High-volume operations
Supporting customer operations across high-volume, multi-channel environments.
Turning customer conversations into insight, trust and growth.
Rdentify is a customer experience and AI group. We combine website assistants, multilingual support operations and conversation analytics so businesses answer questions faster, identify friction earlier and convert more of the people they already reach.
Outsourced Customer SupportAI-Powered Lead Conversion24/7 Customer EngagementScalable Revenue Operations
Five things you can count on in every engagement.
Not a pitch deck, but an operating standard. Every Rdentify engagement is built on the same foundations, regardless of industry, channel or scale.
Regulated industries
Experience in regulated and customer-sensitive sectors with auditable trails.
AI + analytics + ops
Combining AI, analytics and operational support as a single capability.
Real conversations
Built around real customer conversations, not synthetic benchmarks.
QA-led oversight
Sampled, scored and reviewed daily: quality as an operating discipline.
Our products
Two products, one customer experience goal.
Software that answers instantly, and operations that scale without losing quality, built to work together or stand alone.
Software · Flagship product
AI that feels human, and turns visitors into customers.
A self-serve AI website assistant with conversion intelligence. Answers questions, qualifies leads, books meetings and surfaces what visitors actually want.
- Conversational answers, 24/7
- Lead qualification & capture
- Demo & meeting booking
- Customer insight & intent
Operations · Multilingual support
Scalable support, run by experienced operators.
From Gibraltar and international hubs, our multilingual teams handle support, QA and operations for regulated and high-growth businesses.
- End-to-end outsourced support
- Native speakers across 5+ languages
- Regulated industry expertise
- Daily QA, sentiment & compliance
Why now
AI changed expectations. Most businesses haven't caught up.
Customers expect instant answers, personalised experiences and seamless support. Meanwhile teams are overloaded, data sits unused and AI often feels impersonal. Rdentify exists to close that gap, practically, and with measurable results.
Old modelCommon today
Disconnected support, missing context.
- Slow, queue-based support
- Fragmented tools and channels
- Reactive, ticket-driven operations
- Reports without underlying insight
- AI bolted on, disconnected from teams
Rdentify modelOperational reality
Conversations as a measurable advantage.
- AI-assisted conversations from first message
- Operational visibility across channels
- Conversation intelligence as a daily input
- Measurable QA and reviewer trails
- Faster resolutions with human ownership
- Human-centred automation, not replacement
Insight · Analytics & QA
Every conversation becomes signal.
We turn customer conversations into structured insight: top intents, recurring issues, sentiment trends, conversion blockers and QA scoring. Operational reality, not vanity dashboards.
- Recurring customer issues, ranked by volume and revenue impact.
- Sentiment and CSAT trends across channels and languages.
- Conversion blockers and missed-opportunity flags.
- Escalation, QA scoring and human review workflows.
Conversation intelligence · Last 30 days
Avg. sentiment
+0.42
CSAT
4.7
QA score
93.4
Resolved by AI
74%
Sentiment trend
+12% vs prev.Top customer intents
- Payout / withdrawal1,240
- KYC document upload864
- Bonus terms & wagering612
- Account access488
- Pricing / upgrade314
Conversion blockers flagged
- Payment method declined at step 3+18%
- Verification doc rejected, no reason given+11%
- Pricing page exit before talking to sales+9%
Operational Excellence · Rdentify Connect
Customer experience you can actually measure.
Rdentify Connect combines multilingual support teams, QA oversight, escalation monitoring and conversation analytics, so businesses deliver faster, more consistent customer experiences at scale.
QA monitoredInsight-drivenHuman-reviewedSLA trackedCompliance-aware
QA monitored
344
Conversations · 7d
across EN · ES · PT · IT · FR
QA monitored
00:00:40
Avg. response time
first human reply · SLA tracked
QA monitored
199
Customers supported
unique customers · last 7 days
QA monitored
13m 30s
Avg. chat duration
resolution-focused, not rushed
QA performance overview
IQS · 30d
72.5%
Reviews
1,248
Agents
32
QA categories
- Communication & soft skills79%
- Process adherence76%
- Resolution accuracy63%
- Tone & empathy84%
Agent scorecards
Sampled daily- LM
Agent · L. M.
EN · ES
94 - RP
Agent · R. P.
PT · EN
89 - SC
Agent · S. C.
IT · FR
81 - DK
Agent · D. K.
EN
73
Live support operations
Avg response
00:00:40
Max response
00:03:43
Chats · week
344
Customers
199
Conversation volume · 24h
Peak 14:0000:0006:0012:0018:0023:00
SLA on track · 98.2%Team activity tracked in real time
Escalation & SLA insight
Escalation rate
16.7%
Response SLA breach
10.1%
Resolution SLA breach
9.2%
AI override rate
62.5%
Response lifecycle
Last 7 days- 01Received100%
- 02Triaged96%
- 03Resolved L178%
- 04Escalated L222%
- 05Closed91%
Operational bottlenecks
Stakeholder visibility- +14%
KYC verification delay
Routed to Compliance
- +9%
Refund approval > 24h
Routed to Finance
- +6%
Outage triage handoff
Routed to On-call
- +4%
Repeat contact · billing
Routed to L2 support
Customer voice
What real customers say after a real conversation.
4.9 / 5 · across recent interactions
Excellent customer service.
The support team was extremely helpful, knowledgeable and professional throughout the process. Fast responses and genuinely friendly support.
Verified customer Recent interaction
Couldn't ask for a better experience.
The team made everything simple and stress-free from start to finish. Quick replies and very personable support throughout.
Verified customer Unprompted review
Stayed with me until it was resolved.
The agent stayed in the chat with me until everything was sorted. Really appreciated the patience and ownership shown throughout.
Verified customer Recent interaction
Professional and genuinely attentive.
Responsive, attentive and clearly cared about getting it right. The level of customer care really stood out.
Verified customer Unprompted review
How Rdentify Connect works
Not just outsourced support, but support operations enhanced by analytics.
A repeatable operating model that turns every customer conversation into measurable improvement.
- Step 01
Customer conversations
Multilingual intake across chat, email and voice, captured cleanly from the first message.
- Step 02
QA & review monitoring
Sampled and scored daily across communication, process and resolution accuracy.
- Step 03
Escalation & SLA tracking
Compliance, billing and on-call paths with response and resolution SLAs measured continuously.
- Step 04
Insight & trend analysis
Recurring issues, intents and sentiment surfaced weekly to product, ops and leadership.
- Step 05
Operational improvement
Findings translated into agent coaching, knowledge updates and product change requests.
Conversation IntelligenceInsight-Driven SupportQA-Led OperationsAI-Assisted OversightHuman-Centred Operations
Inside the platform
Real operational insight, across the whole conversation lifecycle.
Conversation assistants, analytics, QA, escalation and reporting, all designed to fit into how customer-facing teams actually operate.
Daysi
Conversation assistant UI
Live answers, intent capture and human handoff in one stream.
Insight
Conversation analytics dashboard
Top intents, sentiment trends, recurring issues across channels.
Connect
Escalation reporting
Stakeholder routing, SLA timers and reviewer notes per case.
Quality
QA analytics
Agent scorecards, category breakdowns and reviewer sampling.
Trust
Human-feel & trust scoring
How conversations actually felt: tone, clarity, ownership.
Live
Live conversation analysis
In-flight signal: intent shifts, risk markers, escalation flags.
Ops
Operational reporting
Weekly operating reviews shared with product, ops and leadership.
Workflow
Support workflow examples
Intake → resolve → escalate → QA → insight, with reviewer trails.
Framed placeholders. Replaceable with real product screenshots without layout change.
Trust through transparency
Visibility creates trust.
Rdentify focuses on measurable quality, operational visibility and conversation intelligence, helping businesses understand not just what happened, but why.
Operational trust score
94.1
+1.8 vs 30dQA93
SLA96
CSAT92
Composed from
QA sampling · SLA adherence · sentiment · escalation health · reviewer notes
QA oversight
Sampled and scored daily across communication, process and accuracy.
Escalation visibility
Compliance, billing and on-call routing with reviewer trails.
Sentiment monitoring
Sentiment and CSAT tracked across channels and languages.
Conversation analytics
Top intents, recurring issues and conversion blockers, ranked weekly.
SLA tracking
Response and resolution SLAs measured continuously, not retrospectively.
Human review
Reviewer notes on sampled conversations feed back into coaching.
AI-assisted operations
AI used as a co-pilot for agents, with overrides tracked transparently.
Operational reporting
Weekly operating reviews shared with product, ops and leadership.
The operators
Built by operators, not just marketers.
Rdentify combines experience across customer operations, analytics, compliance and technology to build practical systems that improve real customer interactions.
RG
Portrait
Founder & CEO
Operations & Strategy
Two decades operating customer-facing teams in regulated and high-volume environments.
AT
Portrait
Head of Product
Daysi AI
Builds practical AI tools that ship, focused on real conversations, not benchmarks.
MS
Portrait
Head of Operations
Rdentify Connect
Runs multilingual support hubs with a QA-led operating model.
EN
Portrait
Head of Insight
Analytics & QA
Translates conversation data into product, ops and leadership decisions.
Leadership detail to be published. Placeholder portraits will be replaced with team photography.
Philosophy
Technology should make businesses feel more human, not less.
We're a group of operators, engineers and analysts. We've felt the gap between AI promises and operational reality, so we built Rdentify to close it, with services and software that move real business numbers.
01
Practical innovation
We ship what works in production, not what sounds good on a deck.
02
Transparency
Plain language, honest metrics, no black-box claims.
03
Earned trust
Built for environments where compliance and quality are non-negotiable.
04
Measurable impact
Faster response, higher conversion, better retention. Tracked, not assumed.
05
People-first thinking
Technology serves humans: customers, agents and operators alike.
06
Operators, not theorists
Engineers and analysts who have run the rooms we build for.
Outcomes
Built around real business results.
We measure success the way our clients do: faster responses, more conversions, clearer customer insight, less support pressure. The numbers below reflect typical engagements.
−62%
First response time
across deployed Daysi assistants
+38%
Lead conversion
average lift after 90 days
93.4
Avg. QA score
across multilingual operations
24/7
Coverage
human + AI working as one team
Case studies
Request a briefing →What partnership looks like.
iGaming · LatAm
Cutting handle time 40% with AI-assisted agents
Coming soon
Fintech · EU
Multilingual KYC operations launched in 6 weeks
Coming soon
SaaS · UK
From 12% to 31% lead capture with Daysi
Coming soon
Let's improve a real conversation
Turn your next customer conversation into insight, trust and growth.
Tell us about the conversations you want to improve, whether visitor chat, support volume, multilingual operations or analytics. We'll walk you through what good looks like, with the numbers behind it.