Case Study: Contently scales support for 165,000+ creators with 68% autonomous resolution on Kayako
Key results
The challenge
Contently runs a two-sided marketplace connecting enterprise brands with 165,000+ freelance creators, routing both into the same support queue at 8,500+ monthly tickets at peak. Average first response time ran 6-8 hours, with repetitive freelancer questions on payments and assignments crowding out complex enterprise workflow queries.
The solution
Contently deployed Kayako's AI agent, Kay, starting with high-volume, low-complexity freelancer queries via API into its existing helpdesk, with no platform migration. It expanded to enterprise onboarding and how-to queries by month two and reached full-platform deployment by month four, configuring escalation paths by customer tier.
“We had two completely different kinds of customers. Enterprise clients managing million-dollar content programs, and freelancers wondering where their paycheck was. We were routing both into the same queue. Something had to change.”
SMSarah MitchellVP of Customer Experience, Contently
The results, in context
Within 90 days of full deployment Contently reports average first response time falling 98% (6.4 hours to 91 seconds), 68% autonomous resolution, and CSAT rising 24% (3.7 to 4.6 out of 5.0), with 94% escalation accuracy. It added no headcount against three projected hires and cites $1.8M in support costs avoided over 18 months. The figures are quoted from Kayako's published Contently customer story and dated when sourced.