ReflexAI

I asked a QA director what percentage of their calls get reviewed. He said about 1%. He wasn't cutting corners. That's what a team of humans listening to calls live can physically get through in a month. I've been asking this question in nearly every discovery call for a couple of years. The answers cluster low. 1% at a financial services shop scoring calls by listening in real time. Under 10% at a distributor with no QA tooling at all. A single QA person covering 60 counselors somewhere else. Then we talk about what happens with that sample. It becomes the coaching plan. It becomes the performance review. It becomes the answer when leadership asks how quality is trending. So the agent who gets coached this month is largely the agent whose call happened to get pulled. Most people I ask can't tell me their QA coverage number offhand. If you know yours, I'm curious what it is. Drop it below ⬇️

Every year, hundreds of RAINN team members prepare to support survivors on the National Sexual Assault Hotline. They arrive motivated, from a wide range of professional backgrounds. Every crisis organization eventually faces the same question: how do you get them all ready before a survivor is on the other end of the line? RAINN redesigned its training program to answer that, partnering with ReflexAI to build and deploy simulation-based practice. On September 16, Megan Cutter, Chief of Victim Services, and Lucane LaFortune, M.Ed., Training Director at RAINN, speak with Sam Dorison about what the redesign involved and what it produced. Preparing Call-Takers for the Hardest Conversations Wednesday, September 16 | 2:00–2:45 PM ET | Live Q&A Register here today: https://lnkd.in/evgBeKG8

Real feedback from real users just earned ReflexAI eight G2 badges this quarter. ReflexAI users named us a G2 High Performer across Contact Center Quality Assurance and Sales Coaching, and gave us a Users Love Us badge for keeping ratings above 4 stars. Easiest to do business with. High performer, mid-market and Americas-wide. Eight badges total, and every one of them came from people actually using the product to train and QA their teams. To everyone who took the time to write a review: thank you. You're the ones proving this works. Swipe through to see them all. →

Tomorrow's the day! Join us at 1:00 PM ET. Sam Dorison and Geoffrey M. Roche on the conversations AI still can’t handle — and what it takes to get your people ready for them. Seats are filling up, and this is the last call before we go live. Save your seat: https://lnkd.in/e258ahHN

Most knowledge bases have the same three problems. 1) The right document is hard to find, because the answer is rarely titled what you'd search for. 2) Multiple documents say related things, and reconciling them takes real expertise. 3) Some of what's in there is just wrong now. The policy changed. The old version is still sitting in the same folder. Search doesn't fix this. Neither does pointing an LLM at your entire drive and hoping. Our Head of AI, Taki Hasegawa wrote about the six principles behind how ReflexAI actually solves all of these problems with our Intelligence Layer. Read more: https://lnkd.in/eukM-WpY

One week from today: Sam Dorison and Geoffrey M. Roche sit down for a live, unscripted conversation on the highest-leverage L&D problem most teams aren’t solving for — training people for the conversations that actually matter. No recap, no rehash. Bring the real questions your team is dealing with right now. Live · Wed, Aug 26 · 1:00 PM ET · Free Register today: https://lnkd.in/edJH_WPD

We're growing! For a while now, Sam Dorison and I have been focused on a big question at ReflexAI: can we build a system that connects simulation, real-world performance, and coaching into one continuous loop? And can we make that system hold up across a constantly growing body of content, conversations, and teams? Something we’ve realized over the past few months is that a big part of getting that right comes from: 1. The product being clear enough that people can understand their performance and act on it 2. Our customers understanding how the pieces fit together well before they log in So over recent months we made the hires for exactly that: On the product itself - Abhishek Lalla joins as a Senior Product Manager, and Santiago Arias as a Senior Software Engineer. Making sure what we ship stays accurate and complete at scale, from simulation and training through live evaluation and coaching. On how it feels to use - Joel Fernandez joins as our Principal Product Designer, shaping how that entire experience flows, from practicing a conversation to understanding performance and what to work on next. And on GTM side, connecting what we've built to the teams who need it - Melissa Brownlee, Senior Growth Marketing Manager, Priya Balasubramanian, Senior Product Marketing Manager, Trevan Gregory, Enterprise AE, and Danny Dewey, SDR. Every one of these new hires is here to help us solve for the problem we started with: building a system where training, real-world performance, and coaching continuously reinforce each other — and making sure our customers know exactly what to do with it. I'm so energized by this new group of Reflexers, and excited to see what we'll build together!

AI has gotten good at the easy conversations — scheduling, basic troubleshooting, transactional support. That leaves the hard ones with your people: emotionally complex, high-stakes, high-consequence. Most L&D programs still aren’t training for them. Sam Dorison (Cofounder & CEO, ReflexAI) and Geoffrey M. Roche (SVP Healthcare Solutions, Risepoint) get honest about what it actually takes to build teams ready for those moments — Aug 26. Live · Wed, Aug 26 · 1:00 PM ET · Free Register today → https://lnkd.in/eWmfxzQF

We believe AI should make people better at their jobs, not replace them, and it turns out that principle holds true inside our own engineering team. Coding agents can now navigate large repositories, write real code, run tests, and open pull requests. We use them constantly at ReflexAI, and they let us move faster. But unlike an off-the shelf coding agent, an effective engineer also understands the customer need behind the ticket, knows which repo and which doc actually apply, reads the logs, and follows the architecture and security conventions everyone else on the team already knows. Which is why we built Reflexings, our internal agentic development platform that gives engineers, product managers, designers, and customer-facing teams, the context, environment, and guardrails that make an agent genuinely useful inside the way ReflexAI already works. More on what we built, and why, from Senior Software Engineer Nicolas Peralta in the post below: https://lnkd.in/gHbMUNqx