Roark for Customer Support — voice agent quality for deflection, escalation & resolution - Roark

Containment is not resolution.

Your deflection agent says it handled the call. The customer called back angry. Roark scores whether the issue was actually resolved, whether the escalation was clean, and whether the caller was getting more frustrated — on the audio, not just the words.

Backed by YC

Live · scoring every call 1,284 today

Caller: So my refund still hasn’t shown up.

Agent: Thanks for confirming! Anything else?

Vanity containment:

Call logged as resolved with nothing actually fixed.

Resolution

Scoring production voice AI for teams at

01 · When the call goes wrong

Here's how a support call quietly fails.

Each one counts as a contained call in your dashboard and a repeat call in your queue — and most are inaudible to a tool that only reads the transcript.

Deflection

Vanity containment

Caller: So my refund still hasn’t shown up.

Agent: Thanks for confirming! Is there anything else I can help with?

The agent closed the call without solving anything and logged it as contained. The customer calls back in an hour. Real resolution — not hang-up rate — is the metric that matters, and it’s the one most teams never score.

Resolution

Escalation

The dropped handoff

Caller: Just put me through to a person.

Agent: I can help with that. What is your account number again?

A clear escalation request got swallowed by another collection loop. The handoff never carried context, so the human starts from zero and the customer repeats everything. Roark fails the turn that ignores or fumbles the escalation trigger.

Escalation

Knowledge

The confident wrong answer

Caller: Is the annual plan refundable after 30 days?

Agent: Yes, you can get a full refund anytime in the first year.

Stated with total confidence and completely invented. A hallucinated policy answer becomes a chargeback, a complaint, or a promise your team has to honor. Roark flags assertions that aren’t grounded in the knowledge base.

Hallucination

Triage

The loop that won’t end

Caller: I already gave you the order number twice.

Agent: No problem — can you read me the order number?

The agent re-asked for information the caller already provided, three turns running. Repetition is the fastest way to make a calm customer furious, and it reads as a perfectly polite transcript.

Repetition

Frustration

The slow boil

Caller: Fine. Whatever. Let’s just do it your way.

Agent: Great! Let’s continue.

“Fine” and “whatever” read neutral on the page. In the audio the caller is clipped, tense, and about to churn. Only an audio model hears the rising frustration a transcript-only tool scores as agreement.

Emotion

02 · From caught to fixed

Roark catches every one of these — and proves the fix.

Each failure above is filed with its evidence, becomes a repeatable simulation until a candidate passes, and is verified on your next thousand live calls.

01 · Catch

The ledger above — every failure filed live, evidence attached.

02 · Simulate

Your fix, replayed against the exact failures above.

Testing your candidates 161 / 240

03 · Review

Every change explicit and diffed — you apply it.

Your fix, diffed support_v3 v4

04 · Verify

You ship — Roark confirms the metric moved on live calls.

Verifying support_v4 in production fix confirmed

Resolution, since your deploy 71→94

Issue recurrence none in 1,000 calls

Quality score 94 ↑

Regressions on other metrics none

you ship it — Roark verifies every call, with no change to your CCaaS

…and the loop runs again on the next call.

03 · Simulate before launch

Break it in staging, not in production.

Run your agent against hundreds of simulated callers (realistic personas, accents, background noise and edge cases) and get every conversation scored before a customer ever dials in.

Scenarios & personas

Hundreds of simulated callers (the angry one, the rambler, the interrupter) built from your real call types.

Red teaming

Adversarial callers that try to break it (prompt injection, jailbreaks, social engineering) so your agent holds policy under attack.

45 languages & accents

Native accents, code-switching and background noise, in every market your agent answers.

Load & health tests

Peak-volume concurrency and always-on health checks, so the agent that passed in staging survives launch day.

Regression testing

Rerun the whole suite on every change and diff it against your last green baseline, so fixing one caller never breaks another.

Run it in CI

Every prompt or model change runs the suite before it merges: quality gates for conversations, not just code.

Pre-launch suite · customer_support_v1182 / 200 passed

1 failure filed as an issue: fix it before launch, not after

04 · Post-call analysis

500+ metrics. Your models, not just an LLM.

Every production call scored as it lands: issues filed, alerts fired, dashboards and OTEL traces on tap, for voice calls and chat threads alike. And where most tools grade a transcript with an LLM, Roark runs purpose-built audio models on the call itself, measuring what your customer actually heard.

Audio-native

custom models

Conversational

LLM + rules

Compliance

policy

Performance

latency

500+ metrics out of the box

∞ custom metrics, your rules

Audio + LLM models on every call

05 · Get started

First call scored in under a minute.

One click on any platform below and production calls stream in on their own, or send any recording with a few lines of code.

import Roark from '@roarkanalytics/sdk'

const client = new Roark({ bearerToken })
await client.call.create({
  recordingUrl, startedAt,
  interfaceType: 'PHONE',
  callDirection: 'INBOUND',
  agent: { customId: 'support_v2' },
}) // scored in seconds

Node · Python, plus a REST API for CI/CD and webhooks the instant a call is scored.