The worker runs on 100 of your real items next to your team, and you get the agreement rate in writing.
- 01
Send 100 real items
Emails, PDFs, portal exports — anonymised if you prefer. Under NDA and DPA, signed first.
- 02
One week, side by side
The worker processes them; your team does the same. We compare every decision, not a sample.
- 03
The number becomes the contract
You get the accuracy report. It becomes the acceptance criterion of the build — if the worker doesn't reach it, you don't pay to run it.
Start a pilot
Fixed price · credited to the build · one week
Modelled scenarios
Workflows that pay for themselves
Public bids · Construction, 240 employees
Screening every bid the company could go after
- Before
- 8 people reading SAM.gov and state portals daily
- After
- 2 people reviewing pre-qualified matches
- Gain
- $520k/year · 3× more bids covered
Vendor invoices · Distribution, 90 employees
Matching invoices to POs and receipts
- Before
- 3 AP clerks, 2,000 invoices a month, 5-day backlog
- After
- 1 clerk handling exceptions, same day
- Gain
- $150k/year · closes in 1 day instead of 5
Inbound leads · B2B services, 35 employees
Qualifying and answering inbound requests
- Before
- 2 sales reps triaging 60 emails a day, 9h average reply
- After
- 0 reps triaging, qualified leads in the CRM in 4 minutes
- Gain
- $120k/year · 2 reps back on selling
Claims intake · Insurance agency, 60 employees
Opening and completing claim files
- Before
- 4 handlers re-keying emails and PDFs into the system
- After
- Files opened, completed and routed before the handler arrives
- Gain
- $230k/year · 2-day faster settlement
Bookkeeping · CPA firm, 25 employees
Collecting and coding client receipts
- Before
- 3 juniors chasing documents and coding 6,000 lines a month
- After
- 1 junior reviewing exceptions, clients chased automatically
- Gain
- $140k/year · 40% more clients per accountant
Modelled with the estimator's assumptions, not client testimonials. Your own numbers are above.
Industries
Built for the work that costs the most
Where a few people spend their days reading, re-keying and chasing. That's where a worker pays for itself fastest.
Construction & contractors
Bid screening, spec reading, subcontractor document chasing.
Distribution & logistics
Invoice matching, order entry from emails, delivery disputes.
Insurance agencies & brokers
Claims intake, policy document completion, client follow-ups.
CPA & law firms
Receipt collection, coding, KYC, contract extraction.
Real estate & property management
Lease data extraction, tenant requests, vendor quotes.
E-commerce, SaaS & services
L1 and L2 customer support, refunds and order changes, inbound qualification.
Safe from day one
Control and auditability aren't add-ons. Every worker ships with them.
US or EU hosted
NDA & DPA first
Full audit log
Human in the loop
No training on your data
You keep the code
Confidence threshold you set
Replayable decisions
Cancel any month
SOC 2 / GDPR ready
Meet the workers
Any workflow. One worker built for it.
We build the worker around your workflow, whatever it is. The ones below are already designed — yours gets its own job description, its own reporting line and a track record you measure before you commit.
alias Nora · The file keeper
Loan file processing
- Opens the file at application, builds the checklist for the loan type
- Reads pay stubs, statements and IDs, checks them against the application
- Chases the borrower, employer and third parties for what is missing
- Hands underwriting a complete file with the conditions listed
Reports in LOS · email
4 → 1 processorsreplaces
$190k / yrtypical gain
Any workflow
Your workflow
A new worker, built around it
- You show us the task: who does it, in which tools, how often
- We design the worker and plug it into your systems
- One-week pilot on 100 of your real items, accuracy in writing
- Live in days — then we run it, monitor it and improve it
Fixed pricequoted on the first call
Daysfrom pilot to production
alias Vera · The resolver
Customer support L1 / L2
- Answers every chat and email ticket, day and night, in the customer’s language
- Verifies the customer, reads the order, account or contract
- Resolves within your policies: refunds, changes, cancellations, access
- Hands L3 cases to your team with the investigation done
Reports in Zendesk · Intercom · Freshdesk
L1 + L2 → 0replaces
$300k / yrtypical gain
alias Argus · The watcher
Bid & RFP screening
- Reads SAM.gov, state and city portals every morning
- Matches notices to your trades, NAICS and territory
- Checks deadlines, set-asides, budget, incumbents
- Scores and briefs the go / no-go in one page
Reports in Slack · Teams · email
8 → 2 peoplereplaces
$520k / yrtypical gain
alias Pascal · The matcher
Invoice match
- Reads vendor invoices from the AP inbox
- Three-way match vs. POs and receipts in your ERP
- Flags variances, duplicates, bank-detail changes
- Posts approved bills, routes exceptions to a person
Reports in ERP · AP inbox
3 → 1 clerksreplaces
$150k / yrtypical gain
alias Iris · The first responder
Inbound leads
- Reads every inbound request within minutes
- Enriches the company, scores fit against your ICP
- Drafts the reply with the right clarifying questions
- Creates contact + deal in the CRM, assigns the rep
Reports in CRM · Slack
2 → 0 repsreplaces
$120k / yrtypical gain
alias Themis · The case handler
Claims intake
- Opens the file from the first email and attachments
- Finds the policy, checks the coverage rules
- Requests missing documents from the insured
- Sets the reserve, assigns the adjuster
Reports in Agency system · email
4 → 1 handlersreplaces
$230k / yrtypical gain
alias Luca · The closer
Month-end books
- Matches bank feeds, applies and learns coding rules
- Chases missing receipts through the client portal
- Reconciles sales tax, payroll, fixed assets
- Hands the reviewer a short exception list
Reports in QuickBooks · client portal
3 → 1 juniorsreplaces
$140k / yrtypical gain
Pricing
Priced against the gain
01
Pilot
100 real items, accuracy report, one week. Fixed, credited to the build.
02
Build
Design, integration, testing on your data. One-time, fixed, paid upfront. Delivered within days.
03
Run
Hosting, monitoring, fixes, improvements. Monthly, a fraction of the gain. Cancel any month, keep the code.
+
Customer support: per resolution
The run is billed per ticket resolved end to end. A ticket handed to your team is not billed.
FAQ
Straight answers
What kind of workflows work best?
Anything repetitive that lives in emails, documents, portals and spreadsheets: monitoring, extraction, matching, classification, L1 and L2 customer support, data entry between two systems. If a trained person can do it with rules and judgement, a worker usually can.
Do we need to change our tools?
No. We connect to what you already use. If it has a login, we can work with it.
What if it makes a mistake?
It will, occasionally, like a person does. Every low-confidence item is routed to your team before anything leaves, every action is logged, and the accuracy is measured on your data before launch. You set the threshold.
What if it doesn't work?
The pilot shows you the accuracy before you buy the build. If the delivered worker fails the acceptance criterion agreed after the pilot, you don't pay the run fee.
Do you work in the US and in Europe?
Yes. Workers are hosted in the region you choose (US-East or EU-West), contracts and invoices are in USD or EUR, and we work in English and French.
What is an AI worker?
An AI worker is a software agent assigned to one workflow, with its own logins to your systems. It reads the inputs (emails, PDFs, portals), decides according to your rules, acts in your tools and reports to your team. Unlike a chatbot it does not wait for a prompt; unlike a script it handles judgement, and it escalates to a person whenever its confidence is below the threshold you set.
How much does an AI worker cost?
Three lines: a fixed-price pilot (one week, credited to the build), a one-time fixed build paid upfront, and a monthly run fee sized as a fraction of the salary cost removed. The figures are quoted on the first call, once we know the workflow. There is no per-seat pricing and no long-term commitment on the run fee.
How is M18 different from Zapier, Make or RPA?
Those tools execute a script that you design and maintain, and they stop at the first unexpected input. An M18 worker reads unstructured inputs, applies judgement within a confidence threshold, and is operated by M18 — monitoring, fixes and improvements are included in the run fee.
Can it really replace our L1 and L2 support?
That is what it is built for. The agent resolves routine tier-1 and tier-2 tickets end to end: it answers, verifies the customer, checks your policy and acts in your tools (refund, change, cancellation, access). What needs judgement, authority or empathy goes to your team with the investigation done. Before launch we replay it on 1,000 of your past tickets, so you see the resolution rate in writing.
Which helpdesks and channels does it work with?
Zendesk, Intercom, Freshdesk, Gorgias, HubSpot and Salesforce Service Cloud, plus your shop, billing and back-office tools (Shopify, Stripe, your CRM or ERP). It answers by chat, email and contact forms. Phone calls stay with your team.
How is customer support billed?
Like any worker: a pilot, then a fixed build. Then the run is billed per resolved ticket, meaning a ticket closed with the customer’s problem solved. A ticket handed to your team is not billed. The price is quoted on the first call, from your volume.
Where does M18 operate?
M18 is based in Paris and works with companies in France and the United States, in French and English. Workers are hosted in EU-West or US-East, in the region you choose.
Tell us the workflow.
One call · a pilot on your data · a fixed price · live in days