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Keka’s Journey to Smarter Support and Product Adoption

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62%

Reduction in first response time

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4x

Increase in feature exploration

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Keka, a leading HR Tech organization, has redefined its support and user experience through Beacon.li’s AI Co-Pilot and Beacon Bar. This collaboration has made their HRMS platform faster, more intuitive, and self-serve, empowering users to resolve queries instantly and navigate complex workflows effortlessly.

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HEADQUARTERS

Hyderabad

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INDUSTRY

HRMS

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EMPLOYEES

500+

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Pain Points & Challenges

Keka’s comprehensive HRMS platform continued to scale with growing adoption, prompting a focus on making support seamless and navigation effortless for users.

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Complex Navigation & Feature Discovery

Keka’s HRMS platform offers multiple modules and rich functionality. To help users access the right tools efficiently and make the most of advanced features, guidance and in-product support were introduced.

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High Volume of Support Queries

Routine “how-to” queries were flooding the support desk. Many tickets could have been resolved through self-service if the right guidance was available at the point of use.

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Slow First Response Time

Manual handling of common queries delayed initial responses, affecting user satisfaction and efficiency.

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Limited Insights into User Behavior

Keka lacked real-time analytics to understand user interactions, query patterns, or adoption trends, making it difficult to optimize support and product experience proactively.

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Need for Seamless Self-Service & Engagement

Users wanted faster resolutions and in-app guidance to stay productive. Keka needed a solution that could support users instantly, reduce friction, and drive adoption without increasing support costs.

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The Solution: Beacon + Keka

Keka’s team realized that addressing high ticket volumes, low adoption, and navigation challenges required more than automation—it needed intelligence, context, and seamless integration. That’s where Beacon.li came in.

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AI Copilot at the Core

Keka embedded Beacon’s AI Co-Pilot at the heart of its HRMS platform—acting as a 24/7 virtual assistant capable of:

  • Providing instant answers to user queries with real-time context.

  • Guiding users through in-product walkthroughs and step-by-step actions.

  • Deflecting repetitive support tickets, freeing the support team for complex issues.

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Beacon Bar for One-Click Actions

A powerful in-app navigation bar was introduced across Keka. This enabled users to:

  • Access key actions and features instantly, reducing multiple clicks to a single click.

  • Navigate the platform efficiently without raising support tickets.

  • Explore advanced modules and perform tasks more confidently.

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Beacon Widgets & Keka Dashboard

The redesigned dashboard unified the AI Co-Pilot, Beacon Bar, and high-frequency widgets in a single interface. Users could:

  • Complete frequent tasks like leave approvals, payroll checks, and performance actions directly from the dashboard.

  • Get guidance on complex workflows without leaving the page.

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AI as the Source of Truth

Beacon was trained on real interactions and product logic, enabling it to:

  • Understand UI components, triggers, and even backend API responses.

  • Provide always-up-to-date guidance, even as the product evolved.

  • Replace the need for a manually maintained knowledge base.

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Zero Dev Effort Integration

With just a single line of code, Keka deployed Beacon across its platform. No APIs or backend changes were needed—Beacon operated using front-end logic and behavior.

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Impact

The transformation was not just technical—it was tangible, measurable, and deeply human-centric.

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Enhanced Employee Experience

  • Users could get instant answers and guidance within the platform.

  • Navigation and actions became one-click, reducing Time-to-Action (TTA) drastically.

  • HRMS features became more intuitive and self-serve.

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Support Ticket Deflection

  • 62% reduction in First Response Time (FRT)

  • Automated resolution of a significant portion of repetitive queries

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Higher Adoption & Engagement

  • 1.5M+ actions performed through Beacon Bar in first 4 months

  • User searches increased 4×

  • Users explored features more confidently and independently

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Real-Time Analytics & Insights

  • Support and product teams gained actionable insights into user behavior and query patterns

  • Continuous optimization of AI responses based on analytics

  • Decision-making became data-driven and proactive

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Seamless Learning & Continuous Improvement

  • Beacon’s AI continuously learned from interactions and UI changes

  • Guidance remained accurate as Keka’s platform evolved

  • Users experienced faster, context-aware support, improving overall satisfaction

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