AI-Driven Support at Scale – Transforming User Experience with In-App Intelligence

Customer Success

Keka Achieves 10X Faster Support Through AI Agents

Keka is a modern HR and payroll platform designed to simplify workforce management for growing businesses. With features spanning attendance, performance, recruitment, and employee engagement, Keka helps organizations automate HR processes while delivering a seamless employee experience.

1.5 Million+

Actions Processed

62%

Reduction in First Response Time

10X Faster

Query Handling Than Human Agents

8 → 1 Clicks

Reduced for Complex Workflows

The Challenge

As Keka's HR platform scaled to accommodate a growing user base, support operations became strained due to an increase in user queries and complex workflows.
Users often had to navigate through up to eight clicks to complete basic actions, leading to frustration, delayed resolutions, and a high volume of repetitive support tickets.
The support team was inundated with first-level queries, resulting in slow response times and inconsistent user experiences.
Keka required a scalable and intelligent solution to simplify workflows, deflect support tickets, and provide users with instant, in-platform assistance without

What did Covance do

Embedded AI Assistant for Real-Time Support: Covance partnered with Keka to integrate an AI assistant directly into the application, aiming to eliminate user friction, reduce support load, and provide real-time guidance.
Multi-Agent Orchestration and Workflow Automation: Utilizing multi-agent orchestration and in-app intelligence, the AI assistant observes user behavior, identifies intent, and automates complex workflows that previously required multiple steps.
Enhanced Usability with Single-Click Actions: The platform transformed multi-step processes into single-click experiences, significantly improving usability and reducing time-to-resolution for users.
High Engagement and Smart Support Features: Within the first four months, the system handled 1.5 million user actions, leveraging AI-powered guides, contextual help, and a universal smart search to assist users effectively.
Scalable Support Through Automation: Covance implemented intelligent ticket deflection systems and real-time troubleshooting tools, enabling Keka to scale support operations without increasing the support team size.

Result

The technology that we use to support Paysafe

JavaScript

TypeScript

Node.JS

React

Swift

Java

Objective-C

RxJava

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