Descope streamlines support at scale with automation, AI, and unified collaboration

The Company

Descope is an identity management platform that helps developers build secure, frictionless authentication and user journeys for any application. Founded in April 2022 by a team of cybersecurity experts and based in Los Altos, CA, Descope has rapidly scaled to support over 300 million daily participant sessions.

Its mission is to provide app developers with modern, hassle-free user authentication workflows, offering secure passwordless methods such as social logins, SAML SSO, OTP, magic links, and biometrics. By abstracting away implementation details and risk management, Descope enables developers to focus more time on core app initiatives.

The challenge: Scaling support during rapid growth

As Descope's user base grew exponentially, its support operations struggled to keep pace. Teams were spending valuable time triaging support messages across Slack, email, and the product interface. Issue tracking was inconsistent, and collaboration between support and engineering was often slow and lacked context.

Descope needed a platform that could:

• Scale support without growing headcount
• Centralize all customer interactions
• Bridge the gap between support and product teams
• Empower users through self-service and automation
• Improve SLA management to focus on the right priorities faster
• Enhance ticket triaging and severity assessment through intelligent workflows

The solution: A unified platform for product-led support

Descope adopted DevRev as a centralized platform for its support team, enabling scalable, product-led support tailored for fast-growing, API-first companies. With DevRev’s agentic AI capabilities, Descope shifted from manual triage to autonomous systems that learn, act, and continuously improve.

Key solution pillars included:

• A unified inbox integrating Slack, email, and in-app conversations
• Automated journey orchestration to triage, route, and resolve issues with Computer CX Agents
• AI workflows that intelligently assess ticket severity and streamline prioritization
• Specialized Computer CX Agents designed to handle both free and paid customer inquiries, optimizing deflection strategies for each segment
• In-app support experiences with real-time, contextual assistance
• Conversational AI layered on top of Computer’s Memory for unified knowledge
• Tight integration with Descope's internal dev workflows and APIs

The impact: From reactive support to self-serve scale

Operational scalability without added headcount

Descope now handles over 300 million daily participant sessions, a 30× increase since adopting DevRev. This growth was achieved with no increase in support headcount, thanks to DevRev’s automation-first and AI Agent approach.

Dramatically improved resolution times

Average resolution time was reduced by 54%, cutting turnaround from 22.8 days to just 10.4 days. This was driven by enhanced SLA management and DevRev’s AI workflows that streamline ticket triaging and severity assessment.

AI-powered deflection at scale

AI answering has stabilized around 32–40% of all inquiries, with complex queries intelligently routed to human agents. Computer CX Agents for free vs. paid customers optimize deflection strategies for each segment, delivering tailored support while maximizing efficiency.

5× faster ticket resolution with unified visibility

With all channels flowing into a single workspace and full visibility into linked development issues, support agents now resolve tickets five times faster than before. Computer AirSync ensures smooth sync and lifecycle tracking so nothing falls through the cracks.

Proactive self-service with conversational AI

Descope leverages Computer’s Conversational AI and Memory to guide customers toward solutions before they ever need an agent. Automated workflows, contextual suggestions, and product-integrated help content all contribute to a self-service-first strategy.

The bottom line: Transforming support into a growth driver

By deploying DevRev, Descope has achieved:

• 54% reduction in average resolution time
• 5× faster ticket resolution with complete lifecycle visibility
• 300M+ users supported daily, up from 10M
• 100% SLA adherence maintained during scale
• 32–40% of inquiries resolved through AI-powered self-service
• Increased CSAT and reduced time to resolution

The result: a streamlined, product-led support engine that delivers faster service, drives product improvement, and scales with the business.

The Benefits

• Unified inbox for Slack, email, and in-app conversations
• Support tickets seamlessly linked to engineering issues for faster collaboration
• AI workflows that intelligently triage and assess ticket severity
• Computer CX Agents for free and paid customers that optimize deflection strategies
• Enhanced SLA management focusing teams on the right priorities
• Scaled from 10M to 300M daily participant sessions without increasing headcount