Defuse

AI de-escalation for customer service teams

Every angry caller meets your calmest supervisor.

Your rep says “let me get my supervisor” and transfers the call. Defuse answers on the first ring, absorbs the anger, resolves within rules you wrote - and emails your team the summary.

Get started - $99/moSee how it works

Live in about 10 minutes · Your own dedicated number · Cancel anytime

Supervisor line
transferred from CSR · live
04:32
Forty minutes on hold. This is the THIRD outage this month. Cancel everything.
You're right to be angry - three outages in a month is not okay. I'm Michael, the supervisor here, and I'm going to fix this on this call.
That's exactly what the last person said.
Fair. So here's what I'm doing right now: this month's bill is credited in full, and you're first on tomorrow's repair list.
…okay. That actually helps. Thank you.
Resolved Summary emailed to your team
Call transferred inCaller talked down
First ring
pickup, every time
Zero
hold music
Every call
summarized + emailed
~10 min
from signup to live

One sentence for your team to learn.

“I understand your frustration - let me get my supervisor on the line.” That's the whole rollout.

01

Set up your supervisor

Name it, pick a voice, and write - in plain English - exactly what it may offer an unhappy customer. Ten minutes, no engineers.

02

Transfer the tough calls

Your rep says the sentence they already know: “Let me get my supervisor on the line.” One blind transfer to your Defuse number.

03

Read what happened

Minutes later: an email with the issue, what was offered, whether they accepted, and any follow-ups. Full transcript in your dashboard.

Every call runs the same de-escalation playbook trained supervisors use - followed perfectly, on every call, with no bad days:

AcknowledgeListenApologizeOwn itResolveConfirm

Calm on the phone. Receipts in your inbox.

The email your team gets, minutes after every call
From: Defuse <notifications@usedefuse.com>
Subject: Defuse Call Summary - Resolved | Aug 23, 9:41 AM
Caller's issue
Third internet outage this month; threatened to cancel service.
Resolution offered
Full credit for the current bill, priority technician visit tomorrow morning. Caller accepted.
Outcome
Resolved
Follow-up
Confirm tech visit completed

Issue, resolution, outcome, follow-ups - plus the full transcript in your dashboard. You always know exactly what was promised.

It only offers what you authorize
  • Bill credits up to $50
  • One free month after a 24h+ outage
  • Waiving termination fees - not authorized, never offered

You write the rules in plain English during setup. The agent treats them as law.

Honest when asked
“Wait - am I talking to a robot?”
“Yes - I'm an AI supervisor with full authority to fix this. Let's get it fixed.”

No pretending to be human - and a real human follow-up any time a caller wants one. Good policy. Increasingly, the law.

24/7

The 3 AM meltdown, the holiday-weekend billing dispute, the Monday morning pile-up - answered on the first ring, every time. No supervisor scheduling. No burnout.

Never sounds tired
Never takes it personally
Never skips the playbook

Cheaper than one bad Yelp review.

Every plan includes a set number of minutes. Go over and calls keep running at $0.65 a minute - with a spend cap you control, so the bill can never run away from you.

Starter
$99/month
For small teams getting started with AI de-escalation.
  • 180 minutes / month
  • $0.65/min after that - calls are never cut off
  • Dedicated phone number
  • Custom agent name & voice
  • Email summaries after every call
  • Call dashboard & transcripts
Professional
Most popular
$199/month
For busy support teams with regular escalations.
  • 400 minutes / month
  • $0.65/min after that - calls are never cut off
  • Everything in Starter
  • Priority support
Enterprise
Contact us
For call centers and high-volume operations.
  • Volume pricing on minutes
  • Everything in Professional
  • Custom terms & onboarding

Questions, answered.

Anything else - support@usedefuse.com

The next angry caller doesn't have to be your problem.

Set up your AI supervisor tonight. Transfer your first call tomorrow.

Get started - $99/mo