Case Study: Aurea avoids $18M in support costs with Kayako

Aurea cuts support resolution time by 40% with Kayako

Aurea, a global enterprise software company, faced a significant challenge scaling its customer support across its growing portfolio of over 14 products. Each new product introduced unique support requirements and increased their monthly ticket volume to over 5,000, putting immense pressure on their fully saturated team. They projected that scaling support through traditional hiring would cost an additional $18 million over three years.

To solve this, Aurea implemented Kayako's AI-powered support platform. The solution was deployed across all product lines without downtime, using AI to autonomously triage and resolve repetitive tickets. This allowed Aurea to avoid the projected $18M in support costs and achieve a 40% faster resolution time, all without adding a single member to their support headcount.

Aurea