New Era In Product Development: Where Data Meets Human Touch

Dheeraj Pandey, CEO and co-founder of DevRev, is redefining the way products are developed and customer-centricity is embedded into their core. His journey began at Nutanix, where he learned the importance of unifying complex workflows to tackle broader problems. However, it was during this time that he realized the need for a platform that could simplify and streamline operations, focusing on customer needs rather than just features packaged as full solutions.

This experience fueled his desire to build DevRev, a platform that embeds customer-centricity into product development. Pandey’s vision is one of creating a more human-centered approach to product development, leveraging AI-driven efficiency without sacrificing human interactions.

The heart of DevRev’s success lies in its AI-driven approach. However, Pandey emphasizes that AI should be an enabler, not a replacement, for human insights. The platform prioritizes integrating human insights into its AI and knowledge graph—a powerful, unified system that ties together product, customer, and operational data to provide rich context for AI interactions.

One major challenge DevRev faced was avoiding the pitfalls of traditional project-centric systems. To overcome this, the team built a comprehensive knowledge graph from the start, tying together everything from customer feedback to engineering workflows into one seamless interface. This approach allowed them to break down silos and create an integrated platform that empowers developers to directly impact business outcomes.

DevRev’s AI-native platform is positioned as SaaS 2.0—moving from static software to an adaptive, agent-driven experience. In this new model, AI is not just a tool but a foundational layer that learns and evolves alongside the business. The platform leverages agentic AI to create a seamless, continuous learning environment, allowing companies to shift their focus from operational mechanics to deep customer engagement.

The knowledge graph differentiates DevRev from traditional SaaS solutions by unifying product and customer data, creating a dynamic view across departments. Unlike traditional CRMs, which often emphasize sales transactions, DevRev’s knowledge graph captures the full journey of a product and the customer’s interaction with it. This means businesses can better predict needs, resolve issues faster, and ultimately create a product that is continuously aligned with customer demands.

New features like AgentOS, no-code custom AI agents, and conversational search aim to simplify work. For instance, one client used conversational search to reduce their response time by 30%, empowering support teams to focus more on customer satisfaction than backend coordination.

With major backers like Mayfield and Khosla Ventures, DevRev has secured the funding needed to drive innovation and growth. The platform’s AI-driven efficiency can make an impact across functions, especially in areas that involve high-volume customer interactions, complex engineering processes, and frequent updates.

As DevRev continues to shape the future of customer-centric product development, Pandey’s vision serves as a reminder that the most innovative solutions often emerge from a deep understanding of customer needs. By prioritizing human-centered approaches and leveraging AI-driven efficiency, companies can unlock new levels of productivity, agility, and customer satisfaction.