4 min read
Last Updated
Company
Descope
Employees
11-50
Founded
April 2022
Headquarters
California
Industry
Software development
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.
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:
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:
For me, this is the number one priority for our service motion today: make sure that the product provides self-service and guidance at the scale that we need to support a PLG motion. DevRev’s API-first and extensible platform has enabled us to do exactly that—automating customer success and empowering our users to solve problems independently.
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.
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 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.
DevRev has enabled us to streamline access to technical documentation, automate common developer queries, and bridge the gap between support and engineering. This has been essential as we scaled from 10M to 300M daily participant sessions without growing our support headcount.
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.
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.
By deploying DevRev, Descope has achieved:
The result: a streamlined, product-led support engine that delivers faster service, drives product improvement, and scales with the business.
The results
Summary
Grew from 10M to 300M
Daily participants between December 2019 and April 2020
100% SLAs met
All SLAs met in 2022 with 100% success predicted for 2023
5× faster customer response
Tickets closed over 5 times faster than any quarter since opening.