Case Study: Keka reduces support tickets and speeds response times with Beacon.li AI orchestration

Keka cuts first response time by 62% with Beacon.li

Keka, a top HR Tech platform, faced significant support challenges due to low product discoverability and a high volume of repetitive "how-to" support tickets, which increased their First Response Time and operational costs. To address this, Keka partnered with vendor Beacon.li to implement its AI Agent Orchestration solution, combining an AI Co-Pilot and a Universal Search Bar.

The solution from Beacon.li utilized Claude-powered AI to provide instant answers and guided workflows directly within Keka's platform. This resulted in a 62% reduction in First Response Time, an 8x reduction in clicks per task, and a 4x increase in user searches and feature exploration, enabling Keka to automatically deflect a major volume of support tickets and shift to proactive, intelligent user assistance.

Keka