Kayako

What is Kayako AI

Kayako AI is an AI-powered help desk and customer support platform that automates repetitive tickets and streamlines service operations. It unifies requests in a shared inbox, applies intelligent triage and routing, and suggests context-aware replies so agents can focus on high-value work. With ticketing software for external customers and an internal help desk for IT and HR, it improves response times and consistency. Kayako AI connects with existing tools, including Zendesk and Freshdesk, to protect prior investments and simplify migration.

Kayako AI Main Features

• AI auto-triage and routing: Classifies intent, urgency, and sentiment to route tickets to the right team while honoring SLAs.
• Suggested replies and automations: Drafts context-aware responses, recommends macros, and triggers workflows to reduce handling time.
• Shared inbox and omnichannel ticketing: Consolidates email, chat, web forms, and social messages into a single queue with collaboration tools.
• Internal help desk: Purpose-built workflows for IT, HR, and operations to manage employee requests and approvals.
• Knowledge base and self-service: Centralizes articles and FAQs; AI surfaces relevant answers to deflect common tickets.
• Workflow automation: Rules for assignment, priority, SLA timers, escalations, and notifications.
• Integrations: Works with existing systems like Zendesk and Freshdesk, plus CRM, chat, and productivity apps.
• Collaboration: Internal notes, collision detection, and visibility controls to coordinate multi-team work.
• Analytics and reporting: Dashboards for first response, resolution time, backlog, and customer satisfaction trends.
• Permissions and auditability: Role-based access and activity trails to maintain control and compliance.

Who Is Kayako AI For

Kayako AI suits customer support teams, IT service desks, HR operations, and success teams in SaaS, e-commerce, marketplaces, managed services, and logistics. It benefits organizations seeking to reduce response times, automate repetitive tasks, scale support during peak demand, and unify multi-channel requests without replacing their existing stack.

How to Use Kayako AI

1. Set up your workspace and invite agents with appropriate roles and permissions.
2. Connect channels such as email, live chat, web forms, and social messaging to the shared inbox.
3. Integrate or migrate data from systems like Zendesk or Freshdesk, and sync contacts from your CRM.
4. Import or create a knowledge base; label content for topics, intent, and audience.
5. Configure SLAs, queues, and routing rules; enable AI triage and suggested replies.
6. Create automations for assignments, escalations, and notifications across teams.
7. Pilot with a subset of tickets, review AI suggestions, and tune categories and macros.
8. Publish self-service portals, monitor analytics, and iterate workflows to optimize outcomes.

Kayako AI Industry Use Cases

An e-commerce retailer auto-triages order, shipping, and return requests, deflects policy questions via the knowledge base, and cuts first response time during peak seasons. A SaaS company routes onboarding and billing tickets by intent, uses suggested replies to standardize answers, and improves CSAT. An internal IT desk automates password reset and access requests, reducing manual workload and speeding approvals.

Kayako AI Pricing

Kayako AI is typically offered as a subscription with tiered plans and per-seat licensing, with optional add-ons for advanced capabilities or higher usage. Exact pricing, discounts, and any free trial availability may vary; refer to the official pricing page or contact sales for current details.

Kayako AI Pros and Cons

Kayako AI FAQs

• Does Kayako AI work with Zendesk or Freshdesk?

  Yes. It offers connectors and migration options to integrate with or transition from platforms like Zendesk and Freshdesk, enabling hybrid or phased deployments.

• Can Kayako AI deflect tickets with self-service?

  It uses a searchable knowledge base and AI-surfaced answers to resolve common questions before they reach agents, reducing volume and improving time to resolution.

• How are replies generated safely?

  AI drafts are based on ticket context and your knowledge content; agents can review and edit suggestions to maintain accuracy and tone before sending.

• What channels does the shared inbox support?

  You can centralize email, live chat, web forms, and selected social or messaging channels, depending on configuration and integrations.

• How long does implementation take?

  Most teams complete a pilot in days, then refine routing, SLAs, and content over a few weeks as data and feedback accumulate.

• Does it replace human agents?

  No. Kayako AI automates repetitive tasks and provides guidance so agents can focus on complex, high-value conversations.