Case Study: IgniteTech reaches 68% AI-autonomous resolution across 30+ products with Kayako
Key results
The challenge
IgniteTech is a global enterprise software company managing 30+ mission-critical products, handling 19,200 monthly support tickets that grew with each acquisition. At a fully-loaded cost of $88K per agent, staying with headcount-based scaling projected +40 agents over 24 months and $9.1M in incremental spend the board wanted eliminated. As an AI-first company, a public failure of support AI risked customer trust across the entire portfolio.
The solution
IgniteTech deployed Kayako's AI agent, Kay, one support queue at a time, locking success criteria before go-live and expanding only after validation. Kay handled intelligent triage, autonomous resolution, agent assist, and confidence-based escalation, with white-glove configuration and one-day agent onboarding per product line.
The results, in context
Within 90 days the pilot queue moved autonomous resolution from 6% to 68% and cut average resolution time 73% (5.1 hours to 1.4 hours), while cost per ticket fell 58% ($15.30 to $6.40) and CSAT held at 91-92%. IgniteTech reports $5.4M in year-one P&L impact ($4.8M hiring avoided plus $600K efficiency gains), a 6.5x savings-to-spend ratio, and break-even in month four. The figures are quoted from Kayako's published IgniteTech customer story and dated when sourced.