CoSupport AI
What is Roark?
Roark offers a platform designed to enhance the development and deployment of voice AI systems. It enables teams to test changes confidently by simulating replays of actual production calls, ensuring that updates perform reliably in real-world scenarios. The platform captures intricate details from original calls, including voice nuances, pauses, and tones, to create accurate test cases for tracking agent improvements over time.
Beyond testing, Roark provides comprehensive monitoring and evaluation capabilities. It features real-time insights, enterprise-grade transcription supporting numerous languages, and sophisticated analysis of sentiment, emotion, and vocal cues. Users can track key conversation events, evaluate goal completion, and build custom reports using a dedicated voice analytics builder. Integration is streamlined with both SDK options and no-code connections for popular voice AI platforms.
Features
- Simulated Replays: Turn real production calls into test cases and re-run them to test agent changes.
- Performance Comparison: Track success rates and compare results across multiple test runs.
- Monitoring & Evaluation: Gain real-time insights into voice AI conversations.
- Enterprise-Grade Transcription: Accurate transcription supporting over 50 languages with an 8.6% word error rate.
- Sentiment & Emotion Analysis: Detect customer sentiment, emotions, and vocal cues in real-time.
- Event Tracking & Goal Evaluation: Monitor key conversation events, set alerts, and automatically assess if goals were met.
- Voice Analytics Builder: Create custom reports with voice-specific metrics.
- Reports & Dashboards: Generate custom reports, visualize user funnels, and analyze common user paths.
- Easy Integration: Connect via SDK (Node, Python) or no-code integration with VAPI and Retell.
Use Cases
- Testing voice AI agent updates against real call scenarios.
- Monitoring voice AI performance and identifying failures in real-time.
- Debugging issues within voice AI conversations.
- Evaluating the effectiveness of voice AI in achieving conversation goals.
- Analyzing customer sentiment and emotion during calls to improve experience.
- Optimizing voice AI interaction flows and user journeys.
- Generating detailed performance reports for voice AI systems.
- Ensuring voice AI compliance (SOC2 & HIPAA mentioned for Growth plan).
FAQs
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What does Roark do?
Roark helps teams ship reliable voice AI faster by providing tools to simulate real call replays for testing, monitor performance with real-time insights, and debug issues effectively. -
What are simulated replays?
Simulated replays allow you to turn real production calls into test cases. You can then re-run these exact calls with new versions of your voice AI agent to test changes and track improvements, replicating details like voice, pauses, and tone. -
What kind of sentiment analysis does Roark offer?
Roark provides real-time analysis of customer sentiment (positive/negative scoring), detects specific emotions like concern or anxiety, and identifies vocal cues such as sighs or pauses. -
How difficult is it to integrate Roark?
Integration is designed to be quick and easy, often taking just minutes. Roark offers SDKs (Node, Python) for custom integration or no-code options for platforms like VAPI and Retell.
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