Keka Deflects Support Tickets with AI Orchestration
62%
Reduction in first response time
4x
Increase in feature exploration
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.
HEADQUARTERS
Hyderabad
INDUSTRY
HRMS
EMPLOYEES
500+
Pain Points & Challenges
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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
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.
Impact
Keka’s partnership with Beacon.li marked a decisive shift from reactive support to proactive, intelligent assistance.
Streamlined Navigation
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Tasks now take 8x fewer clicks, speeding up everyday actions
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Searches and feature exploration increased 4x, helping users find what they need faster
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Over 1.5 million actions completed in four months, establishing Beacon Bar as the central hub
Faster Support Resolution
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62% reduction in First Response Time (FRT)
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Instant AI answers make support seamless and frictionless
Major Ticket Deflection
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Repetitive “how-to” queries are fully automated
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Support teams can focus on complex issues
Enhanced User Experience
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Users describe Co-Pilot as “effortless” and “like having HR on speed dial”
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Navigating the platform feels faster and more intuitive
Higher Product Adoption
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Intuitive guidance encourages users to explore features confidently
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Faster task completion drives higher adoption rates