Kayako has repositioned itself around a single idea: most AI support projects fail because nobody set them up properly. Rather than selling a model and a login, Kayako pairs its platform with an implementation team of engineers, prompt specialists and a dedicated success manager, then rolls AI out in three phases — triage first, drafted answers second, autonomous resolution last. Each phase has to earn the next.
The centrepiece is Kay, an AI support agent that reads tickets, drafts replies, takes real actions (creating users, issuing refunds, updating records) and closes cases agents should never have touched. Kay can run on the Kayako help desk itself or sit on top of Zendesk, Freshdesk, Intercom or Salesforce, so teams can adopt the AI without migrating.
Underneath is a complete modern help desk: an omnichannel inbox for email, chat, social and voice; a semantic-search knowledge base; no-code workflow automation for routing and escalation; SLA management and analytics; and enterprise controls including SOC 2 Type II, GDPR, SSO/SAML and audit logs. Kayako reports outcomes such as ticket age falling from 18 hours to under 5 and roughly half of tickets resolved without an agent.
