Case Study: IgniteTech cuts support costs and resolution times with Kayako One

IgniteTech cuts resolution time by 73% with Kayako

IgniteTech, a global enterprise software company managing over 30 products, faced a significant challenge in scaling its customer support. With a monthly volume of 19,200 tickets and a projected $9.1 million in incremental hiring costs, their existing model was unsustainable. They needed to deploy AI support across their entire portfolio without damaging customer trust or becoming a cautionary tale of a failed AI rollout.

To solve this, IgniteTech chose Kayako and deployed its AI agent, Kay, in a disciplined, phased manner. Starting with a single queue, Kayako's solution delivered autonomous resolution for 68% of tickets and cut average resolution time by 73%. This resulted in a year-one P&L impact of $5.4 million, avoiding $4.8 million in projected hiring costs while completely maintaining customer satisfaction scores.

IgniteTech