Roark for Retail — voice agent quality for order status, returns & product Q&A - Roark

Your support agent has to quote the return policy right.

Shoppers call about order status, returns, and "is it in stock in a medium." One wrong policy or a made-up stock number is a chargeback, a refund you owe, or a one-star review. Roark scores every call — on the audio, and load-tests it before Black Friday.

Backed by YC

Live · scoring every call1,284 today

Caller: Do you have the walnut dresser in stock?

Agent: Yes, plenty in stock — ships tomorrow.

Invented stock: Availability stated with no tool call — the item was backordered six weeks.

Here's how a shopper call goes wrong.

Each one is a refund you owe, a sale you lost, or a brand-voice slip that shows up in a review — and the worst of them are inaudible to a tool that only reads the transcript.

01 Returns

The 60-day return that was 30

Caller: I bought this six weeks ago — can I still return it?

Agent: Absolutely, you have a full 60 days.

The policy is 30 days. The agent stated the wrong number with total confidence and committed you to a refund you never offered. Roark checks every policy assertion against the source of truth.

02 Product Q&A

Invented stock

Caller: Do you have the walnut dresser in stock?

Agent: Yes, plenty in stock — ships tomorrow.

It was backordered six weeks. A confident, unverified stock claim becomes a cancelled order and a chargeback. Roark flags inventory and availability stated without a tool call.

03 Peak load

Passed in July, cratered on Black Friday

Caller: Where is my order? It said delivered.

Agent: I'm sorry, I— could you— one moment— [4.1s] …say that again?

The agent that aced a quiet July call falls apart under peak concurrency — latency spikes, barge-in breaks, turns drop. Roark load-tests with simulated concurrency so you find this before the rush, not during it.

04 Returns

Cheerful at a furious caller

Caller: This is the THIRD time I've called about this refund.

Agent: No problem at all, happy to help! 😊

The words are polite; the delivery is tone-deaf to an angry caller. The audio model hears the caller's frustration and the agent's chirpy mismatch — the transcript reads as a perfect interaction.

05 Order status

Off-brand voice

Caller: Has my order shipped yet?

Agent: Yo, lemme pull that up real quick, gimme a sec.

A premium brand sounds like a stranger. Off-brand register and slang erode the experience you spent years building. Roark scores tone and brand-voice adherence on every call.

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.

03 Review

Every change explicit and diffed — you apply it.

04 Verify

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

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.

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.

Accuracy

Audio-native

Performance

Conversational

500+ metrics out of the box

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.