What is Kayako?
Kayako is an AI-first customer support platform designed to automate up to 60% of support tickets, helping businesses scale support without linearly increasing costs. The platform combines AI-powered email management and 24/7 automated chat assistance to handle routine inquiries, while seamlessly escalating complex issues to human agents. This hybrid approach reduces response times, improves CSAT scores, and clears support backlogs.
Key features include an omnichannel inbox that consolidates emails, chats, and tickets into a single view, enabling agents to manage all interactions efficiently. The AI learns from past conversations to suggest accurate replies and automate common tasks like refunds or order lookups. For example, a customer reporting a duplicate charge can receive an automated refund confirmation without agent intervention. Kayako also offers robust reporting and analytics to track performance and identify trends.
Use cases span various industries: retail businesses use Kayako to handle high volumes of online and in-store support queries; B2B software companies leverage it to reduce churn and boost retention by providing faster, more accurate responses; healthcare organizations rely on its secure, compliant patient support capabilities. The platform is trusted by over 10,000 support professionals at 300+ leading companies, with documented savings of up to $500K annually.
Technical details: Kayako deploys in three deliberate phases to ensure smooth adoption and measurable ROI. The expert team handles implementation, customization, and training, so businesses can focus on customer satisfaction. The platform integrates with popular tools like Slack, Salesforce, and Shopify, and supports compliance with GDPR, HIPAA, and other regulations. With Kayako, support leaders can break the cycle of more tickets leading to more agents and higher costs, instead achieving autonomous resolution that scales with their business.
Use Cases
Key Features
AI powered ticket automation omnichannel inbox 24/7 chat assistance automated refunds AI reply suggestions reporting and analytics email management hybrid human AI supportWho is it for?
retail businesses, B2B software companies, healthcare organizations, customer support teams, e, commerce companies, SaaS providers
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