Keka deflects support tickets with AI orchestration.
How Darwinbox Achieved 85% Faster Onboarding with Beacon.li
Keka, a top HR Tech platform, simplifies enterprise HR operations with comprehensive HRMS tools. Scaling brought support challenges, prompting a partnership with Beacon.li for intelligent, instant, and seamless user assistance.
With Beacon, our product became more self-serve.
With Beacon, our product became more self-serve.
With Beacon, our product became more self-serve.
Trinath
Trinath
Trinath
CTO, Keka HR
CTO, Keka HR
CTO, Keka HR
62%
reduction in First Response Time
reduction in First Response Time
reduction in First Response Time
4x
increase in searches and feature exploration
4X
4X
Pain Points & Challenges
Pain Points & Challenges
Pain Points & Challenges
Low Product Discoverability
Despite a robust product ecosystem, users often found it difficult to locate the right features or resources. This led to underutilization of key modules and slower adoption rates.
High Volume of Support Tickets
The number of daily support queries had grown exponentially, most revolving around “how-to” questions that could have been self-served. This created an unnecessary load on Keka’s support staff and delayed responses for critical tickets.
Long Time to Resolution (TTR)
Manual triaging and repetitive troubleshooting steps extended resolution times, affecting user satisfaction and increasing operational costs.
Fragmented Insights
Keka lacked consolidated visibility into query patterns, user friction points, and support efficiency metrics to proactively drive improvements.
Low Product Discoverability
Despite a robust product ecosystem, users often found it difficult to locate the right features or resources. This led to underutilization of key modules and slower adoption rates.
High Volume of Support Tickets
The number of daily support queries had grown exponentially, most revolving around “how-to” questions that could have been self-served. This created an unnecessary load on Keka’s support staff and delayed responses for critical tickets.
Long Time to Resolution (TTR)
Manual triaging and repetitive troubleshooting steps extended resolution times, affecting user satisfaction and increasing operational costs.
Fragmented Insights
Keka lacked consolidated visibility into query patterns, user friction points, and support efficiency metrics to proactively drive improvements.
Low Product Discoverability
Despite a robust product ecosystem, users often found it difficult to locate the right features or resources. This led to underutilization of key modules and slower adoption rates.
High Volume of Support Tickets
The number of daily support queries had grown exponentially, most revolving around “how-to” questions that could have been self-served. This created an unnecessary load on Keka’s support staff and delayed responses for critical tickets.
Long Time to Resolution (TTR)
Manual triaging and repetitive troubleshooting steps extended resolution times, affecting user satisfaction and increasing operational costs.
Fragmented Insights
Keka lacked consolidated visibility into query patterns, user friction points, and support efficiency metrics to proactively drive improvements.
The Solution: Beacon + Keka
The Solution: Beacon + Keka
The Solution: Beacon + Keka
Keka implemented Beacon’s AI Agent Orchestration, combining AI Co-Pilot and Beacon’s Universal Search Bar, to reduce support tickets, deliver instant help, and make product navigation effortless.
AI Co-Pilot: Instant Answers, Guided Workflows
Embedded directly into Keka’s HRMS, the AI Co-Pilot acts as an intelligent assistant that delivers instant answers on-screen, guides users step-by-step through complex workflows like payroll setup, and recommends relevant help documents, videos, and interactive training based on user intent.
Smooth Human Handoff
When needed, Beacon seamlessly escalates queries to human agents, transferring full context and chat history. Users avoid repeating themselves, resolutions happen faster, and support teams focus on complex, high-value issues.
360° Visibility Into Support
Beacon tracks query deflection, User satisfaction (CSAT), First Response & Resolution Times (FRT & TTR), as well as feature adoption trends, enabling Keka to optimize AI performance continuously and improve user experience, support efficiency, and product adoption.
Beacon Universal Search Bar: One-Click Navigation
The Universal Search Bar simplifies navigation by allowing users to type or voice commands like “Run payroll” or “Approve leave.” This reduces clicks, speeds up actions, and increases engagement platform-wide.
AI Co-Pilot: Instant Answers, Guided Workflows
Embedded directly into Keka’s HRMS, the AI Co-Pilot acts as an intelligent assistant that delivers instant answers on-screen, guides users step-by-step through complex workflows like payroll setup, and recommends relevant help documents, videos, and interactive training based on user intent.
Smooth Human Handoff
When needed, Beacon seamlessly escalates queries to human agents, transferring full context and chat history. Users avoid repeating themselves, resolutions happen faster, and support teams focus on complex, high-value issues.
360° Visibility Into Support
Beacon tracks query deflection, User satisfaction (CSAT), First Response & Resolution Times (FRT & TTR), as well as feature adoption trends, enabling Keka to optimize AI performance continuously and improve user experience, support efficiency, and product adoption.
Beacon Universal Search Bar: One-Click Navigation
The Universal Search Bar simplifies navigation by allowing users to type or voice commands like “Run payroll” or “Approve leave.” This reduces clicks, speeds up actions, and increases engagement platform-wide.
AI Co-Pilot: Instant Answers, Guided Workflows
Embedded directly into Keka’s HRMS, the AI Co-Pilot acts as an intelligent assistant that delivers instant answers on-screen, guides users step-by-step through complex workflows like payroll setup, and recommends relevant help documents, videos, and interactive training based on user intent.
Smooth Human Handoff
When needed, Beacon seamlessly escalates queries to human agents, transferring full context and chat history. Users avoid repeating themselves, resolutions happen faster, and support teams focus on complex, high-value issues.
360° Visibility Into Support
Beacon tracks query deflection, User satisfaction (CSAT), First Response & Resolution Times (FRT & TTR), as well as feature adoption trends, enabling Keka to optimize AI performance continuously and improve user experience, support efficiency, and product adoption.
Beacon Universal Search Bar: One-Click Navigation
The Universal Search Bar simplifies navigation by allowing users to type or voice commands like “Run payroll” or “Approve leave.” This reduces clicks, speeds up actions, and increases engagement platform-wide.
Impact:
Keka’s partnership with Beacon.li marked a decisive shift from reactive support to proactive, intelligent assistance.
Metric
First Response Time
Navigation Effort
Feature Discovery
Ticket Volume
User Experience
Before Beacon
Manual triaging delays
Multi-click workflows
Limited exploration
High “how-to” dependency
Reactive support
With AI Orchestration
62% reduction
8× fewer clicks per task
4× increase in searches & exploration
Major automated deflection
Instant, conversational assistance
Metric
First Response Time
Navigation Effort
Feature Discovery
Ticket Volume
User Experience
Before Beacon
Manual triaging delays
Multi-click workflows
Limited exploration
High “how-to” dependency
Reactive support
With AI Orchestration
62% reduction
8× fewer clicks per task
4× increase in searches & exploration
Major automated deflection
Instant, conversational assistance
Drive faster time-to-value across every client onboarding with Beacon’s AI orchestration
Drive faster time-to-value across every client onboarding with Beacon’s AI orchestration
Drive faster time-to-value across every client onboarding with Beacon’s AI orchestration
