Consistently great customer service. Across every conversation.
Revelir grades every conversation your team handles, against the QA scorecard you already use.
Live in production at enterprises like
Revelir grades every conversation your team handles, against the QA scorecard you already use.
Live in production at enterprises like
Score
40 / 100
Status
✦ Assessed by AIConversation
Customer · 9:42 AM
I was just charged for $55.99 for a subscription I cancelled last month! This is outrageous. I want this fixed immediately.
Adam · 9:44 AM
Welcome to Revelir! I'm Adam, happy to help you today. I understand you're upset about an incorrect charge of $55.99 for a subscription you believe was cancelled. I can definitely look into this for you.
Customer · 9:45 AM
Yes, that's right. I cancelled it weeks ago. You guys are thieves!
Adam · 9:47 AM
I can see how frustrating that must be, Zoey. To help me investigate this specific charge, could you please provide the transaction ID or reference number for the $55.99 payment?
Customer · 9:48 AM
Why should I have to do your job for you? Just find it! It's REF-789012.
Adam · 9:50 AM
Thank you for providing the reference number, REF-789012. It looks like this charge is related to a recurring service that, according to our system, was not fully cancelled before the billing cycle. I need to raise a ticket to our L2 support team to review the cancellation request details and see if we can process a refund.
Customer · 9:52 AM
L2 support? What is that? This is unacceptable. I already told you I cancelled it. Just give me my money back!
QA scorecard · 10 metrics
Open any failed metric to see the evidence behind it.
Why this failed
opened without using the customer's name
"Welcome to Revelir! I'm Adam, happy to help you today. I understand you're upset about an incorrect charge of $55.99 for a subscription you believe was cancelled."
Checked against Contact Handling SOP v2 · Your QA lead can override this grade
Why this failed
escalated without saying what L2 support is
"I need to raise a ticket to our L2 support team to review the cancellation request details and see if we can process a refund."
the customer did not understand the next step
"L2 support? What is that? This is unacceptable."
Checked against Disputes & Chargebacks SOP v4 · Your QA lead can override this grade
Why this failed
stated a policy that does not apply
"It looks like this charge is related to a recurring service that, according to our system, was not fully cancelled before the billing cycle."
Checked against Recurring Billing SOP v2 · Your QA lead can override this grade
Why this failed
solution offered before the cause was established
"I understand you're upset about an incorrect charge of $55.99 for a subscription you believe was cancelled. I can definitely look into this for you."
Checked against Billing Dispute Handling SOP v3 · Your QA lead can override this grade
The problem
Adam and Hannah were given the same refund policy. On your dashboard Adam looks like the better agent: he was faster, and nobody complained.
2 to 5%
of conversations get reviewed by a human.
Adam's ticket was one of the grey squares. Nobody reviewed it, and nobody knew until the customer disputed the charge.
How it works
Your scorecard and your SOPs are configured once, by us. After that this runs on every conversation your team handles.
every conversation, every day
It reaches Revelir from your helpdesk. Nobody picks it or queues it.
It pulls the SOPs that govern that conversation, then grades every metric on your scorecard.
The score arrives with the reasoning, the quote it came from, and the document it was checked against.
Scores roll up by agent and team, so you can see whether the fix held.
AI Coach for Every Agent
With 30 agents and tens of thousands of tickets a month, no team lead can give that feedback daily. Every agent gets their own coach, built from their own graded conversations.
Policy accuracy
Yesterday you told a customer their booking wasn't refundable. The policy said it was.
what should I do instead?
Check the refund policy here before you answer.
For today, make sure you provide the policy reference to the customer.
We've manually reviewed tickets for years. Revelir is the first product that has made AI ticket review at scale actually usable.
The team is incredibly responsive. Feedback turns into shipped features fast, it genuinely feels like we're building the product together.
Who this is for
No. Revelir is configured against the scorecard your team already uses, metric by metric, with your own definitions. Our team does that configuration for you.
Your QA lead sees the reasoning, the quote it came from, and the document it was checked against, then overrides the grade. Those overrides are how we calibrate, so disagreement is the useful part.
Around 90% agreement with human QA assessments today. You see the agreement rate on your own conversations during the pilot, before committing to anything.
Helpdesk QA tools give your analysts a form to fill in, so coverage is still limited by how many tickets a person can read. Revelir does the grading itself, on all of them, and checks answers against your own policy documents.
We integrate through the APIs of all major helpdesks, Zendesk and Salesforce included. If your team runs on something else, tell us on the call and we will confirm it before any pilot starts.
A pilot on your own tickets runs in days. Most of that time is us reading your documents and calibrating against your graders.
Data is processed in our cloud environment and is never used to train third-party models. Full sub-processor list and security documentation available on request.
Thirty minutes to walk through how your team grades conversations today. Then we grade a set of your own, and show you where Revelir agreed with your QA team and where it did not.
