Design and AI have to come together as we look forward to the future. You can’t bolt on to legacy providers and expect anything to be different.
Effortless 2024, designed to bring together DevRev’s community and introduce its latest advancements, aligned with the organization’s fourth anniversary. Over the past four years, DevRev has rolled out products designed to integrate directly with customer communications, allowing real-time feedback to flow into product development cycles.
Machado’s address, along with insights from Ahmed Bashir (CVP of Engineering, DevRev), Shilpa Kolhatkar (VP of AI Nations, NVIDIA), and Abhay Parasnis (CEO, Typeface), resonated with the hundreds of partners, investors, and customers gathered, eager to learn how DevRev’s approach to SaaS 2.0 is set to redefine industry standards by bringing together human and artificial intelligence.
DevRev promises a simplified, conversation-driven future where AI empowers every aspect of product and customer engagement, aiming to increase productivity and decision-making power across entire organizations.
The product keynote centered around the discussions on the DevRev platform’s AgentOS conversational AI, which integrates deeply with structured and unstructured enterprise data to provide instant, actionable insights.
Through a series of live demonstrations, Machado, Bashir, Kolhatkar, Parasnis, and other key speakers showcased the SaaS 2.0 experience—one that redefines customer and product team alignment, providing continuous access to personalized, contextual information.
The result? A shift from reactive support to proactive customer experiences, where insights and actions converge to bring transformative value at every touchpoint.
DevRev’s journey and growth
Reflecting on DevRev’s four-year journey, Machado brought the audience back to the origins of the organization’s mission and the challenges it has tackled.
Our goal is to understand how all your data interrelates.
In 2022, DevRev launched its first Generally Available (GA) product, PLuG, a breakthrough tool improving customer communication with just seven lines of code. This innovation marked a turning point, as PLuG enabled product and customer teams to connect directly with users, integrating feedback and customer engagement into DevRev’s evolving ecosystem.
Following this, DevRev prioritized meeting enterprise-grade requirements, partnering with CIOs to address critical compliance, security, and customization needs. “Customization is a key aspect of DevRev,” Machado noted, emphasizing the flexibility offered by DevRev’s API layer tools, like webhooks and the Airdrop migration tool, which streamline data transfers across platforms in seconds.
With a focus on improving support interactions, DevRev launched its omnichannel inbox, creating a conversation-first experience that consolidated communication across platforms. Going beyond L1 and L2 support, DevRev integrated incident management capabilities, allowing L3 and L4 engineering teams to work smoothly with support teams.
This unified approach extended further with the Build app, which offered incident and sprint management, creating a direct line from the customer to product development. The latest Grow app took DevRev’s vision even further, bridging the gap between sales, customer success, product, and engineering teams.
Over the past year, DevRev has continued to innovate with features like proactive customer nudges and broadcasts, empowering CCOs to communicate directly through customer portals. Product teams, too, now benefit from improved insights into customer journeys through session replays and analytics. For CIOs, DevRev offers custom models to deploy genAI-powered experiences, helping them build and architect unique, data-driven solutions for the users.
Customer adoption has been strong, with early partners placing their trust in DevRev’s platform from the start. Supported by pioneering investors like Vinod and Mayfield, DevRev’s community includes global players such as TCS, the first partner to join, and industry leaders like Nvidia and Uniphore.
Being able to coexist with all the existing applications and processes is number one, but then being able to surface this information… the human plus agent thing that Dheeraj was talking about is very much a reality for us. - on DevRev’s integrated approach
AgentOS: The foundation of conversational AI
At the heart of DevRev’s SaaS 2.0 transformation is AgentOS, a conversational AI platform that redefines how teams access and leverage data. Designed as a developer-grade platform for intelligence, AgentOS is, as Machado put it, “not a bloated add-on like AgentForce,” but instead a solution “genuinely about humanizing AI.”
By focusing on delivering conversational intelligence without the excess, AgentOS addresses the critical need for streamlined, purpose-driven AI in enterprise settings.
Three foundational elements
AgentOS is built on three foundational elements—accurate search, hyper-personalized workflows, and fast analytics—that work together to make enterprise data instantly actionable. “Search is fundamental to any AI system’s effectiveness within your organization,” Machado emphasized, explaining that DevRev has developed custom vector databases to enable deep semantic understanding of both structured and unstructured data. This capability allows users to accurately traverse an interconnected knowledge graph, accessing relevant information in real-time and fostering data-driven decision-making.
AgentOS’ conversational search allows users to interact naturally with their data, encouraging discourse over ideas and discovery across departments. By bringing CIOs, CPOs, and CCOs together in one AI-powered space, AgentOS enhances collaborative efficiency and organizational insight.
Bashir highlighted the transformative impact of this unified platform, calling it “a truly modern enterprise search experience” that supports uninterrupted, secure data access across devices, from mobile to desktop.
Conversational search: A new way to discover
DevRev’s conversational search feature redefines enterprise search by leveraging custom vector databases, enabling a deep, semantic understanding of data. Built to support contextual interactions, these databases allow users to traverse DevRev’s knowledge graph accurately, easily connecting structured and unstructured data across platforms. “Only DevRev is thinking about how to enable conversational interactions with your data,” said Machado, explaining how this feature unites a range of data sources, including internal articles, ERP, and CRM systems, to create “a GPT-like experience for all of your internal data.”
Breaking down data silos
This enterprise-grade search tool breaks down traditional data silos, allowing CIOs to consolidate disparate data sources into a single platform. With an unrestricted flow between information types, the conversational search enables precise, cross-departmental knowledge retrieval, transforming how teams collaborate and make decisions.
Secure, compliant access
One of its key strengths lies in integrating existing permissions and authorization policies, bringing source application permissions directly into DevRev. Bashir emphasized that “the platform’s integration with enterprise-grade authorization protocols enables secure conversational experiences across all data,” supporting secure, compliant access for cross-functional teams.
In a live demonstration, Machado showcased the mobile experience, beginning with the feed, which curates calendar events, tasks, and updates to guide the user’s day. Adjacent to this feed, the inbox keeps communication flowing without disruption across teams. He highlighted how DevRev’s search agent proactively answers questions and provides contextual insights, minimizing unnecessary notifications. For example, when a data spike triggered a notification, the search agent offered detailed context and suggested actions. This allowed users to understand customer details, adoption phases, and needs, making informed decisions without needing to navigate multiple systems.
With these capabilities, DevRev’s conversational search transforms information into actionable intelligence, supporting proactive problem-solving. Whether exploring customer usage trends or reviewing support history, users experience a fully integrated, interactive search process.
By bringing CIOs, product leaders, and support teams onto one platform, DevRev’s conversational search becomes a foundational element of the SaaS 2.0 experience, enabling a new level of productivity and collaboration across the organization.
Conversational Incident Management reshaping workflows
DevRev’s conversational incident management redefines how support and engineering teams handle incidents, bringing together workflows with real-time semantic clustering, intelligent alerts, and consistent cross-platform integration.
We are, I would say, the only company that’s offering a way to truly bring your L1 and L2 together with your L3 and L4 engineering staff.
Bashir highlighted DevRev’s unique approach to uniting all support tiers and engineering teams into a cohesive incident response unit. This system transforms fragmented alerts into actionable insights, enabling rapid, coordinated responses and reducing post-incident productivity loss.
Intelligent semantic clustering
At the core of DevRev’s incident management is intelligent semantic clustering, which continuously analyzes and groups alerts in real-time. This clustering enables teams to “upgrade” fragmented information into meaningful incident summaries, ensuring that efforts focus on relevant data. The process also provides a comprehensive, 360-degree view of each incident by identifying patterns and relationships within DevRev’s knowledge graph, connecting alerts, tickets, and personnel.
“One of our challenges is the sheer volume of alerts the system generates. They’re all important, but knowing where to focus first is crucial,” added Typeface CEO Parasnis. By quickly identifying the right people to involve, the system minimizes response delays, saving time and reducing resource strain.
Integration with external systems
Integration with external systems furthers DevRev’s incident management capabilities. Connections with logging platforms like Datadog and code repositories like GitHub bring real-time logs and commits into DevRev, providing enriched historical context and insights. These integrations extend to past incidents and relevant playbooks, empowering teams to resolve current issues more effectively by drawing on past knowledge. The ease of accessing external data ensures a smoother workflow as it provides valuable context without requiring users to switch between applications.
Omnichannel support
The omnichannel support feature takes this approach further by allowing on-call agents to act from DevRev’s mobile app, desktop, or Slack. This multi-channel accessibility equips teams to respond in real-time, with responses backed by deeply integrated, contextual information from DevRev’s knowledge graph.
DevRev’s platform also extends conversational incident management benefits to L1 and L2 teams, who gain critical incident-related insights directly on their mobile devices. Notifications provide ticket details and connections to ongoing incidents, enabling agents to act confidently with relevant data at their fingertips. Suggested response templates further simplify high-pressure communications, allowing agents to respond effectively while maintaining the incident’s continuity.
Finally, DevRev’s platform automates key post-incident tasks, reducing the burden on teams. Root cause analysis and follow-up action items are generated automatically and integrated into the discussion thread, addressing the productivity loss that typically happens post-incident.
Machado explained, “This approach gives teams time back to focus on customer deliverables.” Through intelligent clustering, integrations with critical external systems, and omnichannel support, DevRev’s conversational incident management empowers support and engineering teams to respond with precision and efficiency.
Conversational customer experience
DevRev’s conversational customer experience (CX) redefines how organizations interact with customers, combining proactive insights, comprehensive dashboards, and data-driven sentiment analysis to offer deeply personalized and responsive support. Kolhatkar, VP of AI Nations at NVIDIA, described DevRev’s platform as “an AI factory” that unites search, analytics, and workflows to manufacture intelligence, creating a consistent experience that anticipates customer needs. This proactive approach shifts customer support from reactive problem-solving to predictive, AI-powered engagement.
DevRev’s conversational CX platform empowers teams with proactive insights through notifications derived from customer data, session analytics, and usage patterns, allowing issues to be addressed before they escalate. With a tap, users can access a 360-degree dashboard view of customer health, satisfaction, and engagement, showcasing key metrics in a carousel format.
Integrated with DevRev’s native event tracking, this unified dashboard provides insights into feature adoption and usage trends without the need for costly external systems. Demonstrated live by Machado, it functions, as Kolhatkar described, like “an expert staff member fully equipped with relevant knowledge,” supporting responsive, efficient customer experiences.
The platform’s dashboards, designed for quick navigation, also include click-through details that allow teams to manage tasks independently and monitor critical metrics, such as customer satisfaction scores, SLA responsiveness, and sentiment data. Powered by DevRev’s airdrop technology, these in-platform dashboards centralize essential data, enabling customer teams to track and respond to trends in real-time without relying on external integrations.
DevRev’s platform features advanced sentiment analysis powered by large language models, delivering quantifiable insights into customer satisfaction and responsiveness. By examining support tickets and customer conversations, the system identifies patterns in sentiment and SLA performance, providing data-driven insights for better decision-making.
This sentiment-driven intelligence helps customer success teams detect shifts in customer emotions, enabling timely, relevant engagement that fosters loyalty. By proactively addressing sentiment trends, teams can better align their responses to customer needs.
The platform also flags at-risk accounts, allowing teams to investigate issues like missed SLAs or reduced product usage. DevRev’s system further identifies clients with similar behavioral patterns, creating opportunities for targeted support, proactive engagement, and a tailored approach to addressing customer needs.
DevRev’s conversational CX is a data-driven tool that enables proactive, meaningful customer interactions by transforming raw data into actionable insights. Through AI-driven sentiment analysis, comprehensive dashboards, and proactive notifications, DevRev’s CX platform embodies the next level of customer engagement in the SaaS 2.0 era.
The power of DevRev’s knowledge graph
At the core of DevRev’s SaaS 2.0 transformation lies a powerful knowledge graph that unites search, analytics, and workflows into a interconnected, actionable intelligence system.
Conversational CX, [a system where] reports are generated instantaneously, discussions center on what matters most—the customer—and 100% data coverage is achieved.
This knowledge graph is fundamental to every interaction on the platform, pulling together fragmented data sources to create a unified, real-time intelligence source that drives meaningful customer connections across the organization.
The knowledge graph isn’t just comprehensive; it’s structured for secure, compliant collaboration. DevRev leverages local in-process SQL database technology to enforce multi-actor authorization and precise access controls, ensuring teams access only role-specific data. This approach streamlines workflows, allowing departments to work cohesively while maintaining strict data security standards.
For CIOs, CPOs, and CCOs, the knowledge graph represents a pivotal shift: centralizing insights across departments to place CX squarely at the center of all operations. Bashir emphasized, “This is how your teams come together,” underscoring the graph’s role in transforming isolated insights into a cohesive, organization-wide focus on customer priorities.
Machado and Bashir demonstrated how DevRev’s knowledge graph integrates directly into support, sales, and product workflows, positioning DevRev as more than a platform—it’s the connective tissue that binds teams across departments. This integration allows for instantaneous reporting with full data visibility, where users can generate reports on demand and root discussions in customer-centric data. By embedding this real-time intelligence into everyday processes, DevRev empowers teams to make faster, data-driven decisions that enhance CX and drive sustained value across the enterprise.
Shaping the future with AI-driven SaaS 2.0
The product keynote offered a forward-looking vision for SaaS 2.0 with DevRev’s platform, where humanized AI transforms how teams collaborate and interact with technology.
Our goal is to understand how all your data interrelates… allowing you to make smarter decisions and distribute decision-making across teams. - on the SaaS 2.0 vision
This vision takes shape in AgentOS, DevRev’s conversational intelligence platform, which empowers teams to engage with data as naturally as a conversation, streamline workflows, and make real-time, data-driven decisions. Through intuitive features like conversational search, intelligent incident management, and proactive customer insights, DevRev centers human experience in enterprise technology.
Conversational search, on the other hand, redefines enterprise data as an interactive journey. And its incident management and CX tools help organizations anticipate needs and deliver actionable insights, all in real-time. This highlights DevRev’s commitment to a connected, proactive workspace where technology enhances collaboration and strengthens relationships across departments.
Effortless 2024 dares us to envision a new future. Are you ready to make AI your most valuable team player? It’s time to consider how SaaS 2.0 could transform your approach to every business challenge. Watch the full event here or, schedule a personalized demo here.
