Kayako
AI help desk and customer support platform with an AI support agent that resolves tickets.
Kayako is a customer support platform that combines a help desk with an AI support agent, Kay, designed to triage, draft replies, and resolve tickets. It addresses the operational pressure of rising ticket volumes, agent turnover, and failed AI deployments by offering a phased rollout: AI triage first, then AI-drafted answers, then autonomous resolution with escalation to human agents on edge cases.
The platform includes an omnichannel inbox (email, live chat, social, voice), a knowledge base with semantic search, no-code workflow automation, SLA management, analytics, and SingleView customer context. Kay can take actions such as creating users, issuing refunds, and updating data. Integrations cover Salesforce, Slack, Microsoft Teams, WhatsApp, Shopify, Stripe, Chargebee, Jira, GitHub, LaunchDarkly, and Zapier, with REST API and webhook access for custom connections. Security features include SSO, two-factor authentication, role-based access, IP restrictions, and audit controls.
Kayako can run as a standalone help desk (Kayako One) or be layered onto existing help desks such as Zendesk, Freshdesk, Intercom, and Salesforce. It targets support leaders across industries including retail, SaaS, financial services, and healthcare. Integrations and API access are included in the subscription, with AI features priced per resolution; deployment is led by Kayako's implementation team.
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