Case Study: Trilogy eliminates 80% of support tickets with Kayako

Trilogy eliminates 80% of support tickets in 90 days with Kayako

The customer, Trilogy, a B2B software group operating 85 enterprise SaaS products, faced a support crisis with a high volume of repetitive tickets. Their existing tool, Zendesk, could not manage the sprawl across 85 disconnected queues, leading to long resolution times and a high annual cost. The challenge was handled by the vendor, Kayako.

Kayako implemented its AI-powered support platform, which included features like multi-brand queue unification and AI root-cause clustering. This solution autonomously resolved a majority of tickets, eliminating 80% of the support volume. The results for Trilogy were a dramatic reduction in ticket resolution time and $5 million in annual savings, achieved within 90 days of implementation.

Trilogy