Kayako
AI-powered help desk to clear backlogs, raise CSAT, and speed responses.
Executive Summary
Kayako is an AI-first customer support platform designed to unify customer conversations across multiple channels into a single intelligent inbox. It leverages AI to automate ticket triage, generate responses, and provide self-service options, enabling support teams to resolve issues faster and improve customer satisfaction. The platform is used by mid-sized to enterprise businesses to scale support operations without increasing headcount, offering both cloud and on-premise deployment options.
Use Cases
- Automating resolution of repetitive support tickets to reduce backlog.
- Improving Customer Satisfaction (CSAT) through faster and more consistent responses.
- Providing comprehensive self-service options to empower customers.
- Streamlining internal IT support and HR helpdesk operations.
- Unifying customer interactions across all communication channels.
- Reducing operational costs by scaling support without increasing headcount.
Features
Visibility
- KPI Dashboard: Real-time visibility into key support metrics like backlog, resolution times, and CSAT scores.
- Custom Reports: Ability to build and run tailored reports to gain specific insights into support interactions.
- Analytics & Root-Cause Insights: Provides detailed analytics on team performance, customer satisfaction, and identifies underlying issues.
- Performance Metrics: Tracks completion rates, response times, and CSAT scores for the entire organization, specific teams, or individual agents.
Intelligence
- AI Triage, Routing & Priority: Automatically classifies, prioritizes, and routes incoming tickets, enriching them with context to reduce manual sorting.
- Conversational AI Bots & Copilots: AI-powered chatbots handle FAQs, provide troubleshooting, and escalate complex cases, trained on existing knowledge.
- AI Suggested Responses & Self-Learning Mode: AI drafts accurate replies and learns from successfully closed tickets to continuously improve response suggestions.
- Agent Desktop with AI Assist: During live interactions, AI surfaces relevant knowledge snippets, past interaction history, and contextual data in real-time for agents.
- No-Code Automation Builder: Enables users to create rules-based automation for repetitive tasks without needing coding knowledge.
Support
- Unified Inbox: Consolidates all customer conversations from various channels into a single, intelligent dashboard.
- Intelligent Case & Ticket Management: Organizes customer requests with tags, priorities, and assignments to ensure efficient resolution.
- AI Self-Service & Help Center: Allows businesses to build customizable knowledge bases with FAQs and articles, empowering customers to find answers independently.
- Real-Time Collaboration & Agent Collision: Enables agents to work together on issues and prevents multiple agents from simultaneously addressing the same ticket.
Technical Specifications
- Architecture
- Cloud-native SaaS and On-premise options
- Deployment
- Cloud/SaaS
- Authentication
- SSO, Two-Factor Authentication (2FA), traditional username/password, social logins, Role-Based Access Control (RBAC)
- API Available
- Yes
- MCP Server
- No
Infrastructure
- AWS
AI/ML Stack
- NLP
- Machine Learning
- LLM
Integrations
- Salesforce
- Slack
- Jira
- Zapier
- Shopify
Security & Compliance
Certifications: SOC 1, SOC 2 Type II, SOC 3, ISO 27001, ISO 27017, ISO 27018, PCI DSS, GDPR
Encryption: All data is encrypted both at rest and in transit.
Pricing
- Model
- Per agent/month + per AI-resolved ticket (quote-based)
- Starting Price
- Kayako One: $79/agent/month + $1 per AI-resolved ticket. Enterprise/Cloud: Contact Sales.
- Target Customer
- Mid-Market to Enterprise
- Contract Type
- Quote-based, custom contracts (potential for annual/multi-year)
- Free Trial
- Yes, Not explicitly stated for standard free trial; 90-day pilot available for $15,000. (credit card required)
About Kayako
Kayako is a customer service software company that provides cloud-based and on-premise help desk, CRM, and live chat software. Acquired by ESW Capital in 2018, Kayako now focuses on an AI Help Desk Platform to clear backlogs, raise CSAT, and speed responses for businesses of all sizes.