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Analytics and QA

Trust is measured, not assumed.

An AI that answers your customers should show its work. Suvenna reports how the AI performs on every reply, every conversation, and every dollar moved, so you turn autonomy up when the numbers earn it, not before.

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The Suvenna reports dashboard: conversation volume, AI versus human share, QA scores, and CSAT

Reports

One dashboard, four honest numbers

No vanity metrics. The reports dashboard answers the questions that decide whether the AI deserves more rope.

Volume

How many conversations came in, through which channel, and when. The baseline every other number sits on.

AI vs human share

What the AI resolved on its own versus what your team handled. This is the number the resolution guarantee is written against.

QA scores

Your team's own grades on the AI's replies, aggregated over time. The single best signal for whether Autopilot is ready.

CSAT

What customers actually said after their conversation resolved. The outside view that keeps the inside view honest.

Per-reply QA

Grade every AI reply

Confidence in an AI agent isn't a feeling. It's a score your team builds one reply at a time.

Thumbs and notes, on the reply itself

Every AI reply carries its own QA controls. A thumbs up or down takes one click, and a note captures why: wrong tone, missed the policy, should have escalated. The grades roll up into the QA score on your dashboard, so "how is the AI doing" is a chart, not a hunch.

  • Thumbs up or down on every AI reply, one click
  • Notes on the reply, so the grade carries its reason
  • Scores aggregate on the reports dashboard over time
  • Works in approve-mode and on Autopilot, nothing goes ungraded

The loop that earns autonomy

This is how merchants go from skeptical to hands-off without ever taking it on faith.

  1. 01

    Start in approve-mode

    The AI drafts, your team reviews and sends. Zero risk while you learn what it can do.

  2. 02

    Grade the work

    Thumbs and notes on each reply as your team approves them. It takes seconds and builds the record.

  3. 03

    Watch the score

    The dashboard shows QA and CSAT trending over real conversations, on your store, your policies, your customers.

  4. 04

    Turn the dial up

    When the numbers earn it, flip on Autopilot, raise the refund auto-approval ceiling, enable live actions. Each step is yours to take, backed by data.

CSAT

Ask the customer, automatically

Your team grades the AI from the inside. CSAT grades the whole experience from the outside.

When a conversation resolves, Suvenna sends a one-click satisfaction survey. No extra tool, no export, no survey platform to wire up. Responses land on the same reports dashboard as your QA scores, so you can see both sides of the same conversation: what your team thought of the AI's work, and what the customer thought of the outcome. When the two agree, you can trust them. When they diverge, you know exactly where to look.

The audit log

Every money action, on the record

Refunds, cancellations, and returns are the moments trust is really tested. Suvenna writes every one of them down, permanently.

The audit log is append-only. Entries are written when actions happen and can't be edited or deleted afterward, by anyone, including us. Every money action records what was done, who or what did it, the amount, and the confirmation that authorized it. If a customer disputes a refund three months later, the answer is in the log, not in someone's memory.

This matters because Suvenna's guardrails are only worth trusting if you can verify them. Confirm-before-money, refund amounts bounded by what the order can actually refund, live actions off until you enable them per store: the audit log is where you see all of it holding, conversation after conversation.

  • Append-only: entries can't be edited or deleted after the fact
  • Every refund, cancellation, and return, with the amount and the order
  • Who acted: the AI, a teammate, or an approval-queue click
  • The customer confirmation that gated each money action
  • Refunds bounded by the order's actual refundable amount at execution time

Get priority access

Suvenna onboards in limited waves. Join the list and you're first in line for the next one, with founding-member pricing locked in.

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