DevRev

“Everything you need is in the ticket.” Famous last words. The history is elsewhere. The last decision is buried in a thread. The detail that makes it all make sense is hiding in a doc. Computer, by DevRev helps connect the context behind the request, so you can figure out what happened before making your next move. Happy Halloween 🎃

You call about yesterday’s failed delivery. The voice agent apologizes beautifully, asks for details the company already has, then transfers you to someone who asks you to start over. That’s a lot of talking for someone who just wanted to know where their order went and it gets annoying fast. No kidding. By then, you’re doing the remembering for the machine. @nejjynejjy , our Voice AI Lead, puts the responsibility where it belongs in her new article for Engage Customer. “The person should not have to become better at talking to the machine. The machine should become better at understanding the person.” Read Jen’s full piece to know more: bit.ly/4iI0HMZ

At DevRev’s leadership retreat, Patrick Duffy, our Head of Creative, presented “Work softer,” the line behind his first brand campaign. It was meant to make people stop and look twice. The first question felt like a win. Then came another. And another. Soon, the room was asking whether “Work softer” needed one definition or could mean something different to everyone. Pat had their attention. But could he bring the room along with the idea? Watch the full episode now: dvrv.ai/48kbHKt

Could you tell Codex what to test instead of writing another fine-tuning script? Ritesh Goru and @ahmedmbashir are exploring that with Baseten models on DevRev Live. We’ll look at the experiment and what a researcher still needs to check. Oct 29, 8:30 PM IST. Join us here on X!

The issue says “fix it.” The repo has questions. Tomorrow on DevRev Live, Ahmed Bashir, Piyush Malu, and Abhinav Manchanda show how we bring customer context into Computer’s coding workflow, from issue to reviewable code, and where a developer steps in. Join us here on X!

Episode 5 of The Computer Program, Season 2 is out! One of the key features planned for Computer’s desktop launch, Multiplayer, had been taken out of scope. It was meant to let teammates continue a Computer conversation where someone else left off, but a blocker and a tight deadline stood in the way. Hours after agreeing on how the experience should work, the team ran into that very gap themselves. They started tackling the blocker, got the go-ahead, and brought Multiplayer back into scope. The deadline hadn’t moved. Could they pull it off? Watch the full episode to know more: bit.ly/4yuJkUJ

An escalation closes, but the work behind the resolution rarely makes it into the ticket. It lives across old conversations, in the memory of someone who remembers the workaround, or in a product change from months ago that finally explains the customer’s issue. Phil Verghis, Founder of the Verghis Group and Advisor at DevRev, calls this the “second job” – the work your best people do just to get their actual job done. When problems cross vendors, that job often falls on the customer. It’s 2 AM, their systems are down, and every vendor’s dashboard is green. AI can connect the old case, the Slack thread, and the engineering change. But the call nobody documented? The workaround only one colleague knows still holds? So how do we make that knowledge available when it matters most? Phil Verghis explores the challenge and what it takes to solve it in the full article: bit.ly/4Bh1LPe

Your AI misses a customer affected by a bug. Would a better model catch it, or did the system never connect the bug to that customer’s account? Our Co-founder and CEO @dheeraj shares what we learned testing that question in this CIO article: dvrv.ai/3TAKSy8

Need a status, comparison, or trend? You shouldn’t have to dig through a long AI answer. Later today on DevRev Live, Technical Engineer Shivam Kumar and Product Designer Kavinas Sundaramurthy discuss how they’re designing GenUI in Computer. See you here when Shivam and Kavinas go live.

“Work softer.” Sounds good. But are we really going to say that? Even inside DevRev, it took a little getting used to. What does it mean? Is it too soft? What happened to working hard? In S2E4 of The Computer Program, the team shares those first reactions... and how a few days with the idea helped them see where it could go. Catch the full story in S2E4: dvrv.ai/4zlHC8I What was your first reaction to “Work softer”?