The AI operations layer
for your SaaS company.
Put a team of agents on youronboarding.
Rach.Dev runs onboarding, tier-1 support, structured bug-report escalation, billing and churn/SLA monitoring across the tools you already use — Zendesk, Intercom, Stripe, Segment, Salesforce — with an engineer in the loop on every incident, breach or refund, and a full audit trail on every action.
What an agent team takes off your roadmap
Most of a SaaS team's load isn't shipping product — it's answering the same tier-1 tickets, chasing onboarding, and finding churn too late. Here's where agents own the busywork, mapped to how your company actually runs.
The Front Door
Every inquiry captured, identified and routed — 24/7, in-app, email or chat, English or Spanish.
- Multi-channel intake (in-app chat, email, SMS, WhatsApp, portal)
- Account match & plan / entitlement lookup
- Deflects the common 'how do I…' before it becomes a ticket
Triage & Severity
Severity scoring with explicit security/SLA red-flags and instant escalation to on-call.
- Routes by severity (P1–P4) and affected plan tier
- Security/breach signals page the on-call engineer
- Matches to the right team by product area
Bug Reports & Tickets
Reproducible bug reports drafted for engineering — the engineer decides what to do.
- Captures environment, version, repro steps and logs
- Drafts the ticket and links related reports
- Attaches the trace ID and status-page context
Diagnostics & Status
The full loop — reproduce, check status, and escalate the moment it's an incident.
- Walks the customer through diagnostic steps
- Checks the live status page and known issues
- Incident signals routed to PagerDuty on-call
Onboarding & Success
Activation steps, training and the check-ins customers never quite get to.
- Guided setup, integrations and first-value milestones
- Schedules onboarding calls and training
- Reminders & adoption nudges (EN / ES)
Billing & Subscriptions
The fastest ROI for a CFO: recover failed payments, answer invoice questions cleanly.
- Invoice, proration and plan-change questions
- Failed-payment dunning & card-update nudges
- Refunds & credits drafted — a human approves
Feedback & Roadmap
Feature requests captured, deduped and themed for product — no more scattered asks.
- Collects requests across chat, email and calls
- Dedupes and tags by theme and account value
- Surfaces trends for the roadmap review
Knowledge Layer
A role-aware assistant grounded only in your approved docs and help center.
- Separate views for customer, support, engineering
- Every answer cites its source doc
- Hard guardrails — never security/legal counsel
Watch the team run a ticket
Pick a case and press play. Watch the agent team run it end to end — a human approves every risky action.
Press Run the journey — or scroll in and watch it play automatically. Every clinical action waits for a clinician.
Seven specialists, one conductor
Each agent owns one job and hands the next a complete, structured context. Atlas routes the work, enforces the human-in-the-loop gates, and writes every action to an audit log.
Atlas is the orchestrator. It routes each ticket to the right specialist, carries shared account context between them, pauses for human approval on every risky action — refunds, incidents, breach disclosure — and records a complete, timestamped audit trail.
Click Ava below — the full onboarding-to-billing workflow plays out automatically.
Triage & severity. Scores every ticket (P1–P4), watches for security and SLA red-flags, and escalates straight to the on-call engineer — never sitting on a possible breach or incident.
On a security or breach signal, Marcus pages a human immediately and never attempts auto-remediation.
The ticket scribe. Turns a vague complaint into a reproducible bug report — environment, version, repro steps, logs and trace IDs — so engineers fix instead of interrogate.
Draft only. The ticket is filed and prioritized solely after a human reviews it.
Success coordination. Stages setup checklists, books onboarding and training calls, routes integrations, and keeps accounts on track with adoption nudges and reminders.
Billing & subscriptions. Answers invoice, proration and plan-change questions, runs failed-payment dunning, and drafts refunds and credits — but a human approves every cent that moves.
Riley never charges, refunds or credits on its own. Money moves only after a human signs off.
The role-aware knowledge assistant. Answers customers, support and engineering from your approved docs and help center only — every answer cited, and never security, legal or compliance counsel.
Iris informs. It never gives security, legal or compliance advice, and never overrides a human owner.
The Churn / SLA Sentinel. Always on, reading usage, support sentiment, SLA clocks and renewal dates for every account — flagging a quiet account before it cancels, and staging the save for customer success.
Hope is advisory. It alerts and stages a save play — a human in customer success decides and acts. Every alert is logged with the signal that triggered it.
Ava captures patient intake by voice, then hands a structured summary to 6 downstream agents — triage, documentation, coordination, billing, knowledge and ICU monitoring — each acting on the shared context, with Atlas orchestrating and a clinician approving every clinical action.
Ava starts the workflow.One layer over the stack you already run
Rach.Dev sits on top of your support desk, billing and data tools — orchestrating agents, enforcing governance, and keeping a human in the loop on anything risky. No rip-and-replace.
Every risky action — refunds, credits, incident disclosure, breach response — pauses for a human to approve. Agents draft and stage; people decide.
SOC 2-aligned controls, least-privilege access, GDPR data handling, and a complete, timestamped audit trail on every action and every data touch.
Atlas routes each ticket to the right specialist, carries shared account context between agents, and coordinates hand-offs end to end.
Bidirectional connectors to your support desk, billing, CRM, product analytics, status page and on-call over the APIs your stack already exposes.
A knowledge layer that knows its limits
Iris answers customers, support and engineering from your approved docs and help center only. Every answer is cited — and a security, legal or compliance question is always handed to a human, never improvised.
Try a question
Hi, I'm Iris. Ask me about setup, your plan, billing or how a feature works — I'll always cite my source.
A knowledge layer that knows its limits — questions and answers
- How do I set up SSO for my workspace?
- On the Pro plan you can enable SAML SSO under Settings → Security → Single Sign-On. Add your identity provider's metadata URL, map the email attribute, and run the test login before enforcing it for the team. Full step-by-step with screenshots is in the linked guide — reply here if any step doesn't match your IdP.
- ¿Por qué me cobraron de más este mes?
- Su factura subió porque agregó 10 asientos a mitad del ciclo, así que se aplicó un cargo prorrateado por los días restantes. En la próxima factura el monto vuelve al precio mensual completo del nuevo total de asientos. Si quiere un desglose línea por línea o un ajuste, puedo conectarla con nuestro equipo de facturación.
- We think another tenant could see our data — is this a breach we have to report?
- That's a security and legal question, so I won't advise on it myself. I've opened a P1 security report, paged our on-call engineer and security lead, and preserved the relevant trace IDs. A human from our security team will contact you directly about scope and any required notification. If you have a regulatory deadline, tell us and we'll prioritize it.
Governance, not just guardrails
The controls that let a SaaS company actually deploy agents — enforced in the system, not promised on a slide.
Live audit log
A sample of what every action looks like on the record.
What changes when agents own the busywork
Directional outcomes our pilots target — validated on your own data, never assumed.
The problem, in numbers
- Across customer service issues, only about 14% are fully resolved in self-service today — leaving a large tier-1 volume that grounded, escalation-aware agents can deflect or speed up. — Gartner, press release, 2024
- Increasing customer retention rates by roughly 5% has been associated with profit increases of about 25% to 95%, which is why catching churn early matters so much in SaaS. — Reichheld / Bain & Company, Harvard Business Review, 2014
- Acquiring a new customer can cost roughly 5 to 25 times more than retaining an existing one, so preventing a cancel is usually far cheaper than replacing the revenue. — Harvard Business Review (Gallo), 2014
Figures above are external benchmarks and pilot targets, not guarantees — we validate every number on your own data before you rely on it. Monitoring agents are advisory: they alert and stage, a human acts.
Start with one workflow. Prove it. Then scale.
We stand up a single workflow on your existing stack, show the audit trail and the outcomes, and expand only once your team trusts it.
Pick the highest-pain workflow — tier-1 support, onboarding or churn monitoring — and we map it to your stack.
Agents run on Zendesk, Stripe and your tools with a human in the loop and a full audit trail, in weeks not quarters.
Review the outcomes on your own data, then roll the agent team out workflow by workflow.