Unicorn AI startup DevRev introduced a new conversational AI solution to its Support App that it claims can automatically resolve 85% of customer support tickets, freeing up human agents to focus on complex, high-impact issues. The company says its AI-powered support solution is already delivering up to 50% reductions in total support costs.
DevRev has supported customer support teams since its earliest days, but the company says that enhancements to the system are powered by two core patent-pending technologies: its proprietary Knowledge Graph which serves as a centralized hub, ingesting both structured and unstructured data from across the business, and Airdrop, DevRev’s bidirectional sync engine, which ensures continuous integration across platforms, including Salesforce, GitHub, Jira, and Zendesk. Enterprises have millions of data points spread across different departments and products, and just like how it creates silos between teams, it creates silos for AI. The structure of DevRev’s platform gives the AI visibility into product, engineering, and operations data, enabling it to respond with precision, not guesswork.
“AI in customer support has previously been an afterthought, awkwardly layered over broken processes and siloed data. In the process of building Knowledge Graph and Airdrop to capture enterprise data in one place, we unlocked conversational AI, and there’s no place that is having a bigger impact than with support teams,” said Michael Machado, Corporate VP of Product at DevRev.
Rather than relying on rigid decision trees or scripted flows, DevRev’s AI can interpret intent, reason through edge cases, and adapt in real time. It interacts through a conversational interface that feels more like messaging with a teammate than interacting with a bot. Customers get personalized answers derived from live data, including past tickets, user sessions, and documentation, without needing to repeat themselves.
Behind the scenes, the system detects sentiment, flags urgent issues, records interactions, and generates summaries for human follow-up when needed. It can even spotlight recurring problems, helping product teams identify bugs or usability gaps earlier.
The result? Support agents become four times more productive, and companies see a significant drop in both response times and operating costs. DevRev says the reduction in tedious work like resolving tickets can free up support teams to upskill and focus on higher-value work, live solving for the problems that lead to support tickets in the first place.
The rollout is already seeing traction. Over 75 companies like Velocity Global, Bolt, Uniphore, Shipsy, and 100ms are using DevRev Support to transform customer service into a proactive, data-driven function.
- Bolt migrated over 200,000 support tickets and 800 knowledge base articles without disrupting service. Now, Bolt is seeing 40% faster ticket resolution, a 35% faster product delivery cycle and a 25% increase in customer retention rates.
- Velocity Global brought over 900,000 tickets and 600 macros from Zendesk using DevRev’s Airdrop feature. Rev by migrating 600 macros from Zendesk and over 900,000 tickets using the Airdrop feature. Within six months of migrating to DevRev, Velocity Global improved their already industry-leading customer experience metrics like median resolution time by 45% and median response time by 80%
The product is available now. Learn more at devrev.ai.
