Kayako

Kayako AI Help Desk Platform: Revolutionizing Customer Support

What is Kayako?

Kayako is an AI-first customer support platform designed to automate and optimize support operations. It helps businesses reduce backlogs, improve customer satisfaction (CSAT), and lower operational costs by leveraging artificial intelligence.

Key Features of Kayako

AI Triage

• Auto-classification and prioritization: Kayako's AI automatically categorizes and prioritizes incoming support tickets, ensuring urgent issues are addressed first.
• Context enrichment: The system enriches tickets with relevant context, eliminating the need for manual sorting and reducing the backlog.
• Faster first response: By automating the initial triage process, Kayako ensures quicker response times, improving overall efficiency.

AI Answers

• Draft accurate replies: The AI drafts precise responses to customer inquiries, reducing the time agents spend on repetitive tasks.
• Automate repetitive cases: Common and straightforward issues are resolved automatically, shortening handle times and freeing up agents for more complex queries.
• Improved CSAT: With faster and more accurate responses, customer satisfaction scores see significant improvement.

AI Continuous Learning

• Seamless escalation: For complex or edge cases, the system seamlessly escalates tickets to human agents, ensuring no issue is left unresolved.
• Learning from resolutions: Kayako's AI learns from human agent resolutions, continuously improving its coverage and accuracy over time.
• Compounding efficiency: The more the system is used, the more efficient it becomes, leading to long-term cost savings and operational improvements.

How Does Kayako Work?

Kayako integrates AI into the customer support workflow through a phased approach:

1. Phase 1: AI Triage

   • Tickets are automatically classified, prioritized, and routed to the appropriate agents or departments.
   • Contextual information is added to each ticket, providing agents with a comprehensive view of the customer's issue.

2. Phase 2: AI Answers

   • The AI generates draft responses or follow-up questions based on the ticket's content.
   • Repetitive and straightforward issues are resolved without human intervention, reducing the workload on support agents.

3. Phase 3: AI Continuous Learning

   • The system escalates complex issues to human agents, who can then resolve them.
   • Kayako's AI learns from these human resolutions, improving its ability to handle similar issues in the future.

Why Choose Kayako?

Proven Results

• Reduced ticket age: Companies using Kayako have seen ticket resolution times drop from 18 hours to under 5 hours.
• Increased automation: Up to 52% of tickets are resolved by AI, significantly reducing the workload on human agents.
• Improved CSAT: Customer satisfaction scores have improved from 76% to 90% after implementing Kayako.

Cost Savings

• Lower operational costs: By automating a significant portion of support tickets, businesses can save up to $500K annually.
• Reduced agent turnover: With AI handling repetitive tasks, support agents experience less burnout, leading to lower turnover rates and retention of institutional knowledge.

Scalability

• Scale without hiring: Kayako allows businesses to scale their support operations without proportionally increasing their headcount.
• Phased implementation: The platform is implemented one product line at a time, ensuring a smooth transition and minimal disruption to existing workflows.

Who is Kayako For?

Kayako is ideal for:

• Customer Support Leaders: Looking to improve efficiency, reduce costs, and enhance customer satisfaction.
• Growing Businesses: Needing to scale their support operations without significantly increasing their workforce.
• Enterprises: Seeking to automate repetitive tasks and retain institutional knowledge within their support teams.

Customer Testimonials

Colin Guilfoyle, SVP of Customer Support, Trilogy

"Kayako cut our ticket age from 18 hours to under 5 and half of those tickets disappeared entirely. We weren't buying a new interface. We were buying a cost reset."

Aditi Garg, VP of Customer Support, Tivian

"Kayako One transformed our support operations. What used to take hours now takes minutes. Our customers are happier, our agents are more productive, and we're saving thousands every month. It's the best investment we've made in our support infrastructure."

Balaji Jayaraman, VP of Customer Support, Aurea

"Every time we lost a support agent, it cost us $20,000 and three months of scrambling. The team was burnt out, and new hires barely kept up. Since we brought in Kayako, that's changed. It handles the repetitive stuff, and our agents finally have room to breathe. We've cut churn dramatically, and our team's performance is stronger than ever."

Getting Started with Kayako

Businesses interested in Kayako can book a strategy session with the Kayako Implementation Team to explore how the platform can help scale their support operations without increasing headcount. The team provides personalized demos and guides businesses through the phased implementation process.

Conclusion

Kayako's AI Help Desk Platform is a game-changer for customer support operations. By automating ticket triage and responses, it significantly reduces backlogs, improves response times, and enhances customer satisfaction. With proven results and substantial cost savings, Kayako is an essential tool for businesses looking to scale their support operations efficiently and effectively.